The PMO Specialist supports the account management team in executing the BPO Global Account Governance including the following areas: Resource Management, Special Projects Management, Financials Management, Change Management, Governance Standardization across a Global team, Client Expectation Management. Responsibilities may include the development and execution of account governance processes, process improvement, collaboration between both internal and client global teams, data analysis, and account documentation / reporting.
Professional Skills required for success in this position:
Ability to respond to fast-paced, start-up type rapidly changing environment
Time-Management and adaptability based on changing priorities
Willing to attack problems with flair, creativity and innovation
Prior experience of working with senior leadership and vendor-client relationship
Enthusiastic about solving problems and tackling new challenges
Communicates openly and effectively in both formal and informal settings
Shared ownership of both internal goals as well as client goals
Strong Collaborator and able to learn quickly
Disciplined in Organizational Skills
Operational and Financial Management
Forecast and track the portfolio of projects and functions
Design appropriate management reports/scorecards that articulate financial results and highlight inefficiencies
Develop and improve standardized operational processes
Drive and implement continuous improvement and optimization programs for operational processes
Manage critical program dependencies, across growth platforms
Collaborate with operations leaders to identify opportunities to improve through effective data management
Collaborate with different stakeholders to understand business needs, initiate and complete end-to-end analysis and deliver business reports.
Drive data-based decisions and monitor key metrics to measure business impact of process improvements, document process flows and business requirements.
Progress Monitoring and Reporting
Supervise and manage the program plan, track progress, cascade updates and changes to the organization
Accountable for the delivery of program capabilities and business results
Coordinate approvals for new projects, project gate reviews, contingency plans and scope changes, as part of the established governance process.
Create and maintain dashboards to communicate data concepts to team.
Support report development and deck creation for content moderation team.
Manage historical and real time data analysis to identify performance and quality trends.
Support ad hoc requests and projects.
Risk and Issue Management
Manage Business Operations related risks and mitigation
Address concerns escalated by the client and/or management team
Resolve issues escalated by the client team and escalate unresolved issues
Contain and resolve issues within the program or account that do not require management attention
Development of web forms to support systematic management of escalation tracking.
2+ years project management and/or project coordination experience
4+ years of experience with MS Office (advanced PowerPoint and Excel skills)
1-2 years in a financial analysis experience
Excellent in making presentations in Microsoft Powerpoint
Excellent Verbal and Written Communication Skills
Knowledge in reporting and data analysis
Ability and willingness to always learn new concepts and coding skills
Comfortable working on ad hoc analysis request with urgent timelines
Bachelor's degree - preferred in Engineering, Mathematics, Statistics, Economics, or a related field
Previous client facing experience
Prior experience in interacting with senior leadership
Program, Project Management and Service Management Experience
Prior Experience working for innovative technology company
2+ years of Process Improvement Experience
Google Suite of products experience