Group Customer Service Project Manager

ISP Group Customer Service Project Manager Location: Bangalore, India Purpose of the role We are seeking a highly organised and proactive Group Customer Service Project Manager (GCSPM) to oversee and manage various projects and initiatives within our organisation. This individual will be responsible for gathering and organising project requirements, project planning, tracking project progress, maintaining relevant documentation, and ensuring effective coordination amongst stakeholders. The ideal candidate will have strong analytical skills, extensive experience in project management, stakeholder engagement and proven ability to succeed in a global matrix organisation. Key Responsibilities: Project Management & Tracking

• Utilise the appropriate project management tools to monitor project progress and ensure timely updates.
• Develop and maintain project trackers, charts, and dashboards to provide clear visibility into project statuses.
• Schedule and coordinate project meetings, ensuring all relevant stakeholders are engaged.
• Define clear agenda for project meetings, document and follow up on key action items and decisions from meetings.
• Proactively identify project risks and propose mitigation strategies.

Project Analysis & Documentation

• Gather and analyse project requirements, ensuring alignment with business objectives leading to measurable impact.
• Create and maintain detailed process documentation, user guides, and standard operating procedures (SOPs) for various tools and systems used within the organisation.
• Continuously collaborate with teams to ensure accurate and up-to-date documentation of workflows and business processes.
• Identify areas for process improvement and work with stakeholders to implement enhancements.

Stakeholder Coordination & Communication

• Act as a bridge between different teams to ensure seamless communication and collaboration.
• Provide timely project updates and reports to all stakeholder including leadership teams.
• Support teams in the adoption of best practices in project and process management.
• Facilitate knowledge-sharing sessions and training related to process documentation and project management tools.

Skills, Qualifications and Experience:

• Bachelor’s degree in Business Administration, Project Management, Information Systems, or a related field.
• 5+ years of experience in business analysis, project management, or a related role.
• Strong proficiency in project management tools (e.g., Jira, Trello, Asana, Monday.com or similar platforms).
• Excellent analytical and problem-solving skills.
• Experience in creating process documentation, SOPs, and workflow diagrams.
• Strong communication, collaboration, and stakeholder management skills.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and data visualisation tools.
• Exceptional ability to work independently, manage multiple projects, and meet deadlines.
• Proven ability, and willingness, to manage projects end to end.
• Certification in Project Management (PMP, PRINCE2, Agile) or Business Analysis (CBAP) is a plus.

ISP Commitment to Safeguarding Principles ISP is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. All postholders are subject to appropriate vetting procedures, including an online due diligence search, references and satisfactory Criminal Background Checks or equivalent covering the previous 10 years’ employment history. ISP Commitment to Diversity, Equity, Inclusion, and Belonging ISP is committed to strengthening our inclusive culture by identifying, hiring, developing, and retaining high-performing teammates regardless of gender, ethnicity, sexual orientation and gender expression, age, disability status, neurodivergence, socio-economic background or other demographic characteristics. Candidates who share our vision and principles and are interested in contributing to the success of ISP through this role are strongly encouraged to apply.