Key Responsibilities: 1. End-to-End Program Delivery & SLA Management - Manage the end to end project management workflow.
About the role
Key Responsibilities:
1. End-to-End Program Delivery & SLA Management
- Manage the end to end project management workflow.
- Able to complete project management tasks autonomously.
- Able to take responsibility for end to end project deliverables in accordance with SLAs.
- Ensure all projects are delivered on time as per customer SLA.
- Establishes deadlines /ensures deadlines are feasible and completes tasks by said deadlines.
- Effectively balances and manages priorities across a variety of task types and customers.
- Responsiveness to internal and external comms within pre-defined SLAs.
- Responds quickly and efficiently to internal and external stakeholders.
2. Resource Strategy & Team Leadership
- Responsible for maintaining resources, core teams and pipeline to support project management work.
- Identifies resource requirements for production work.
- Performs self-sourcing in our existing vendor database and enters sourcing requests when new vendors are needed.
- Manage linguist communication for all projects.
- Able to define and delegate admin work to PCs Interns.
- Train supporting resources on key production processes and methodology.
3. Quality, Risk, & Financial Assurance
- Responsible for CM, Quality and OTD KPIs.
- Manage quality at project level - including Review, Verification, QA, LQE.
- Manage quality complaints and feedback received from stakeholders.
- Risk analysis to identify risks, potential issues, plan to and mitigate them.
- Completes ongoing risk assessment and mitigation for all production areas.
- Escalates issues or problems to manager in an effective manner, along with proposed solutions.
- Raise Customer Support tickets for 100% of production blockers (Jira).
- Process and approves invoicing and payments.
- Provides insight to Strategist into revenue forecasts based on production volume.
4. Technical Execution & Process Governance …
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