Tech Mahindra - Programme Manager - PMO

JOB TITLE : Programme Manager - (PMO)

DEPARTMENT : Programme Management Office

LOCATION : Mumbai

REPORTS TO : Senior Programme Manager - PMO

SPAN OF CONTROL : 0-3 Project Managers/Leaders

JOB PURPOSE :

Programme Manager - PMO will be responsible for effectively managing high risk and large scale critical projects/programme that would deliver against the Company plan or Contact Centre Objectives. Also responsible for leading and driving new client transitions and existing client transitions for the addition of new services (migrating, improving and optimizing the business process into our environment). Managing and supporting a team in delivery of their projects to improve programme assurance.

PRINCIPLE ACCOUNTABILITIES :

I. To effectively manage medium-high risk and medium-large scale projects/programe that would deliver against the Company Plan or Contact Centre

Objectives : Effectively, manages current projects by following the 5 Steps of Project Management.

a. Initiation : 

- Defines and summarizes what the project is intended to achieve, in business and technical terms.

- Describes the business problem that needs to be solved and the benefits the proposed solution will provide.

- Summarizes the list of major deliverables that will be completed by the end of the project.

- Summarizes the inclusive and exclusive boundaries of the project, specifically addressing items that are both in-scope and out-of-scope.

- Seeks direction from the Project Owner/Senior Programme manager to identify stakeholders, both internal and external to the project.

- Provides and summarizes project duration, high-level timelines and milestones for the project.

- Summarizes the sources of funding (if any) for the project, outlines how the funding will be received and summarizes the estimated budget for the project.

- Identifies all assumptions and constraints that must be taken into consideration prior to the initiation of the project.

- Identifies high-level risks associated with the project and possible mitigation strategies.

- Works in conjunction with Project Owner/Senior Programme Manager to obtain necessary approvals and sign-offs from project sponsors, business sponsors, etc. in order to proceed with the planning of the project.

b. Planning: 

- Develops a written scope statement as the basis for future project decisions.

- Subdivides the major project deliverables into smaller, more manageable components.

- Identifies specific activities that must be performed to produce the various project deliverables.

- Identifies and documents interdependent activities.

- Estimates the number of work periods which will be needed to complete individual activities.

- Determines what resources (primarily people), and how many of them would be required to perform project activities.

- Works in conjunction with Project Lead/Senior Programme Manager to identify, document and assign, project roles, responsibilities, and reporting relationships.

- Determines the information and communication needs of the stakeholders such as who needs what information, when will they need it, and how will it be given to them.

- Determines what risks are likely to affect the process, documents them, evaluates them to assess the range of possible project outcomes and defines steps for opportunities and responses to these threats.

c. Execution: 

- Carries out the project plan by performing the activities included therein.

- Evaluates overall project performance on a regular basis to provide confidence that the project will satisfy the relevant quality standards.

- Develops individual and group skills to enhance project performance.

- Makes needed information available to project stakeholders in a timely manner.

- Participates in solutioning in terms of scope, time, resource, cost, risks and issue management and governance and project structuring.

d. Monitoring and Controlling: 

- Coordinates changes across the entire project by controlling changes to project scope, project schedule and project budget.

- Monitors specific project results to determine if they comply with relevant quality standards and identifies ways to eliminate causes of unsatisfactory performance.

- Collects and disseminates performance information such as status reporting, progress measurements and forecasting.

- Responds to changes in risk over the course of the project.

- Measures performance against baseline.

- Measures ongoing activities.

- Identifies correct actions and additional risks as a result of execution stage.

e. Closure: 

- Generates, gathers and disseminates information to formalize phase or project completion.

- Obtains formal sign-off from the main stakeholders and ensures acceptance on the final product from the sponsor.

- Documents all the information from the project and organize it neatly so that it can be revisited when necessary.

- Updates lesson learnt database, so that all team members can go through it and reflect on what went right or what went wrong during the project.

- Handovers project deliverables to the Operations Team and release project resources.

II. To manage and support team in delivery of their projects:

- Supervises the day-to-day working of the team to ensure that all the projects handled by the team are managed in the most effective way.

- Regularly reviews the performance of team members and undertakes conversations with them in order to provide feedback to them.

- Understands the current capability of individuals and the team, trains, coaches, and develops them to execute complex projects.

- Continuously works to identify areas of strength and development of team members and guides them to develop their capability for role enhancement and career progression.

- Motivates team members through timely rewards and recognition.

- Carries out timely appraisals with SMART action plans and undertakes course correction conversations on a half yearly basis.

- Provides opportunities for development (training opportunities & role assignments) as appropriate to DRs/ team members.

III. Interact with corporate functions:

- Third-party Contractors - Manages subcontractors and third-party providers, monitors performance, and takes corrective action as required.

- Train, develop, mentor and coach team and staff.

- Sales - Supports the sales team in efforts to increase sales through expanding the customer base with participating in process assessments, due diligence discussions/meetings, client presentations etc.

- Technology - Working with technology teams, ensuring equipment and resources are adequately available to support transition project needs.

- Seating & Planning - Agreeing on the location, seating requirements and staffing requirements with the planning team.

- Operations - Working with the operations teams, ensuring production resources are adequately available to support transition project needs.

- HR - Ensure staff's compliance with company policies.

KNOWLEDGE, SKILLS & COMPETENCIES REQUIRED :

Functional Skills and Competencies :

- Understands and knows the elements of the company plan, business drivers that impact the organization and knowledge of the telecom industry in the UK.

- Understands and knows the purpose of the role and how it links to the other roles.

- Knowledge of the Brand Strategy and its Implications.

- Strong knowledge of MS Project and the Microsoft Office Suite & MS Visio.

- Understands Project Management Methodology (PMI) and documents required to prepare a project plan, knows how to develop SOP's a Governance Plan for projects being handed over to BAU.

- Knows how to do Interdependency Management.

- Ability to quickly grasp our client's business and organization in order to effectively interact with their employees, particularly senior management and others in purchasing, receiving, human resources and accounting functions.

- Experience with workflow routing/process software/concepts

- Knows industry benchmarked PM Concepts - tools and techniques. (Desirable)

Customer Focus (Core) :

- Ability to maintain high confidentiality with sensitive information and data and display integrity.

- Ability to quickly grasp our client's business and organization in order to effectively interact with their employees, particularly senior management and others in purchasing, receiving, human resources and accounting functions.

Communication Skills (including Managing meetings): 

- Demonstrates excellent written/spoken communication and presentation skills.

- Ability to translate and summarize complex analytic findings into actionable recommendations through written and oral communication.

- Ability to interact professionally with a diverse group, executives, managers, and subject matter experts by displaying excellent verbal and written communication skills.

- Is able to ask open-ended questions that encourage others to give their points of view.

- Is able to encourage response and dissent to ideas and issues and waits for the other person to finish their intended message before responding.

- Is able to refrain from immediate judgment and criticism of others- ideas, delivering criticism in a way that demonstrates sensitivity to the feelings of others.

Stakeholder Management :

- Is able to identify and prioritize stakeholder interests and include their interests and expectations in the requirements, objectives, scope, deliverables, time schedules and costs of the project plan.

- Is able to develop a strategy/plan to manage and communicate effectively with all stakeholders.

- Is able to implement and monitor the effectiveness of stakeholder management plan.

- Is able to ensure that threats and opportunities represented by stakeholders are captured and proactively manages as risks.

- Is able to execute, communicate and manage change in the stakeholder management plan throughout the life cycle.

- Ability to gain commitment of all stakeholders, including the most challenging.

Influencing and Interpersonal Skills :

- Ability to build and sustain relationships with (internal and external) stakeholders and influence them on MIS related decisions impacting the performance of your team.

- Ability to communicate with all stakeholders, team members in a way that is clear and considerate.

- Ability to communicate effectively, both verbally and in writing, with India & UK stakeholders & across all levels.

- Supporting others to help achieve their goals and gels well with the team.

Analytical Thinking & Decision Making Skills :

- Ability to work with data, analyse and draw inferences from data.

- Demonstrates ability to make unpopular and difficult decisions when necessary.

- Ability to make impactful decisions around issues involving - uncertainty, complexity, high-risk consequences, alternatives and interpersonal issues.

Documentation and Reporting Skills :

- Ability to articulate effectively while reporting, creating minutes and action plans.

- Ability to update project related documents (including stakeholder analysis) and version control documents contextually and accurately.

Achievement Orientation :

- Ability to do things differently/show improvements when shortcomings are highlighted and figure out ways to meet them instead of reasoning them out.

- Is able to adapt quickly to changing priorities and conditions.

- Is able to cope effectively with complexity and change and is receptive to feedback and displays a drive to continuously improve oneself.

- Displays a - can-do- attitude.

- Avoids letting emotions get the better of the situation and is able to see and communicate the big picture in an inspiring way.

Initiative :

- Ability to lead from front and needs no/minimum guidance.

- Is able to act without being told what to do.

- Is able to bring new ideas, is inspiring and motivates others to excel.

Direct Report (DR) Management :

Effective Coaching & Feedback :

- Ability to provide feedback in constructive, firm and outcome focussed manner.

- Ability to coach DRs through their challenges & issues to continuously enhance performance & behaviours on delivery of tasks.

Performance management :

- Conduct effective and meaningful performance conversations with DRs with equity and emphasis on behaviours.

Leading and Developing Others :

- Provides opportunities for development (training opportunities & role assignments) as appropriate to DRs/ team members.

- Manages and develops DRs to ensure effective team work and understanding of stakeholder requirements and needs, and ensure effective performance.

- Provides leadership to DRs/ team by modelling high standards of work performance and ethics.

Conflict Management :

- Proactively addresses interpersonal conflicts among team members and positively influences individuals, negotiates and uses appropriate methods to mediate and resolve conflicts.

EDUCATION & EXPERIENCE REQUIRED :

Education :

- (Minimum) Graduation required in any discipline and PMP trained/certified.

- (Preferred) Post Graduation.

Experience :

- Minimum of 8 years experience of which, at least 3 years should have been in a project management role (projects may involve non-operational change, operational change, infrastructure setup or transition projects).

- Experience of leading and managing teams.

- Should have managed a large project end-to-end following the project management methodology.

- Must actively practice the concepts of project management.

Others :

- The job role involves travel to & stay in Pune/Mumbai.

Important Note : We are looking for candidates with experience into BPO related projects and not IT related projects.