Project Manager - Client Delivery & Operations

Job Summary

We are looking for a highly motivated and experienced Project Manager to lead end-to-end project execution across multiple client engagements. The role involves managing client relationships, cross-functional teams, project governance, risks, budgets, quality, and continuous improvement initiatives.

The ideal candidate will have strong project management and stakeholder management capabilities, excellent analytical and communication skills, and a proven ability to deliver projects within agreed timelines, quality standards, SLAs, and budgets.

Key Responsibilities

Project Planning & Execution

• Plan, execute, monitor, and deliver projects within defined scope, timelines, quality standards, and budgets.
• Develop project plans, milestones, resource plans, dependencies, and risk mitigation strategies.
• Track project progress and ensure timely completion of key deliverables.
• Maintain comprehensive project documentation throughout the project lifecycle.
• Manage project scope, timelines, dependencies, and change requests.

Client & Stakeholder Management

• Serve as the primary point of contact for assigned clients.
• Conduct regular governance meetings, project reviews, and status calls.
• Understand client requirements and translate them into actionable execution plans.
• Build strong, long-term client relationships and drive high customer satisfaction.
• Coordinate with Operations, Finance, HR, Technology, Compliance, Quality, and other internal stakeholders.
• Present project performance, risks, and key decisions to senior leadership.

Team Leadership & People Management

• Lead cross-functional teams comprising Operations, Quality, Technology, Field, and support functions.
• Allocate resources effectively based on workload, capacity, and skill requirements.
• Drive accountability, ownership, and performance across project teams.
• Coach and mentor team members to improve productivity and capability.
• Support performance management, engagement, and retention initiatives.

Risk & Issue Management

• Identify, assess, and proactively manage project risks.
• Develop contingency plans and mitigation strategies.
• Escalate critical risks and issues with clear recommendations and action plans.
• Maintain risk and issue registers and track actions through closure.
• Ensure timely resolution of client and operational escalations.

Quality & Process Improvement

• Ensure adherence to defined SOPs, SLAs, quality standards, and compliance requirements.
• Monitor project KPIs and implement corrective and preventive actions.
• Identify opportunities for process optimization, automation, and productivity improvement.
• Drive continuous improvement initiatives using Lean, Six Sigma, or automation methodologies.
• Standardize processes and implement best practices across engagements.

Financial & Commercial Management

• Monitor project budgets, costs, profitability, and resource utilization.
• Support budgeting, forecasting, and financial planning activities.
• Track project commercials and identify cost optimization opportunities.
• Coordinate with Finance teams for timely invoicing and revenue realization, where applicable.

Reporting & Governance

• Prepare and publish weekly and monthly project dashboards.
• Track and report key project metrics including:
• SLA adherence
• Quality scores
• Customer satisfaction (CSAT)
• Resource utilization
• Productivity
• Budget adherence
• Risk and issue status
• Project delivery performance
• Provide actionable insights and recommendations based on project data.

Key Performance Indicators

• On-time project delivery
• SLA compliance
• Budget adherence and project profitability
• Customer satisfaction / CSAT
• Quality performance
• Productivity improvement
• Resource utilization
• Risk mitigation effectiveness
• Team engagement and retention
• Successful implementation of continuous improvement initiatives

Required Qualifications

• Bachelor's degree in Engineering, Business Administration, Commerce, or a related discipline.
• MBA or relevant Project Management certification is preferred.
• 7-12 years of experience in Project Management, Operations Management, Service Delivery, or a related role.
• Proven experience managing client-facing projects and cross-functional teams.
• Experience managing teams of 20+ members is desirable.

Preferred Industry Experience

Candidates with experience in any of the following environments will be preferred:

• Managed Services
• BFSI Operations
• FMCG
• Audit & Assurance
• Field Audit Programs
• Supply Chain
• Consulting
• Trade Promotion Management
• Service Delivery Operations

Required Skills

Project Management

• Project Planning & Execution
• Resource Planning
• Risk & Issue Management
• Stakeholder Management
• Client Relationship Management
• Budget & Cost Management
• Governance & Reporting
• Process Improvement

Technical Skills

• Advanced Microsoft Excel (MIS)
• Microsoft PowerPoint
• Microsoft Project / Smartsheet / Jira
• Power BI preferred
• Project Management and collaboration tools

Behavioral Skills

• Excellent communication and presentation skills
• Leadership and people management
• Strong analytical and problem-solving ability
• Negotiation and conflict-resolution skills
• Decision-making under pressure
• Strong time-management skills
• Customer-centric approach
• Ability to work in a fast-paced, dynamic environment

Preferred Certifications

• PMP
• PRINCE2
• Agile / Scrum Certification
• Lean Six Sigma Green Belt
• ITIL Foundation preferred for service delivery projects

Contact Person: Gnaneswar ([phone removed])