This is not your typical Project manager role. Working as Project Manager for IQ-EQ will require you to have a womb to tomb mastery of project management methodologies to be applied to ongoing initiatives in IQ-EQ to ensure predictable and successful delivery. You won’t just be taking down the minutes of the meeting because you will need to have the vision and a thirst for change, transformation and continuous improvement.

Project Management is not an easy job, therefore we need someone who is expressive and vocal in identifying and mitigating risks, directing the project and all stakeholders involved to successful delivery while maintaining a good working relationship with all participants.

A proactive team player who initiates improvements at the same time adheres to the team’s standard methodology and governance processes.

Responsibilities (how we will measure success)

• Contribute to strategic growth and operational development of the Firm by managing a suite of projects ongoing throughout the IQ-EQ Group
•  Adhere to the team’s standard methodology and governance processes including use of approved templates and checklists
• Responsible for all aspects of Project Management, including but not limited to; Initiation, planning, design, execution, monitoring and controlling including change control and project closure – ensuring predictable and successful delivery
• Organizing and motivating project teams, directing the project and all stakeholders involved to successful delivery
• Effective and Transparent communications ensuring the flow of information to all stakeholders involved
• Ongoing contribution towards continuous development and improvement of Change Delivery methodologies, templates and checklists

Tasks (what does the role do on a day-to-day basis)

• Define the scope of assigned projects in conjunction with the Project Sponsor
• Devise the overall approach to delivering individual projects, making use of the internal methodology tailoring matrix
• Preparation of project documentation in collaboration with Subject Matter Experts for example:
  • Project Initiation Requests
  • Project Initiation Documentation
  • Product and Work Package Descriptions
  • End Stage reports and Stage Gate Readiness Assessment Documents
  • Test Strategy, Plans and Scripts
  • Closure Reports
• Determine objectives and measures that each project will be evaluated against upon completion and track ongoing progress. Prepare related benefits assessments
• Select, lead and motivate your project team both internally and externally, establishing a team culture within the assigned projects
• Monitoring overall progress and use of resources, initiating corrective action where necessary
• Applying change control processes to control changes to the products ensuring that changes are made only with the agreement of appropriate named authorities
• Managing project risks, including the development of contingency plans
• Reporting through agreed lines on project progress through highlight reports and end-stage assessments, including option papers and recommendations
•  Manage a range of stakeholders from junior to senior level across all locations
• Manage and monitor project budgets to ensure delivered within agreed budget
• Adhere to internal project methodology and governance
• Track all time spent on projects in NetSuite ensuring that resource time is also captured and monitored
• Communication and engagement planning
• Maintaining an awareness of potential interdependencies with other projects and their impact
• Liaise with various departments to ensure Service Transition is successful, including the training team in relation to training needs arising from projects and related solutions
• Production of closure reports, evaluating successes and challenges to enhance learning for your next project – ensure capture of lesson on the team’s central lessons log.

Other

• Support other departments as required within the confines of the Project Manager role
• Undertake any additional reasonable duties as required the Firm

GreenCari LLC. is a leading company specializing in customer support services for various online platforms, including online casinos. We are committed to providing exceptional customer experiences and ensuring the highest level of satisfaction for our clients and their users.

As the Customer Service Team Leader for our Online Casino Account, you will play a pivotal role in managing and optimizing the customer support operations for one of our key clients in the online gaming industry. The ideal candidate will possess strong leadership skills, a deep understanding of online casino operations, and a passion for delivering outstanding customer service.

Key Duties and Responsibilities:

Team Leadership:

• Lead and motivate a team of customer service representatives to achieve performance targets and deliver exceptional service to online casino users.
• Conduct regular team meetings, performance reviews, and training sessions to enhance the team's skills and knowledge.

Subject Matter Expertise:

• Develop and maintain a thorough understanding of the online casino industry, including game mechanics, regulations, and customer trends.
• Serve as the go-to person for the team regarding account-specific queries and challenges.

Quality Assurance:

• Implement and monitor quality assurance processes to ensure that customer interactions meet or exceed established standards.
• Provide constructive feedback and coaching to team members to drive continuous improvement.

Issue Resolution:

• Handle escalated customer concerns and complex issues, ensuring timely and satisfactory resolution.
• Collaborate with other departments to address systemic problems and enhance overall customer satisfaction.

Performance Metrics:

• Track and analyze key performance indicators (KPIs) related to customer satisfaction, response times, and issue resolution.
• Develop action plans to address areas of improvement and drive performance excellence.

Training and Development:

• Identify training needs within the team and coordinate relevant training programs to enhance skills and knowledge.
• Stay updated on industry trends and communicate changes effectively to the team.

Communication:

• Foster open communication channels between team members and other departments.
• Collaborate with the Operations Manager, as well as the Head of Customer Experience to implement strategies for account growth and customer satisfaction.

Qualifications:

• Bachelor's degree or equivalent experience in a related field.
• Proven experience in a leadership role within a customer service environment, preferably in the online gaming or casino industry.
• Strong knowledge of online casino operations, games, and customer behavior.
• Excellent communication, interpersonal, and problem-solving skills.
• Demonstrated ability to be a proactive go-getter, taking initiative to address challenges and seize opportunities for improvement.
• A track record of going the extra mile to exceed customer expectations and achieve performance goals.
• Ability to thrive in a fast-paced and dynamic work environment.
• Strong organizational and time-management skills, with the ability to prioritize tasks effectively.
• Innovative mindset with a willingness to explore new strategies and approaches to enhance customer satisfaction.
• A commitment to continuous learning and self-improvement, staying updated on industry trends and best practices.

GreenCari LLC. is an equal-opportunity employer. We encourage candidates from all backgrounds to apply.