Project Manager – Client Operations

Description

Summary: Seeking a highly organized and client-focused Project Manager to act as the key liaison between the client and BPO operations team, ensuring service delivery excellence. Highlights: 1. Key liaison between client and BPO operations, based at client's premises. 2. Manage communication, coordinate operations, ensure service delivery excellence. 3. Build and maintain strong professional relationships with client stakeholders. **Job Summary:** We are seeking a highly organized and client\-focused Project Manager to act as the key liaison between the client and the BPO operations team. The successful candidate will be based at the client’s premises and will play a critical role in managing communication, coordinating operational activities, ensuring service delivery excellence, and maintaining strong stakeholder relationships. The Project Manager will serve as the primary point of contact between both parties, ensuring smooth collaboration, timely issue resolution, and alignment with agreed service levels and business objectives. **Key Responsibilities** ### **Client Relationship Management** * Act as the main point of contact between the client and the BPO company. * Build and maintain strong professional relationships with client stakeholders. * Conduct regular meetings with the client to discuss operational performance, challenges, and ongoing requirements. * Ensure client expectations are properly communicated and implemented within operations. ### **Operations Coordination** * Coordinate daily operational activities between the client and internal BPO teams. * Monitor project progress and operational performance against KPIs and SLAs. * Ensure timely escalation and resolution of operational issues. * Track deliverables, timelines, and service quality standards. ### **Communication \& Reporting** * Prepare and present operational reports, dashboards, and performance updates. * Facilitate effective communication between cross\-functional teams. * Document meeting minutes, action plans, and follow\-up activities. * Ensure transparency in communication regarding risks, delays, and operational concerns. ### **Project \& Process Management** * Support implementation of new projects, process improvements, and client requirements. * Identify operational gaps and recommend process enhancement initiatives. * Ensure compliance with company policies, client procedures, and contractual obligations. * Assist in change management and transition activities when required. ### **Stakeholder Management** * Collaborate with internal departments including Operations, HR, Recruitment, IT, Finance, and Quality teams. * Support workforce planning and resource coordination based on client requirements. * Maintain a professional and customer\-oriented environment at the client site. **Requirements** * Bachelor’s Degree in Business Administration, Management, or related field. * Minimum 5 years of experience in Project Management, Account Management, Client Services, or BPO Operations. * Previous experience working within BPO, outsourcing, or service\-oriented industries is preferred. * Strong communication, coordination, and stakeholder management skills. * Excellent problem\-solving and conflict\-resolution abilities. * Ability to work under pressure and manage multiple priorities. * Proficiency in Microsoft Office applications and reporting tools. * Strong presentation and documentation skills. **Preferred Skills** * Knowledge of SLA/KPI management. * Experience managing client relationships on\-site. * Strong organizational and leadership abilities. * Professional and diplomatic communication style. * Arabic language skills are an advantage.