Senior Project Manager (DPO)

Job Summary

Operational Management

• Lead and manage end-to-end Order Management operations across multiple customers/accounts.
• Ensure timely and accurate processing of customer orders, amendments, cancellations, returns, and escalations.
• Drive adherence to SLAs, productivity, quality, and customer experience targets.
• Monitor order backlog, aging reports, and exception queues to ensure timely resolution.
• Identify operational risks and implement mitigation plans.

Key Responsibilities

Team Leadership

• Lead large teams comprising Team Leaders, SMEs, and Order Management Specialists.
• Drive employee engagement, retention, and talent development initiatives.
• Conduct performance reviews, coaching sessions, and succession planning.
• Build a high-performance culture focused on accountability and continuous improvement.

Skill Requirements

Performance & Governance

• Manage key operational metrics including:
  • Order Accuracy
  • Order Cycle Time
  • SLA Compliance
  • Productivity
  • Revenue Impact
  • Customer Satisfaction (CSAT)
  • Quality Scores
  • Backlog Management
• Prepare and present weekly, monthly, and quarterly business reviews.

Other Requirements

Process Improvement & Transformation

• Drive Lean Six Sigma and automation initiatives.
• Identify opportunities for process standardization and efficiency gains.
• Lead system enhancements and digital transformation projects.
• Utilize reporting tools such as Power BI, Tableau, and Excel for data-driven decision making.