PMO Governance & Framework Development
- Design, implement, and continuously refine PMO standards, governance structures, and delivery methodologies tailored for the dynamic pace of BPO operations.
- Develop project templates, documentation standards, and reporting tools that ensure uniformity, quality, and efficiency across all projects.
- Ensure strict adherence to compliance requirements, client-specific standards, and internal controls.
Program & Project Oversight
- Manage a diverse portfolio of strategic initiatives including client transitions, migrations, digital transformation efforts, and internal optimization projects.
- Support and mentor project managers and assistant project managers in planning, scheduling, budgeting, and risk mitigation.
- Track project KPIs, SLAs, milestones, and budgets across multiple programs, ensuring proactive escalation and resolution of issues.
Strategic Alignment & Executive Reporting
- Align project portfolios with DME Service Solutions’ vision, business strategy, annual operating plan, and client satisfaction goals.
- Deliver real-time performance updates and risk assessments to senior leadership using dashboards and executive summaries.
- Facilitate governance meetings and portfolio reviews to ensure cross-functional alignment and visibility.
Stakeholder & Client Engagement
- Coordinate with internal teams (Operations, HR, IT, Training & Quality, WFM) and external clients to ensure project success and stakeholder satisfaction.
- Manage communication flows, scope control, and expectations across all parties, fostering a culture of transparency and accountability.
Change & Risk Management
- Identify enterprise-level risks across programs and develop organization-wide mitigation and contingency strategies.
- Lead change management initiatives, including training rollouts, adoption tracking, and communication plans for process and system changes.
Team Leadership & Talent Development
- Lead and develop a high-performing PMO team, including project managers, assistant project managers, and coordinators.
- Promote a performance-driven, continuous-improvement culture through hands-on coaching, career development, and capability building.
Qualifications
- Bachelor’s degree in Business Administration, Operations Management, Engineering, or a related field (Master’s or MBA preferred).
- 7+ years of progressive experience in project and program management, including at least 5 years in a PMO leadership or portfolio management role.
- Proven experience managing large-scale projects in a BPO, ITO, or KPO setting, including client onboarding, transitions, and digital process improvements.
- PMP, PRINCE2 Practitioner, or equivalent (required).
- Lean Six Sigma Green or Black Belt (preferred).
- Agile, SAFe, or ITIL certifications (a plus).
- Expertise in project management platforms (e.g., MS Project, Jira, Smartsheet, Asana, or Wrike).
- Strong skills in Microsoft Excel and PowerPoint; experience with reporting/BI tools such as Power BI or Tableau is advantageous.
- Strong leadership presence with the ability to influence, negotiate, and lead cross-functional teams at all levels of the organization, including C-level and client settings.
- Excellent communication, presentation skills, stakeholder management, and conflict-resolution abilities—especially in high-pressure, client-facing scenarios.
- Analytical mindset with a proactive, solutions-oriented approach to managing complex projects and risks.
- Comfortable navigating change and ambiguity in a fast-moving, service-driven environment.