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