Capita - Senior Manager - Projects

Role: Senior Manager

Function: Projects

Reporting to: DGM/Head - Projects

Management of: Manager Projects

Role Objective :

- To own the implementation of multiple large scale process transition or migration project plans.

- To manage and mentor project implementation team members.

- To negotiate and own SLAs and KPIs till completion of the transition or migration process.

- Ensure adherence to the Offshoring/transition framework for project planning, execution and delivery.

- Lead a team of project managers, steer, guide and support their delivery to the client.

Professional Know-how :

Academic : Graduate or Post Graduate (any discipline)

Experience :

1. At least 8 years with 3-4 years in migrating processes across domains

2. Experience in the BPO sector and Prince 2 / PMI accreditation is preferred MS Project and MS Visio knowledge desirable

Working Relationships :

Internal :

1. Business lines, functions

2. Client / Capita UK

External :

- End-client representatives (based on project requirement)

Primary Responsibilities :

1. Work with cross-functional teams (may include end client representatives) to analyze requirements (changes in existing processes and workflows), identify solutions, plan for and lead process transitions or migrations;

2. Ensure client management and have ownership for overall account delivery.

3. Distribute responsibilities among the project and implementation team members and monitor ownership;

4. Ensure adherence to project plan and its timelines;

5. Track project implementation, quality, risks and concerns and publish periodic status updates and reports;

6. Ensure on-time and accurate project documentation;

7. Liaise with business lines and functions (operations, HR & IT) on training, recruitment and system requirements for projects; and

8. Facilitate negotiations of service level agreements and KPIs between Capita UK teams, the end-client and business lines and functions, developing alternatives for discussion and owning them till the transition or migration is completed; and

9. Coach, guide and support the project management team to achieve individual, team and project objectives.

10. Has responsibility for more than one aspect of business unit performance, e.g. profit, sales, cost management, customer service levels etc. May be a cost centre manager. Will have client relationship management responsibilities and managerial responsibility for a team. Champions TCF in area ensuring built into relevant communications and activities

Key Result Areas :

1. Planning for project implementations and adherence to timelines and quality norms

2. Project documentation and status reporting

3. Negotiated SLAs and KPIs