Description

Job Description
1. PMO Strategy & Governance:
• Define, implement, and continuously improve the PMO governance framework, methodologies, templates, and standards across the BPO.
• Establish portfolio-level governance including project intake, prioritization, stage gates, and escalation models.
• Ensure all initiatives align with business strategy, client SLAs, and financial objectives.
• Act as the final authority on project governance, risk acceptance, and change control.

2. Portfolio & Program Management:
• Own and manage the enterprise project portfolio, including: Client onboarding and transitions oProcess migrations oTechnology and automation initiatives - Operational excellence and cost optimization programs.
• Balance priorities across Operations, IT, HR, Finance, WFM, Quality, and Training.
• Provide recommendations on resource allocation, sequencing, and capacity constraints.
• Ensure delivery of programs on time, within budget, and with measurable business impact.

3. Senior Stakeholder & Client Management:
• Act as the primary PMO interface with executive leadership and key clients.
• Lead steering committees, executive reviews, and governance forums.
• Provide transparent reporting on risks, dependencies, and delivery confidence.
• Influence decision-making at senior levels using data-driven insights.

4. Reporting, Analytics & Executive Insights:
• Design and maintain executive dashboards covering delivery health, financials, risks, benefits realization, and ROI.
• Translate complex data into clear, actionable insights for senior leadership.
• Track value realization post-implementation (cost savings, productivity, SLA improvement).
• Ensure accuracy, consistency, and timeliness of all PMO reporting.

5. Risk, Change & Financial Management:
• Proactively identify delivery, operational, financial, and client risks across the portfolio.
• Lead enterprise-level risk mitigation and dependency management.
• Oversee project financials including budgets, forecasts, and variance tracking.
• Ensure structured change management and impact assessment for major initiatives.

6. Team Leadership & Capability Building:
• Lead and develop PMO Managers, Project Managers, and Analysts.
• Build PMO maturity through coaching, standardization, and best-practice adoption.
• Define performance metrics and career paths for the PMO function.
• Promote a culture of accountability, execution excellence, and continuous improvement.

7. Continuous Improvement & Transformation:
• Drive PMO maturity from delivery support to strategic value partner.
• Introduce automation, tooling, and best-in-class PMO practices.
• Benchmark performance against industry standards and BPO best practices.
• Support large-scale transformation initiatives and operating model changes.

Requirements

Education:
• Bachelor's degree in Business Administration, Engineering, or related field
• MBA or master's degree is a strong advantage

Certifications (Highly Preferred):
• PMP, PgMP, PRINCE2, SAFe, or Agile certification
• Lean Six Sigma (Green/Black Belt) is a plus

Experience:
• 10+ years of experience in Project / Program / Portfolio Management
• 5+ years in a senior PMO or enterprise leadership role
• Strong background in BPO, Shared Services, or large service-delivery environments
• Proven experience managing multi-million budgets and complex cross-functional portfolios

Technical & Analytical Skills:
• Advanced proficiency in MS Excel, Power BI, MS Project, Smart sheet, Jira, or similar tools
• Strong understanding of BPO operating models, SLAs, KPIs, and cost structures
• Financial acumen (ROI, NPV, cost-benefit analysis)
• Strong governance and documentation discipline

Key Competencies
• Strategic Thinking
• Executive Communication & Influence
• Portfolio Prioritization & Decision Making
• Risk & Change Leadership
• Financial & Commercial Acumen
• Stakeholder & Client Management
• People Leadership & Coaching
• Results Orientation