Leads complex cross-functional projects and establishes a scalable project management practice. Responsibilities include designing Agile, Waterfall, and hybrid methodologies; implementing governance, templates, reporting, and repositories; overseeing schedules, budgets, P&L, risks, issues, dependencies, and stakeholder communications; mentoring project managers; facilitating Agile ceremonies; and driving continuous improvement, knowledge sharing, and delivery consistency.
Objectives of the Role:
1. Project Planning & Scheduling:
KPI Description Benchmark Target On-Time Delivery % of milestones and project deliverables completed as per plan ≥ 90% adherence To be agreed upon Budget Adherence % variance between planned and actual project costs ± 5% variance To be agreed upon RAID Log Management % of risks, issues, and dependencies tracked and resolved within SLA ≥ 95% logged, avg. resolution < 3 days To be agreed upon Governance & Reporting Adherence % adherence to PM governance standards, reporting cadence, and templates ≥ 98% compliance To be agreed upon Scope Change Control % of scope changes managed through formal change process < 5% uncontrolled changes To be agreed upon Communication Cadence % of scheduled reports, escalations, and stakeholder updates delivered on time ≥ 98% adherence To be agreed upon Responsibilities Objectives of the Role:
1. Project Planning & Scheduling:
KPI Description Benchmark Target On-Time Delivery % of milestones and project deliverables completed as per plan ≥ 90% adherence To be agreed upon Budget Adherence % variance between planned and actual project costs ± 5% variance To be agreed upon RAID Log Management % of risks, issues, and dependencies tracked and resolved within SLA ≥ 95% logged, avg. resolution < 3 days To be agreed upon Governance & Reporting Adherence % adherence to PM governance standards, reporting cadence, and templates ≥ 98% compliance To be agreed upon Scope Change Control % of scope changes managed through formal change process < 5% uncontrolled changes To be agreed upon Communication Cadence % of scheduled reports, escalations, and stakeholder updates delivered on time ≥ 98% adherence To be agreed upon Qualifications
- Will be a SAFe Agilist, responsible for building the framework and processes to manage complex engagements effectively.
- A key part of the role is to train and mentor program managers on managing complex engagements.
- Lead the transformation of the Data Led CX Program Management Practice into a scalable, disciplined, and efficient practice.
- Establish and operationalize Program Management Practice, tools, and governance frameworks
- Lead the rollout of standardized templates, processes and best practices across teams and leadership
- Replicate the PM framework, templates and practices to broader teams and leadership
- Ensure delivery governance, timely execution, and alignment with client priorities
- Coordinate stakeholders, manage resources, and provide visibility into project performance through structured reporting such as show and tell sessions and weekly status update meets
- Foster collaboration and embed continuous improvement across delivery streams
- Improve project outcomes and increase client satisfaction
- Support sustained business growth by aligning PM practices with organizational goals.
1. Project Planning & Scheduling:
- Lead project from requirement phase until delivery, ensuring project schedules, scopes, budgets, and documentation (project plan, stakeholder register etc.) are well-defined and maintained
- Design and implement standardized Waterfall and Agile methodologies and templates.
- Create a centralized repository for project artifacts.
- Monitor health processes to identify and address key gaps.
- Provide high-level guidance to project and program teams on managing plans, budgets, and key metrics (scope, time, cost).
- Oversee project financials, including P&L, and ensure compliance with all standards.
- Coordinate project workflows and manage logistics for meetings and events.
- Support Project and Program Managers with scheduling and action item follow-up.
- Update program plans, cash flow, and monthly budgets.
- Collaborate with other departments and vendors on program tasks
- Ensure PM start-up checklists are completed and execution paybook processes are followed.
- Manage invoice notifications, payments, and reconciliation
- Regularly update RAID logs
- Provide accurate, clear information to management to support effective decision-making.
- Maintain and manage access to the program repository.
5. Team Development & Knowledge Management:
- Address execution inconsistencies by leading structured training and upskilling sessions.
- Promote a culture of knowledge sharing and reuse to accelerate delivery and prevent redundant work.
- Oversee the development of standardized PM templates, reporting frameworks, and governance models to ensure consistency and scalability
- Define roles and responsibilities as per the RACI matrix
- Maintain RAID log (Risks, Assumptions, Issues, Dependencies) and implement corrective actions where required
- Leads a cross-functional POD comprising program PMs, Business Analyst and Client Success Manager
- Manage cross-functional alliance with internal teams, partners, and clients to ensure smooth project execution by acting as a single point of contact
- Track project progress against scope, timeline, and budget, adjusting plans as needed to meet objectives
- Facilitate Agile ceremonies and stakeholder cadence meetings to keep them posted about the latest progress through show and tell and weekly status update meetings
- Review project artefacts for correctness and completeness, ensuring adherence to project management governance standards
- Maintain strong risk, issue, and dependency tracking, reporting regularly to senior leadership with mitigation strategies
- Capture lessons learned and lead retrospective sessions to drive process optimization
- Proven ability to design and institutionalize best practices through PM templates and execution playbooks aligned with organizational objectives
- Promote a culture of continuous improvement and adoption of best practices across the PM Practice
- 12–15 years of proven experience leading complex, cross-functional projects with strong stakeholder engagement and end-to-end delivery ownership.
- Hands-on expertise in project management and collaboration tools or PPM tools for planning, tracking, and reporting.
- Deep understanding of Agile, Waterfall, and hybrid delivery models with the ability to tailor approaches to project needs; strong communication and multitasking skills to drive execution in fast-paced environments.
KPI Drivers
KPI Description Benchmark Target On-Time Delivery % of milestones and project deliverables completed as per plan ≥ 90% adherence To be agreed upon Budget Adherence % variance between planned and actual project costs ± 5% variance To be agreed upon RAID Log Management % of risks, issues, and dependencies tracked and resolved within SLA ≥ 95% logged, avg. resolution < 3 days To be agreed upon Governance & Reporting Adherence % adherence to PM governance standards, reporting cadence, and templates ≥ 98% compliance To be agreed upon Scope Change Control % of scope changes managed through formal change process < 5% uncontrolled changes To be agreed upon Communication Cadence % of scheduled reports, escalations, and stakeholder updates delivered on time ≥ 98% adherence To be agreed upon Responsibilities Objectives of the Role:
- Will be a SAFe Agilist, responsible for building the framework and processes to manage complex engagements effectively.
- A key part of the role is to train and mentor program managers on managing complex engagements.
- Lead the transformation of the Data Led CX Program Management Practice into a scalable, disciplined, and efficient practice.
- Establish and operationalize Program Management Practice, tools, and governance frameworks
- Lead the rollout of standardized templates, processes and best practices across teams and leadership
- Replicate the PM framework, templates and practices to broader teams and leadership
- Ensure delivery governance, timely execution, and alignment with client priorities
- Coordinate stakeholders, manage resources, and provide visibility into project performance through structured reporting such as show and tell sessions and weekly status update meets
- Foster collaboration and embed continuous improvement across delivery streams
- Improve project outcomes and increase client satisfaction
- Support sustained business growth by aligning PM practices with organizational goals.
1. Project Planning & Scheduling:
- Lead project from requirement phase until delivery, ensuring project schedules, scopes, budgets, and documentation (project plan, stakeholder register etc.) are well-defined and maintained
- Design and implement standardized Waterfall and Agile methodologies and templates.
- Create a centralized repository for project artifacts.
- Monitor health processes to identify and address key gaps.
- Provide high-level guidance to project and program teams on managing plans, budgets, and key metrics (scope, time, cost).
- Oversee project financials, including P&L, and ensure compliance with all standards.
- Coordinate project workflows and manage logistics for meetings and events.
- Support Project and Program Managers with scheduling and action item follow-up.
- Update program plans, cash flow, and monthly budgets.
- Collaborate with other departments and vendors on program tasks
- Ensure PM start-up checklists are completed and execution paybook processes are followed.
- Manage invoice notifications, payments, and reconciliation
- Regularly update RAID logs
- Provide accurate, clear information to management to support effective decision-making.
- Maintain and manage access to the program repository.
5. Team Development & Knowledge Management:
- Address execution inconsistencies by leading structured training and upskilling sessions.
- Promote a culture of knowledge sharing and reuse to accelerate delivery and prevent redundant work.
- Oversee the development of standardized PM templates, reporting frameworks, and governance models to ensure consistency and scalability
- Define roles and responsibilities as per the RACI matrix
- Maintain RAID log (Risks, Assumptions, Issues, Dependencies) and implement corrective actions where required
- Leads a cross-functional POD comprising program PMs, Business Analyst and Client Success Manager
- Manage cross-functional alliance with internal teams, partners, and clients to ensure smooth project execution by acting as a single point of contact
- Track project progress against scope, timeline, and budget, adjusting plans as needed to meet objectives
- Facilitate Agile ceremonies and stakeholder cadence meetings to keep them posted about the latest progress through show and tell and weekly status update meetings
- Review project artefacts for correctness and completeness, ensuring adherence to project management governance standards
- Maintain strong risk, issue, and dependency tracking, reporting regularly to senior leadership with mitigation strategies
- Capture lessons learned and lead retrospective sessions to drive process optimization
- Proven ability to design and institutionalize best practices through PM templates and execution playbooks aligned with organizational objectives
- Promote a culture of continuous improvement and adoption of best practices across the PM Practice
- 12–15 years of proven experience leading complex, cross-functional projects with strong stakeholder engagement and end-to-end delivery ownership.
- Hands-on expertise in project management and collaboration tools or PPM tools for planning, tracking, and reporting.
- Deep understanding of Agile, Waterfall, and hybrid delivery models with the ability to tailor approaches to project needs; strong communication and multitasking skills to drive execution in fast-paced environments.
KPI Drivers
KPI Description Benchmark Target On-Time Delivery % of milestones and project deliverables completed as per plan ≥ 90% adherence To be agreed upon Budget Adherence % variance between planned and actual project costs ± 5% variance To be agreed upon RAID Log Management % of risks, issues, and dependencies tracked and resolved within SLA ≥ 95% logged, avg. resolution < 3 days To be agreed upon Governance & Reporting Adherence % adherence to PM governance standards, reporting cadence, and templates ≥ 98% compliance To be agreed upon Scope Change Control % of scope changes managed through formal change process < 5% uncontrolled changes To be agreed upon Communication Cadence % of scheduled reports, escalations, and stakeholder updates delivered on time ≥ 98% adherence To be agreed upon Qualifications
Bachelor's/Master's in any stream 5-8 years
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