Program Manager

Position: Project Management Office (PMO) 

Location: Trivandrum, Kerala 

Employment Type: Full-time, Work from Office 

Experience: 15 to 17 years

About the Role:

Muthoot Fincorp Limited is seeking an experienced and dynamic professional to lead the Project Management Office (PMO). The ideal candidate will be responsible for establishing a structured approach to project execution, ensuring alignment with organizational objectives, and driving efficiency across multiple projects. The role requires extensive experience in project management within the Non-Banking Financial Company (NBFC) sector.

Key Responsibilities:

• Assist in establishing a Project Management Office to oversee multiple projects.
• Liaise with stakeholders such as project personnel, vendors, and end-users to gather and refine project requirements.
• Define, outline, and initiate projects with clear objectives, scope, and deliverables.
• Implement document control policies and standardize documentation templates to ensure consistency.
• Maintain a comprehensive understanding of assigned component projects and their interdependencies.
• Evaluate project standards, ensuring quality and compliance with industry best practices.
• Monitor project progress, identify bottlenecks, and implement necessary changes to meet deadlines.
• Track project expenditures in alignment with budget allocations, ensuring financial discipline.
• Ensure compliance with organizational policies, procedures, and standards.
• Compile and present project reports to senior management, highlighting progress and identifying potential risks.

CRM & Business Process Optimization:

• Analyse customer data using CRM systems to identify key trends and business opportunities.
• Implement data-driven insights to enhance business processes, streamline workflows, and increase sales and productivity at Call Centre & BPO operations.
• Continuously monitor the efficacy of CRM systems, providing periodic reports to senior management.
• Audit CRM data to ensure accuracy and identify areas for process optimization.
• Collaborate with the field business team, Learning & Development (L&D) team, BPO, and Call Centre teams to refine customer engagement strategies.
• Enhance customer scripts and approaches to optimize customer satisfaction and improve conversion rates.
• Channelize the right feedback mechanisms, ensuring complete documentation and tracking of every lead assigned in CRM.
• Set sales and file process goals for Call Centre & BPO teams, training representatives on effective lead capture and reporting methods.
• Serve as the Subject Matter Expert (SME) for CRM implementation, ensuring effective utilization across Call Centre & BPO functions.
• Act as the First Point of Reference (FPR) for any new system enhancement or IT development initiatives, driving timely implementation of targeted features.

Key Skills & Competencies:

• Proven experience in Project Management within the NBFC sector.
• Strong analytical skills, with expertise in CRM systems and business intelligence tools.
• Excellent stakeholder management and communication skills.
• Ability to drive cross-functional collaboration and lead multiple projects simultaneously.
• Expertise in process optimization and operational efficiency.
• Strong financial acumen with the ability to monitor and control project budgets.
• Hands-on experience in implementing technology solutions and change management.
• Ability to handle high-pressure situations with strategic problem-solving capabilities.

Preferred Qualifications:

• Bachelor's/Master’s degree in Business Administration, Project Management, Finance, or a related field.
• PMP, PRINCE2, or similar certification is added advantage.
• Prior experience in Non-Banking Financial Companies (NBFCs) will be an added advantage.

This is an excellent opportunity for a seasoned professional to drive organizational transformation through structured project management and technology-driven business enhancements. If you have the expertise and passion to make a significant impact, we encourage you to apply!

Here is the job description for the PMO role at Muthoot Fincorp Limited in Trivandrum. Let me know if you'd like any refinements or additional details.