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Operations Manager

• Manage and take control of multiple projects concurrently. Oversee projects in other service lines if and when needed, for example if a client requires it. This will be decided on a case by case basis.
• Assume full ownership on assigned projects and make sure clients expectations are met, assigning a team accordingly and if needed by reasonably adjusting processes and setups.
• If needed and in cooperation with the Business Development Management Team, assess scope for new projects and prepare estimates and quotes for clients.
• Advise clients on best practices and agree on project processes and timelines.
• Prepare schedules and liaise with the Team Leads and facilities based on availability and suitability for the project.
• Organize and lead kick off meetings for assigned projects.
• Manage day-to-day client interaction in conjunction with Leads and assigned team.

• Act as client contact at a management, workflow and strategy level on assigned projects.

• Participate in designing and improving processes, methodologies and tools.
• Define test strategy in accordance with project schedule and budget requirements.
• Define and take part in pre-test workflow and division of team responsibility.
• Plan project activities in order to maximize the use of specific resources (either specialized staff or equipment).
• Assign roles and coordinate workflow within the project team.
• Communicate department software and hardware requirements to the Line Manager.
• Set up and maintain projects in internal financial database system.
• Track and manage project budgets and operational profitability and ensure timely and accurate billing.
• Provide relevant and thorough briefings to the Team Leads and agents, and ensure that the overall project strategy and client expectations are understood by all members of the teams.
• Track and manage performance and KPIs of the project.
• Proactively manage changes in project scope, identify potential risks, and devise contingency plans.
• Ensure correct quality control procedures are carried out on all projects.
• Ensure project documents are complete, current, and stored appropriately.
• Report project statuses and information to management team on a regular basis.
• Initiate milestone reviews and post project reviews and action any process changes/improvements accordingly.
• Develop and foster lasting relationships with client personnel.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships.
• Facilitate team and client meetings effectively.
• Resolve and/or escalate issues in a timely fashion.
• Maintain and communicate Team Leads’ and agents’ performance records, including providing feedback and mentoring on an ongoing basis.
• Adhere to and provide input into all Keywords policies, processes and security.

Requirements

Skills, Knowledge and Ability

Essential

• Agility, versatility, capacity to embrace change
• Minimum 2 years’ experience in a Project Management, or Client support management in the Video Games or BPO industry
• Must possess ‘can-do’ attitude
• Client-facing and negotiation skills
• Ability to work effectively and decisively under pressure
• Ability to handle multiple projects and multiple project types concurrently
• Ability to effectively manage a team and act as a role model to team members
• Highly organized with the ability to prioritize tasks
• Ability to prepare and control a work schedule and deliver to budget
• Ability to prepare, interpret, and effectively utilize management information reports
• Ability to analyze problems, recommend and implement effective solutions
• Is a leader, capable of rallying teams to achieve common goals together and inspire success in others
• Awareness of the bigger picture, considers the project, client, company, and team when making decisions
• Actively approaches others for their ideas and suggestions
• Resolves conflicts with tact and maturity
• Provides team direction and clarity and timely, clear and actionable performance feedback
• Demonstrates a keen eye for errors/inconsistencies in both their own and others contribution, highlighting or amending these as appropriate
• Understanding of games development process
• Advanced skills with MS Excel and Google Sheets
• Experience with working in an international environment.
• Excellent verbal and written communication skills in English

Desirable

• 5+ years of Game industry experience
• Formal Project Management techniques or training such as PMP
• Experience with Project Management tools such as MS Project

Benefits

• Competitive salary and benefits
• Fun working environment
• All about Video Games!