Job Description

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.

Responsibilities

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

1. Implement Governance & Oversight:

• 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.

1. Operational Leadership:

• 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

1. Information Management:

• Provide accurate, clear information to management to support effective decision-making.
• Maintain and manage access to the program repository.

1. 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.

1. PM Practice Setup & Collaboration:

• 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

1. Governance & Collaboration:

• 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

1. Risk & Issue Management:

• 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

1. Continuous Improvement:

• 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

Skills & Competencies

• 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 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.

Responsibilities

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

1. Implement Governance & Oversight:

• 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.

1. Operational Leadership:

• 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

1. Information Management:

• Provide accurate, clear information to management to support effective decision-making.
• Maintain and manage access to the program repository.

1. 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.

1. PM Practice Setup & Collaboration:

• 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

1. Governance & Collaboration:

• 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

1. Risk & Issue Management:

• 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

1. Continuous Improvement:

• 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

Skills & Competencies

• 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

Bachelor's/Master's in any stream 5-8 years