Overview
The Senior Project Manager will play a critical role in delivering a large-scale customer contact transformation programme for a leading insurance group. This position involves leading complex offshore and BPO transitions while collaborating closely with operational teams, senior business leaders, and external partners across various business units. The ideal candidate will demonstrate a hands-on approach to managing multiple workstreams and governance activities to ensure successful programme outcomes in a dynamic environment.
Responsibilities
- Lead the customer contact transformation programme to achieve desired business outcomes.
- Manage relationships with offshore delivery partners and third-party suppliers.
- Coordinate cross-functional workstreams including operations, technology, compliance, and training.
- Own and oversee programme governance, risk management, and executive reporting.
- Drive planning for transition readiness and go-live activities.
- Facilitate training and knowledge transfer processes.
- Manage complex dependencies and regulatory considerations.
Requirements
- Proven experience in leading BPO, outsourcing, or offshore transition programmes.
- Demonstrated ability to deliver multi-workstream projects in complex organisations.
- Experience in operational transformation and service transitions.
- Skilled in managing supplier and third-party partnerships.
- Strong capability in senior stakeholder engagement and programme governance.
- Familiarity with insurance or FCA-regulated financial services is desirable.
- Knowledge of customer contact centre operations and process transformation.
- Exposure to automation, AI, or digital transformation initiatives.