Project Manager – Client Operations

Job Summary

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.