Job Description

Project description

Role: Project Manager

Location: Heredia, Costa Rica- Hybrid

1. GENERAL SCOPE OF THE POSITION:

The focus will be on managing a process excellence team with assignments around quality, order acceptance and junior auditors to better meet and improve metrics our key business and exceed customer expectations.

It will include all interested parties from the value chain of Sales, Delivery, Portfolio Management, Financial, operational partners, Back office and Front-office.

2. JOB OBJECTIVES:

Managing the project teams and related processes to achieve business objectives.

Improving customer satisfaction in service delivery and supporting operations to achieve and maintain operational excellence and process efficiency through continuous improvement, automation, analysis, and assistance in achieving the defined operational and business values for both internal and external organizations.

Identifying the best approaches for daily operations to ensure continuous business improvement.

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3. MAIN TASKS, ATTRIBUTIONS, ACTIVITIES:

Tasks, attributions and activities are to be performed using support languages mentioned within “Required professional experience” section.

a) Operational Support Provided to the Client:

Responsible for developing and implementing strategies to achieve optimal results in service delivery and customer satisfaction.

Ensuring project deadlines are met in accordance with client agreements.

b) Control and Quality Activities:

Ensures consistency and accuracy to deliver timely results.

Ensures compliance with all project/process standards.

c) Project Activity Improvement:

Ensuring the existence of timely and accurate measurement and reporting procedures.

Supporting Regional Process Engineers in driving process efficiency initiatives.

d) Special Process-Related Activities:

Actively participating in strategic planning sessions for department operations.

Proactively working to resolve project-related issues.

Handling any ad-hoc requests from management that are critical to the business.

Communicating new procedures/changes related to the project.

Leading and taking ownership of all changes in contractual operations.

Maintaining and taking responsibility for the client’s compliance/regulatory checklist.

Collaborating with internal teams to ensure on-time project delivery.

e) Other Tasks and Activities:

The position holder may be assigned additional tasks and responsibilities by their direct manager or department head, as long as they align with the role.

1. LEVEL OF STUDIES:

Graduates or students in the final year in one of the following fields: business administration, economy, foreign languages, technical etc

2. REQUIRED PROFESSIONAL QUALIFICATION:

Professional qualifications in the fields of: international relations, order management, supply chain, logistics

Computer skills, MS Office package.

Foreign languages skills:

English language skills – advanced level (written, reading and spoken) mandatory

3. JOB COMPETENCIES AND ABILITIES PACKAGE:

COMPETENCIES:

Advanced English language skills (speaking, writing, and reading).

Proficiency in computer usage, including the necessary MS Office suite.

Experience in project management.

Time-sensitive approach with a sense of urgency.

Direct experience in Transitions and Operations Management for an order management process within a BPO/SSC.

Knowledge of customer service metrics management.

SKILLS:

Precision and accuracy in communication.

Ability to lead complex and ambiguous projects.

Abstract intelligence.

Self-motivation and personal drive.

Ability to organize and prioritize project activities.

Team-oriented mindset.

Professional motivation.

Confidence and independence in decision-making.

Punctuality

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