Job Description

The Project Manager is a leadership role that will be responsible for assisting the Operations  in overseeing the day-to-day operations of the business, ensuring that all activities are carried out efficiently and effectively. The ideal candidate will have strong leadership skills, excellent communication abilities, and a proven track record of successful management. 

This is an on-site position for the Clarksdale, Mississippi area. All candidates should already live in the local area.

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Responsibilities:

· Assist the Operations Manager in developing and implementing business strategies to achieve company goals

· Oversee and manage the performance of staff members per SLA, providing guidance and support as needed

· Ensure that all operational processes are running smoothly and efficiently

· Monitor and analyze financial performance, making recommendations for improvement as necessary

· Handle direct interaction with clients in a professional and timely manner

· Collaborate with other department managers to coordinate activities and achieve common objectives

· Assist in the recruitment, training, and development of staff members

· Maintain a safe and secure working environment for all employees and customers

· Stay up to date with industry trends and best practices, making recommendations for improvements as necessary

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• • Delivery governance in the account 

    • Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project 
    • Ensure a green card for all accounts in terms of performance and quality
    • Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags
    • Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders
    • Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
    • Ensure regular invoicing as per the contract terms and condition
    • Forecast and track key account metrics

  • Invoicing

    • Timely submission of invoices to the client as defined in the SOW
    • Provide information required and resolve any invoicing issues raised by the client

  • Collect and analyze statistics (costs, customer service metrics etc.)

  •  Assume responsibility of budgeting and tracking expenses

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• Ensure outstanding performance against key metrics mentioned in the agreement

• Regular cadence around contract compliance

  • Evaluate performance with key metrics (accuracy, customer service metrics etc.)
  • Set direction for the team, track progress against targets through regular cadence calls and course correct as require
  • Drive the focus of the team on quality and adherence to contract compliance processes
  • Drive and implement structured cadence around quality, both process and transactional
  • Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed 
  • Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.

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• Resource Allocation & Retention
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery 
  • Optimize manpower and minimize leakages by working closely with delivery head
  • Ensure retention by offering relevant trainings and certifications of all allocated resources 
  • Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team 
• Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects