The Role
Lead PMO governance and end-to-end project delivery for BPO operations: define processes, KPIs, and portfolio priorities; plan, execute, monitor, and close projects; develop dashboards and reports; manage risks, change, stakeholders, and steering committees; drive continuous improvement, automation, and change management across teams.
Summary Generated by Built In
1. PMO Governance & Framework
•Develop and implement PMO policies, processes, templates, and project lifecycle
standards tailored to BPO operations.
•Ensure compliance with organizational governance models, methodologies (e.g., Agile,
Waterfall, or hybrid), and documentation standards.
•Define KPIs and metrics for project success, including delivery timelines, cost control,
ROI, and post-implementation outcomes.
2. Project Planning & Execution
•Manage the end-to-end lifecycle of projects: initiation, planning, execution, monitoring,
and closure.
•Coordinate with multiple departments (Operations, HR, IT, Finance, and Client Services)
to align project activities and resources.
•Create and maintain project dashboards, trackers, and status reports for leadership review.
•Manage project risks, issues, and change requests, ensuring timely escalation and
mitigation.
3. Strategic Alignment & Delivery
•Align all projects and programs with the company’s strategic goals, KPIs, and BPO client
commitments.
•Support senior management in prioritizing strategic initiatives and resource allocation.
•Lead portfolio reviews and ensure progress against strategic roadmaps and transformation objectives.
4. Reporting & Analytics
•Develop PMO dashboards using BI tools or Excel/Power BI for visibility into
performance, cost, and delivery metrics.
•Present weekly/monthly reports to management summarizing key project outcomes,
risks, and mitigation plans.
•Monitor performance indicators such as utilization rates, cost variance, project ROI, and
SLA adherence.
5. Stakeholder & Communication Management
•Act as a communication bridge between project teams, department heads, and clients
(when applicable).
•Facilitate governance meetings, project reviews, and steering committees.
•Ensure clear communication of timelines, deliverables, and expectations across all levels
.
6. Continuous Improvement
•Identify opportunities for process optimization, automation, and efficiency within BPO
delivery functions.
•Drive lessons-learned sessions and institutionalize best practices.
•Support change management and capability-building initiatives across teams.
Requirements
•Education:
- Bachelor’s degree in Business Administration, Project Management,
Engineering, or related field.
(PMP, PRINCE2, or Agile certification preferred)
•Experience:
- Minimum 5+ years of experience in Project Management, preferably in a BPO
or shared services environment.
- Proven experience managing cross-functional or transformation projects.
- Experience with PMO setup, governance, and portfolio management.
•Technical Skills:
- Proficiency in MS Project, Power BI, Excel, and project tracking tools (e.g.,
Jira, Asana, Smartsheet).
- Strong analytical, documentation, and reporting skills.
Key Competencies
- Strategic Thinking & Business Acumen
- Process Orientation & Operational Excellence
- Risk & Change Management
- Communication & Stakeholder Engagement
- Time Management & Prioritization
- Leadership and Influencing Skills
Skills Required
- Bachelor's degree in Business Administration, Project Management, Engineering, or related field
- PMP, PRINCE2, or Agile certification
- Minimum 5+ years of Project Management experience, preferably in BPO or shared services
- Proven experience managing cross-functional or transformation projects
- Experience with PMO setup, governance, and portfolio management
- Proficiency in MS Project, Power BI, Excel, and project tracking tools (Jira, Asana, Smartsheet)
- Strong analytical, documentation, and reporting skills
- Strategic thinking and business acumen
- Process orientation and operational excellence
- Risk and change management skills
- Communication, stakeholder engagement, and leadership skills
- Time management and prioritization abilities
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The Company
What We Do
Centro CDX is a global business process outsourcing (BPO) and diversified technology solutions provider. It specializes in digital transformation and data intelligence, offering services that revolutionize business operations through process orchestration and security enablement. Operating across North America, Europe, the GCC, and Africa, the company focuses on streamlining processes and enhancing customer experience to drive sustainable growth for its clients.
