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13 days ago



Project Manager - 22807


Full Time



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Project Manager - 22807 Contract - 6 months Location - Manchester / Remote (some in office occasional work will be required) Summary My high profile banking client is looking for a project manager to support the Next Generation Customer Contacts (NGCC) programme. The business has a footprint that touches nearly every community and household in the UK, with over 30 million customers who we support through a wide range of channels, including our face to face relationships, over 2,000 branches, online and digital channels and telephony and mobile services.

We have approximately 60,000 colleagues who help us realise our Group strategy and purpose.

As a Project Manager, you'll work in a highly collaborative way, working closely with other specialists and engineers, suppliers and partner resources. The business enable customers to remotely service their accounts through the Group's contact centres.

This Group telephony capability is currently provided through the use of an on-site Call Centre Technology (CCT) platform that is service managed by BT, who provide day-to-day systems / software maintenance and support. This platform supports all customer facing telephony contacts into the business across all divisions.

There is a need for the business to re-platform to a new contact centre solution that will support customer service enhancements and will more effectively respond to future business needs. The existing CCT platform is ageing, with current technologies such as Interactive Voice Recognition (IVR) nearing the end of manufacture support.

The business has followed a robust process to identify a replacement service though the Next Generation Customer Contacts (NGCC) programme and has specifically considered a range of solutions. Migrations to the new platform are expected to complete mid 2023 on current planning assumptions.

Key Accountabilities * Leading NGCC key migration workstreams, delivering to agreed scope, cost, quality and timescales. * Managing a detailed delivery approach for each stage of the implementation lifecycle, producing and owning all required deliverables.

* Manage the project plan, tracking progress against this and defining strategies to recover any slippage. * Identifying and engaging key stakeholders and business partners to regularly communicate updates and issues, and ensure their engagement. * Working effectively to ensure a coordinated and collaborative approach to delivering the changes.

About You * You're a dynamic and adaptable individual - able to use & learn new skills & knowledge in varying circumstances. * You're an experienced Project Manager with in-depth knowledge of Project Management methodologies and techniques and their practical application.

* You're able to remain calm and lead the team effectively through constrained timescales and Programmes changes. * You've a well-developed communication kit bag with extensive customer and stakeholder management experience. * You can influence partners of all levels and balance partners expectations and facilitate discussions across high risk and complexity or under constrained timescales.

* You'll be skilled in reducing operational risks. * And you'll influence positively - demonstrating similar values and behaviours to our Group's and encouraging this in team members.

If you so not receive a response within 48 hours, please assume that you have not been shortlisted this time

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