PROJECT DELIVERY AND SUPPORT MANAGER

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Position Title:  Project Delivery and Support Manager

Job Summary

• The primary focus of the position is to ensure that projects specific to Operations Group are completed on time, and within scope that are agreeable to the requirements of the stakeholders.
• The position will be in charge of handling the documentation and coordination of project management deliverables from the different Operations Group Units, project stakeholders/participants, and third-party service providers.

Specific Duties & Responsibilities

• Lead and manage Group Operations projects to ensure alignment the business requirements.
• Ensures the project goals and objectives are well-defined.
• Exhibits the ability to influence the project team in instances that need decision making
• Provide and monitor project deliverables and reporting structures to ensure successful implementation of the project.
• Identify, track, monitor and immediately raise project-related risks and issues that may occur.
• Review and escalate changes affecting scope, timing, cost and/or quality as required.
• Conduct regular meetings in different phases of the project from initiation to closeout.
• Ensure complete documentation in every phase of the project.
• Engage involved parties within Group Operations and other departments to ensure smooth transition into each project phase i.e. UAT to Implementation.
• Communicate and track program defects and project issues to its resolution through close coordination with the end users and the development team.
• Plan and execute implementation and post implementation activities ie: Production Acceptance Testing, Project Reviews.
• Validate project completion as established during planning phase of the project and generate post-implementation review.
• Gather, collate and integrate the different project plans of the various units in Group Operations.
• Monitor and maintain the optimal performance of Core Banking and Credit Card, Front-end and Auxiliary Systems.
• Access production systems to diagnose and resolve technical issues promptly.
• Collaborate with cross-functional teams to identify, troubleshoot and resolve system-related problems.
• Ensure compliance with security protocols and data protection regulations.
• Participate in disaster recovery planning and execution.
• Continuously improve system performance and reliability through proactive measures.
• Coordinate with third-party service providers, if needed, and other dependency units for actual test/simulation requirements.
• Prepare and present reports and project presentations
• Complete reportorial requirements to present project status and/or milestones.
• Identify and propose process improvement initiatives for Group Operations.
• Perform HR-related function on disciplinary action in accordance to the guidelines of the handbook.

Qualifications

• Graduate of any business course in college.
• Has 1 to 2 years working experience in Customer Service & Operations
• With minimum of 1-year experience managing process improvement initiatives / project management / UAT
• Must have familiarity with Core System and CRM.
• Proven ability to plan and handle multiple tasks or projects simultaneously and ability to work under pressure while meeting deadlines.
• Must be detailed-oriented with superior follow through capabilities
• Willing to work overtime on weekdays, weekends, and/or holidays

Other Details:

Rank: Junior Officer

Unit: Consumer Business Sector / CBS - Operations Group / Strategic Operations and Support Department / Project Delivery & Systems Support Section

Location:  Metrobank Card Center, Makati City