Project Leader - Centro de Apoio ao Cliente

WHO YOU ARE

• Formal qualifications in change management and project management (Six Sigma);
• Minimum 3 years of experience within process development or business development
• Experience of working in or with multiple channels e.g. retail, contact centre, digital/self-service;
• Fluent in English and local language;
• Ability to scope, plan and execute major implementation efforts by prioritizing and making decisions with speed and simplicity;
• Strong leadership skills with ability to build, lead, inspire and empower cross-functional high performing project teams;
• Excellent written and verbal communication and storytelling skills for a wide range of levels and audiences, including senior business leaders;
• Technical understanding combined with business sense to be able to translate operational digital tool enhancements into actionable solutions;

A DAY IN YOUR LIFE WITH US

• Ensure coming and on-going implementations and initiatives are communicated to all relevant stakeholders in a clear way, thus securing common expectations and co-worker engagement;
• Drive and execute complex local projects implementation, including time, cost, scope, risk control, co-worker training, stakeholder management, reporting and follow up, as well as quality of new initiatives thus securing a smooth implementation process that sets the co-workers for success;
• Maintain, update and manage change in relevant digital tools in order to secure functions are always up to date;
• Manage dependencies and interfaces between projects and the running business to ensure common expectations;
• Provide global digital team with change requests to improve and optimize product functionality in order to ensure digital tools are fit for purpose and optimized for country needs;
• Validate and prioritise local improvement needs in order to initiate co-creation of scope for local change projects not covered in the global roadmap;
• Ensure close collaboration with all parts, both on group and country in order to capture input on improvements needs.

If someone’s the spider in the web, that’s us! We work across functions with different teams, stakeholders and partners on all sides and bring out the best of everyone involved – while meeting deadlines and budgets. We don’t mean to brag, but our planning skills are celebrated. In our team we support each other to ensure that all projects are delivered with high quality. And of course, we have a lot of fun along the way!