Project Manager

Objectives of the Role:

- Will be a SAFe Agilist, responsible for building the framework and processes to manage complex engagements effectively.

- A key part of the role is to train and mentor program managers on managing complex engagements.

- Lead the transformation of the Data Led CX Program Management Practice into a scalable, disciplined, and efficient practice.

- Establish and operationalize Program Management Practice, tools, and governance frameworks

- Lead the rollout of standardized templates, processes and best practices across teams and leadership

- Replicate the PM framework, templates and practices to broader teams and leadership

- Ensure delivery governance, timely execution, and alignment with client priorities

- Coordinate stakeholders, manage resources, and provide visibility into project performance through structured reporting such as show and tell sessions and weekly status update meets

- Foster collaboration and embed continuous improvement across delivery streams

- Improve project outcomes and increase client satisfaction

- Support sustained business growth by aligning PM practices with organizational goals.

Responsibilities:

1. Project Planning & Scheduling:

- Lead project from requirement phase until delivery, ensuring project schedules, scopes, budgets, and documentation (project plan, stakeholder register etc.) are well-defined and maintained

2. Implement Governance & Oversight:

-   Design and implement standardized Waterfall and Agile methodologies and templates.

- Create a centralized repository for project artifacts.

- Monitor health processes to identify and address key gaps.

3. Operational Leadership:

- Provide high-level guidance to project and program teams on managing plans, budgets, and key metrics (scope, time, cost).

- Oversee project financials, including P&L, and ensure compliance with all standards.

- Coordinate project workflows and manage logistics for meetings and events.

- Support Project and Program Managers with scheduling and action item follow-up.

- Update program plans, cash flow, and monthly budgets.

- Collaborate with other departments and vendors on program tasks

- Ensure PM start-up checklists are completed and execution paybook processes are followed.

- Manage invoice notifications, payments, and reconciliation

- Regularly update RAID logs

4. Information Management:

- Provide accurate, clear information to management to support effective decision-making.

- Maintain and manage access to the program repository.

5. Team Development & Knowledge Management:

- Address execution inconsistencies by leading structured training and upskilling sessions.

- Promote a culture of knowledge sharing and reuse to accelerate delivery and prevent redundant work.

6. PM Practice Setup & Collaboration:

- Oversee the development of standardized PM templates, reporting frameworks, and governance models to ensure consistency and scalability

- Define roles and responsibilities as per the RACI matrix

- Maintain RAID log (Risks, Assumptions, Issues, Dependencies) and implement corrective actions where required

7. Governance & Collaboration:

- Leads a cross-functional POD comprising program PMs, Business Analyst and Client Success Manager

- Manage cross-functional alliance with internal teams, partners, and clients to ensure smooth project execution by acting as a single point of contact

- Track project progress against scope, timeline, and budget, adjusting plans as needed to meet objectives

- Facilitate Agile ceremonies and stakeholder cadence meetings to keep them posted about the latest progress through show and tell and weekly status update meetings

8. Risk & Issue Management:

- Review project artefacts for correctness and completeness, ensuring adherence to project management governance standards

- Maintain strong risk, issue, and dependency tracking, reporting regularly to senior leadership with mitigation strategies

9. Continuous Improvement:

- Capture lessons learned and lead retrospective sessions to drive process optimization

- Proven ability to design and institutionalize best practices through PM templates and execution playbooks aligned with organizational objectives

- Promote a culture of continuous improvement and adoption of best practices across the PM Practice

Skills & Competencies

- 12–15 years of proven experience leading complex, cross-functional projects with strong stakeholder engagement and end-to-end delivery ownership.

- Hands-on expertise in project management and collaboration tools  or PPM tools for planning, tracking, and reporting.

- Deep understanding of Agile, Waterfall, and hybrid delivery models with the ability to tailor approaches to project needs; strong communication and multitasking skills to drive execution in fast-paced environments.

KPI Drivers

KPI
Description
Benchmark
Target

On-Time Delivery
% of milestones and project deliverables completed as per plan
≥ 90% adherence
To be agreed upon

Budget Adherence
% variance between planned and actual project costs
± 5% variance
To be agreed upon

RAID Log Management
% of risks, issues, and dependencies tracked and resolved within SLA
≥ 95% logged, avg. resolution
To be agreed upon

Governance & Reporting Adherence
% adherence to PM governance standards, reporting cadence, and templates
≥ 98% compliance
To be agreed upon

Scope Change Control
% of scope changes managed through formal change process

To be agreed upon

Communication Cadence
% of scheduled reports, escalations, and stakeholder updates delivered on time
≥ 98% adherence
To be agreed upon

Qualifications
Bachelor's/Master's in any stream 5-8 years