Project Manager

2 weeks ago

Makati, Philippines Kroll Global Solutions Inc. Full time

A Project Manager specializing in Service Delivery / Workflow Management is responsible for overseeing the end-to-end delivery of services to clients, ensuring operational excellence, and managing workflow optimization across teams. This role involves coordinating cross-functional efforts, managing client expectations, and driving continuous improvement in service delivery processes. This role combines project management with service delivery and workflow optimization responsibilities. The Project & Service Delivery Manager will lead client-facing projects during peak periods and support operational excellence when projects are not active. This includes overseeing service delivery processes, monitoring SLAs, and driving workflow improvements. The Project Manager will perform functions, including the following: Oversee project management across team skill levels to ensure timely, accurate task and project completion. Ensure client and project requirements are documented, monitored, and met with high quality through regular internal communication. Maintain proactive communication with senior stakeholders and team members. Manage departmental staffing, resources, and skills to meet service and project needs. Enforce and update divisional SOPs as required. Act as escalation point for project issues and complex decisions. Lead and coordinate UAT/BAT, ensuring alignment with business and client requirements. Deliver high-quality service projects on time and within SLAs. Design and optimize workflows for operational efficiency and scalability. Collaborate with internal teams for seamless project execution. Monitor KPIs and performance metrics to drive improvements. Manage project timelines, budgets, and resource allocation. Facilitate client/internal reviews to track progress and resolve issues. Ensure compliance with regulatory and contractual obligations. Drive automation and digitization to streamline operations. Document processes, develop SOPs, and support training initiatives. Lead post‑implementation reviews and contribute to strategic planning. Support continuous improvement initiatives and identify opportunities for innovation. Coach and mentor team members to build capability and engagement. Serve as a change agent to promote agile and scalable practices. Key Competencies: Client-Centric Mindset Process Optimization Project Planning & Execution Risk & Issue Management Stakeholder Engagement Change Management Data-Driven Decision Making Adaptability in dynamic environments Strong problem-solving and conflict resolution skills Ability to manage ambiguity Requirements Bachelor’s / master’s degree in business administration, or related field 5–8 years of experience in service delivery, workflow management, or operations project management. Legal, financial or technology industry background a plus. Strong understanding of service delivery frameworks Excellent communication, analytical, and leadership skills. Preferred: Project management tools like MS Project, ServiceNow, Monday.com, Salesforce Preferred: Strong MS office skills like Excel, SharePoint, PowerPoint, Word, etc. #J-18808-Ljbffr

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