An exciting opportunity for a Project Manager to integrate our Delivery Hub team that aims to deliver excellent services to our international clients.
AREAS OF RESPONSIBILITY:
- Ensure all services are delivered according to standards and expectations.
- Create, maintain, and update standard operating procedures and checklists for service delivery.
- Recommending service improvements.
- Monitoring, evaluating, and addressing performance.
- Develop, implement, and maintain quality assurance protocols.
- Understand the business needs, priorities, and opportunities.
- Improve service delivery and customer satisfaction.
- Identify customer service improvements and opportunities.
- Establish and maintain a positive customer impression and relationship.
- Proactively identify, mitigate, and track recurring customer service issues.
- Provide technical advice and guidance for employees.
- Collaborate with Human Resources ensure people’s retention to define tailored professional path and trainings for team members
- Support the Hub Operations Manager in finding and close new business opportunities
WHAT DO WE ASK OF YOU?
- Manage service teams to ensure timely completion of service deliveries and clients’ satisfaction
- Train, develop, and motivate teams to complete tasks efficiently and accurately.
- Coordinate service schedule activities.
- Ensure contract terms and conditions are fulfilled.
- Assist in development of new service standards and protocols.
- Create work schedules and assignments.
- Develop and maintain work opportunities.
- Formalize & maintain current knowledge of service defining best practices and operational guidelines for the Hub competences
- Maintaining positive relationships with customers.
- Identifying customer needs and overseeing service delivery within the business context.
- Report activities’ progress and risks to Hub management in concise and clear form
Requirement:
- Strong customer service, project management, and quality control skills.
- Good resource planning skills.
- Excellent team leadership and motivation capabilities
- Excellent verbal and written communication, presentation, and interpersonal skills.
- Languages: Mandatory English and French
- Experience in analysis for international projects and/or medium and large groups of the Insurance business sector
- Knowledge of good coding practices java, and SQL
- ITIL or PM certifications