Project Manager

Role Overview

Project Manager at Ebra. This role involves leading and managing an operational project for a government entity, overseeing all operational and administrative aspects, ensuring performance and quality targets are achieved, and maintaining full compliance with client requirements and service level agreements.

Role Purpose

To lead and manage an operational project for a government entity from operational and administrative perspectives, ensuring delivery against approved scope, maintaining service quality, and supervising Customer Service teams and Customer Service Supervisors.

Key Responsibilities

Operations & Delivery

• Lead and manage the project from an operational and administrative perspective, ensuring delivery in line with the approved scope.
• Develop and maintain the project operational plan and monitor execution progress.
• Ensure smooth day-to-day operations and high-quality service delivery.
• Manage resource allocation and operational scheduling.
• Oversee the use of operational systems and customer management platforms.

Team Supervision & Development

• Oversee Customer Service teams and Customer Service Supervisors.
• Lead training and development initiatives for project teams.

Performance & Compliance Monitoring

• Define and monitor Key Performance Indicators (KPIs) and operational targets.
• Monitor service quality and handle escalations and operational issues.
• Ensure compliance with all applicable policies, procedures, and government entity requirements.
• Ensure adherence to Service Level Agreements (SLAs).

Risk & Continuous Improvement

• Identify operational risks and implement mitigation and improvement plans.
• Recommend and implement process improvement initiatives.

Stakeholder Management & Reporting

• Act as the main point of contact with the government entity and key stakeholders.
• Prepare and submit regular operational and performance reports to senior management.

Qualifications & Experience

• Bachelor's degree in Business Administration, Management, or a related field.
• Proven experience in project management or operations management.
• Experience supervising Customer Service functions.
• PMP certification or equivalent is preferred.
• Prior experience working on government-related projects is a plus.

Skills & Competencies

• Strong project management and planning skills.
• Leadership and team management capabilities.
• Performance monitoring and analytical skills.
• Excellent communication and professional reporting skills.
• Problem-solving and decision-making ability.
• Ability to work under pressure and manage priorities.
• Continuous improvement mindset.
• Proficiency in operational and customer management systems.
• Stakeholder management and presentation skills.