Simplified Job Responsibilities - Project Manager (PM)
- Organise monthly performance meetings with client and management to report on service performance.
- Attend meetings with client and other agencies to discuss contract-related matters.
- Work closely with client to ensure all Customer supporting staff are:
- Competent
- Properly trained
- Meeting qualification requirements
- Ensure all Customer supporting staff:
- Sign confidentiality/security undertakings
- Complete required security screening before deployment
- Attend training and development meetings and ensure all new information, updates, and service changes are shared with Customer supporting staff promptly.
- Continuously update Customer supporting staff with operational knowledge and improvements for daily work.
- Handle service recovery for escalations, including:
- Investigating issues
- Communicating with customers (phone/email/face-to-face)
- Coordinating with stakeholders
- Implementing corrective actions
- Documenting actions and providing updates to Client
- Investigate and submit written reports within 3 days for any complaints or feedback, including recommendations if required (unless extension is granted).
- Must be always contactable via phone and email and respond promptly to Client.
