Senior Project Manager (DPO)
Sri Lanka
Job Description
Senior Project Manager (DPO)
Colombo, Western
Job Summary
Operational Management
- Lead and manage end-to-end Order Management operations across multiple customers/accounts.
- Ensure timely and accurate processing of customer orders, amendments, cancellations, returns, and escalations.
- Drive adherence to SLAs, productivity, quality, and customer experience targets.
- Monitor order backlog, aging reports, and exception queues to ensure timely resolution.
- Identify operational risks and implement mitigation plans.
Key Responsibilities
Team Leadership
- Lead large teams comprising Team Leaders, SMEs, and Order Management Specialists.
- Drive employee engagement, retention, and talent development initiatives.
- Conduct performance reviews, coaching sessions, and succession planning.
- Build a high-performance culture focused on accountability and continuous improvement.
Skill Requirements
Performance & Governance
- Manage key operational metrics including:
- Order Accuracy
- Order Cycle Time
- SLA Compliance
- Productivity
- Revenue Impact
- Customer Satisfaction (CSAT)
- Quality Scores
- Backlog Management
- Prepare and present weekly, monthly, and quarterly business reviews.
Other Requirements
Process Improvement & Transformation
- Drive Lean Six Sigma and automation initiatives.
- Identify opportunities for process standardization and efficiency gains.
- Lead system enhancements and digital transformation projects.
- Utilize reporting tools such as Power BI, Tableau, and Excel for data-driven decision making.
Information at a Glance