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Director of PMO & Strategic Projects

Job Summary:

 

The Director of Project Management & Strategic Projects is responsible for leveraging business needs across all Generali Global Assistance North American entities through technical implementation, technical implementation and broad procedural restructuring. This person will lead a team of Project Managers and Lean Navigators in the evaluation of business needs and will exercise expertise to solve problems, develop efficiencies while maintaining superior customer satisfaction standards. Additionally, this person will manage Strategic Projects as assigned as well as reveal parallels between business to foster unification in a “One North America” model.  Qualified candidates must have leadership experience within project management within Agile methodology.

 

Principal Duties and Responsibilities:

 

Management and Leadership (35%)

  • Build and maintain a high performance team based culture through effective performance management, career development, communication and coaching of staff.
  • Manage a team of Project Managers taking accountability for their delivery and ensure capability building in the team to support the growth of the program.
  • Manage all personnel activities of direct reports and approve those for indirect reports (i.e., hires, trains, rewards, motivates, disciplines, terminates, performance reviews, and pay discussions).
  • Ensure and maintain appropriate location and department staffing levels based upon business needs while ensuring that high customer satisfaction and Key Performance Indicator (KPI) goals are being met.
  • Partner with the Lean Team to drive/incorporate efficiencies and further lean initiatives across operations of the Travel Insurance business locations.
  • Partner with Contact Center Automation Analyst to ensure proper review, enhancement, and expansion of usage for customer facing technology (e.g., Virtual Agent, eClaims, webchat, etc.)
  • Provide feedback and guidance regarding project success through retrospective sessions and other forms of collaboration
  • Align staff in accordance with project roadmap, appropriately assigning project responsibilities and monitoring staff through project execution
  • Be a role model of GGA/EA USA corporate values and principles.

 

Strategic and Financial Planning (20%)

  • Collect, generate, drive and support improvement ideas transversally in the organization
  • Develops and implements goals, policies, priorities, and procedures and the appropriate measurable KPIs to ensure the optimal balance between quality, efficiency, productivity and customer service. 
  • Partners with the management team and executives to develop a strategic vision for the Company and directs the activities of staff to support these objectives.
  • Participates in the development of annual budget and forecasts.  Responsible for compliance with departmental annual budget.

 

Transformation Management (10%)

  • Serve as a change leader and facilitator of business performance transformations aimed at driving growth and continuous improvement within the organization
  • Partner with business leaders to provide guidance on the transformation of the North American business lines, anticipate issues and manage the pace of the transformation to ensure program success and sustainability over time
  • Understand the business driver of the Executive team and provide thought leadership and adaptation of Lean Management and Automation best practices to the business reality to ensure the implementation delivers business impact
  • Prepare staffing plan as well as reporting and steering committee presentations
  • Use analytical and statistical tools to assist and improve management decision making, problem solving, ensure baseline metrics are established and all improvement are quantifiable
  • Ensure initiatives are aligned with corporate goals and focus on efficiency and cost/revenue opportunities
  • Provide regular updates and reports to communicate the health of improvement projects, results to planned benefits and prioritization of efforts

 

Project Roadmap/Portfolio Management (10%)

  • Prioritize and ensure delivery of a high number of initiatives and projects through-out the North American market
  • Set standard approach for defining, executing and communicating annual project roadmap
  • Assist stakeholders and business units in defining, scoping and prioritizing roadmap projects following a standardized approach
  • Manage project request, support definition of business cases and associated return on investment
  • Align resources capacity with Project Portfolio Resources needs.
  • Define and execute communication plan at regular intervals agreed upon by stakeholders and line of business leaders
  • Collaborate with project participants to track and document resource allocations to ensure alignment of project schedules
  • Plan and track project progress following standardized approach, identify project risks and effectively communicate to stakeholders and line of business leaders
  • Develop suite of KPI’s tracking overall roadmap health and progress
  • Oversee implementation of projects ensuring appropriate assignment and coordination between project participants
  • Appropriate leverage available department resources to execute project roadmap

 

Project Management (15%)

  • Lead projects and support cross-functional processes
  • Define project scope, goals and deliverables that support business needs in collaboration with internal/external clients, project stakeholders, Leaders and Executives
  • Define project success criteria and disseminate to involved parties throughout project life cycle
  • Plan and schedule project timelines and milestones using appropriate tools
  • Proactively manage changes in project scope, identify risk and devise contingency plans
  • Develop best practices, standardized approach, and tools for project execution and management
  • Develop communication plans for pre and post project launch
  • Manage meetings and scheduling as appropriate to facilitate project execution
  • Drive discussions and document decisions communicating appropriately with Stakeholders, Leaders and Executives
  • Provide centralized repository of project artifacts to ensure transparency of project details, status and decisions

 

Line of Business Support (5%)

  • Be a central hub in support of day-to-day business needs related to process, technical improvement and client implementation
  • Document, track and manage historical requests and projects
  • Identify and implement processes to improve business line efficiencies
  • Facilitate interdepartmental projects and initiatives
  • Provide support as needed and lead new partner/product implementation
  • Help during budget by providing anticipated resources needed to support future needs.

 

Group Initiatives (5%)

  • Participate in Group initiatives in support of globalization of business
  • Identify projects with potential Group benefit and drive the effort to offer services to Group entities
  • Collaborate with IT to leverage technologies to optimize accuracy and efficiency

 

Required / Desired Knowledge, Experiences and Skills:

     

  • 10+ years Project Management experience
  • 5+ years managing and developing a team
  • 3+ years Agile experience
  • 2+ years Waterfall experience
  • Excellent communication (verbal and written) skills, including ability to tailor communication to audience to achieve desired results
  • Leadership qualities, including meeting facilitation, time-management, organizational skills and ability to influence others
  • Experience with analyzing complex issues and delivering appropriate solutions
  • Understanding of Lean Six Sigma principles

 

Education/Certifications:

 

  • High School Diploma or Equivalent (GED) required
  • Lean/Six Sigma Black Belt preferred
  • PMP Certification preferred

 

Physical Working Environment:

 

While performing the duties of this job, the employee is required to stand; walk; sit for long periods of time; use of hands to grasp, handle, or feel; reach with hands and arms; finger dexterity; talk; hear. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

 

The above statements are intended to describe the general nature of work being performed by people assigned to this classification.  They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so classified.

 

 

 

Generali Global Assistance is an Equal Opportunity Employer M/F/Disability/Veteran

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