Bajaj Finserv
Website:
bajajfinserv.in
Job details:
Location Name: Pune Corporate Office - Mantri
Job Purpose
Responsible for managing and governing Contact Center technology projects by coordinating with internal IT teams, business stakeholders, and external vendors to ensure timely delivery of initiatives. The role ensures structured project execution, status tracking, vendor coordination, and management reporting for various Contact Center technology programs including Cisco PCCE, dialer platforms, IVR, and related integrations.
Duties And Responsibilities
Responsible for managing and governing Contact Center technology projects by coordinating with internal IT teams, business stakeholders, and external vendors to ensure timely delivery of initiatives. The role ensures structured project execution, status tracking, vendor coordination, and management reporting for various Contact Center technology programs including Cisco PCCE, dialer platforms, IVR, and related integrations.
- Manage project governance and track progress of Contact Center technology initiatives including Cisco UCCE, IVR platforms, dialer systems, and related integrations.
- Coordinate with multiple stakeholders across IT, business teams, vendors, and partners to ensure smooth execution of projects.
- Track project milestones, deliverables, risks, and dependencies using project management tools such as Microsoft Project, Jira, or similar platforms.
- Prepare and present project status reports, dashboards, and presentations for senior leadership and management reviews.
- Facilitate project meetings including kick-off meetings, weekly status calls, steering committee updates, and vendor review meetings.
- Manage project documentation including project plans, status reports, risk logs, issue trackers, and meeting minutes (MOM).
- Coordinate with vendors for agreement closure, purchase order release, invoice submission, and payment tracking.
- Track project budgets, vendor deliverables, and contract milestones to ensure compliance with agreed timelines and scope.
- Ensure adherence to IT governance processes including change management, release management, and documentation standards.
- Support project teams in issue escalation, risk mitigation, and dependency management.
- Maintain communication with cross-functional teams to ensure alignment of project deliverables with business requirements.
Key Decisions / Dimensions
- Tracking project timelines and identifying risks that may impact project delivery.
- Coordinating with stakeholders to ensure closure of project action items and dependencies.
- Monitoring vendor performance and ensuring compliance with agreed deliverables.
- Escalating project risks and delays to senior management when required.
Major Challenges
- Managing multiple concurrent projects across different Contact Center technology platforms.
- Coordinating between diverse stakeholders including IT teams, business teams, and external vendors.
- Ensuring project timelines are maintained while managing dependencies across different systems and teams.
- Managing vendor deliverables, contractual commitments, and project financials effectively.
- Providing timely and accurate project updates to senior management.
- Handling project escalations and resolving issues impacting project delivery.
Required Qualifications And Experience
- Minimum qualification required is BE / B.Tech / MBA / equivalent degree in Information Technology, Computer Science, or related discipline from a recognized university.
- 4–7 years of experience working as a PMO or Project Manager in IT projects, preferably in BFSI or software organizations.
- Understanding of Contact Center technologies such as Cisco UCCE, IVR systems, dialers, CRM integrations, or similar platforms.
- Hands-on experience using project management tools such as Microsoft Project, Jira, or similar platforms.
- Strong experience in project coordination, stakeholder management, and project tracking.
- Experience in vendor management including contract management, purchase orders, invoice processing, and payment tracking.
- Strong presentation skills with proficiency in Microsoft PowerPoint and project reporting dashboards.
- Excellent communication, coordination, and stakeholder management skills.
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