Project Lead

Role Overview: As a key member of the team, you will be responsible for team building, employee engagement, client management, escalation handling, governance, compliance, and ensuring client delivery predictability. Your focus will be on leading and upskilling your team to deliver excellent results for both clients and the organization. Additionally, you will handle internal and external governance, compliance with SLAs, client reporting, and process improvement projects. Your dedication to maintaining high customer and employee satisfaction scores will drive your success in this role. Key Responsibilities: - Drive and monitor team building and employee engagement efforts - Lead and coach the team to create a cohesive unit for delivering excellent results - Manage cross-functional teams and foster a collaborative environment - Conduct periodic reviews, monitor daily dashboards, and provide guidance for delivery predictability - Handle and lead all client activities, maintain customer relationships, and drive continuous improvement projects - Manage escalations, form networks within client organizations, and anticipate future challenges - Ensure 100% compliance with SLAs, metrics, and contractual requirements in client delivery - Conduct internal and external governance, monitor team adherence to processes, and prepare MIS reports - Implement career development and succession plans to sustain employee engagement and motivation - Lead process improvement and efficiency projects to achieve high customer and employee satisfaction scores - Fully commit to supporting night shifts and ensure work from the office Qualifications Required: - Strong leadership and team-building skills - Excellent communication and interpersonal abilities - Ability to handle client relationships and escalations effectively - Experience in governance, compliance, and SLA management - Proficiency in preparing MIS reports and service quality plans - Dedication to achieving delivery predictability and meeting client commitments - Preferred skills in digital marketing (Note: No additional details about the company were included in the job description),