Project Manager, GSC's



Project Manager, GSC's : 0000DO9Z


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Global Service Centres

Our Global Service Centres are an integral part of Global Operations. Employees based there manage day-to-day customer transactions and processes for the global businesses. This may include transactions for our retail bank such as processing loans, credit cards, insurance and mortgage applications, opening new accounts, and managing customer enquiries through contact centres and digital platforms.

Employees in the Global Service Centres also run and manage operations for commercial bank customers. This includes processing credit applications, facilitating payments and managing the import and export transactions that enable customers to protect and grow their businesses through international trade.

Role Purpose

- The job holder is typically responsible for the end to end delivery of a single project or workstream of a larger project or programme, proactively balancing scope, schedule, budget, risks, outcomes and benefits.

- Projects can be standalone or form part of a programme. They are responsible to work with Globle Project manager for deploying the Global Transformation Project Management framework and other Global Transformation Business

- Transformation Frameworks (BTF) within their project. They work closely with Programme Managers, Senior Project Managers and Global Portfolio Management Office to ensure alignment of their project with the wider change portfolio and the Group Strategy, Values and Behaviours.

- Project Managers may support 'small changes' by providing oversight and guidance to multiple smaller initiatives within a priority market.

We are currently seeking an ambitious individual to join this team in the “Project Manager, GSC's”. In this role, you will :

Principal Accountabilities: Key activities and decision making areas

Typical Targets and Measures

Value Proposition

· Plans effectively around delivery constraints and optimises the

· plan to maximise benefits and minimise risk. Develops the

· plan within constraints, considering the delivery approach,

· key milestones and dependencies within the plan,

· requirements and scope, effort and resources, budgets and

· quality.

· Ensures the base lined scope, requirements, benefits,

· Schedule and budget are managed as outlined in Business

· Transformation Frameworks. Identifies and intervenes

· where there is slippage and variance from plan.

· Proactively monitors project execution to effectively identify

· risks/issues/dependencies as they arise throughout the

· project lifecycle. Takes ownership of critical issues and

· ensures resolution within agreed timescales and implements

· mitigating plans against identified risks and issues. Escalates

· when needed to the Programme Manager (remaining calm,

· knowing when to escalate, escalates with possible solutions).

· Collaborates and builds positive stakeholder and

· Business partner relationships providing regular updates to

· resolve high priority issues affecting the project

· Obtains buy-in from the project sponsor, Steering

· Committee and other business partner stakeholders for all key

· Project plans, commitments, and changes including requirements

· ,quality assurance plans, budget, schedule, and scope changes

· Keeps focus on the medium and long term goals and the

· Group’s values particularly when under short term pressure

· Manages change and implementation within the business

· To ensure the change lands well and sticks, contributing to

· benefits realisation

· Manages project closure and handover to the business


· Deliver projects and achieve stated revenue and

· costs benefits


· % of target delivered against plan


· Deliver projects on time and within budget


· % of projects completed within baseline schedule

· % of projects completed within baseline budget


· Delight our partners through delivery of exceptional service


· Improvement in Business Partner Score

Operational Performance

· Produce a well-defined project plan, identifying the key milestones and assigning responsibilities/resources

· Develops the plan in line with Global Transformation Project Management Framework.

· Communicates the plan to stakeholders

· Develops and/or reviews estimates and estimating assumptions for the project’s schedule, effort, and cost using established Global Transformation estimating models, best practices, and

· past experience

· Provides timely reports on project status, risks and issues,evaluating project performance based on management information

· Manages and reports on the project budget, acting on anyvariance

· Manages and reports project risks, issues and dependencies

· Maintains project change control, ensuring any changes to baseline are managed through change request and all impacts are considered

· Promotes and takes accountability for project quality; identifies opportunities to improve delivery and oversees the governance process to reduce risk and ensure effective andtimely decisions are taken

· Ensures governance processes and decisions are applied consistently, including

· Engaging the project sponsor and stakeholders effectively

· Creation and running of effective Steering Committee, who make focused decisions, based upon accurate and timely status, performance reports. Using the committee as thefirst point of escalation.

· Seeks project quality assurance, acting on recommendations.

· Use Management Services team for standardised project metrics and reporting driven out of Clarity. Management by exception of budget and schedule variance. Ensuring accurate and responsible status reporting. Escalating,co-ordinating any mitigants remedial action.

· Plans and executes regular tollgates in line with BTF


· Manage project costs to target


· Budget variance from business case


· Effectively manage operational risksand internal controls


· Number of outstanding risks notmitigated to plan


· Effectively manage project schedule


· Schedule variance:

· Days at completion v latest baseline


· Manage project against Global ChangeDelivery Project ManagementFramework


· Number of outstanding actions from tollgate and QA reviews

Capability and People Development

· Identifies and shares the resource requirements of the project,to the Programme Manager and/or Head of Resource Practice requesting the appropriate skill set and/or experience

· Ensuring good project induction and orientation – i.e. the team understand the project context and content, the importance of stakeholder management and wider programme goals

· Defines high level responsibilities and objectives for members of their project team and ensure the individuals are being used in accordance with their skills and resource request

· Outside of the project context, the Project Manager may have functional/line responsibility for a pool of Project Managers,typically this will involve, performance management, resource management and professional development, by setting and agreeing objectives and coaching as and when required

· Promotes the Group’s Values and strategy by creating a positive work environment and promoting teamwork to drive engagement


· Engage our workforce to maximize contribution and commitment


· Quarterly pulse survey


· Uplift Global Transformation capability through skills and experience development


· % of staff meeting minimum role standards by competency

Major Challenges

- Management and control of projects to meet exacting timescales necessary in a competitive market place

- Defining the approach and dealing with complex requirements and unique projects – often one off initiatives

- Achieving benefits (cost reduction, revenue increase, strategic goals) set out in the business case

- Management of stakeholders

- Working with multiple delivery and business partner teams

Additional Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

- The jobholder is required to work in an environment of significant ambiguity, with autonomy, dealing with major issues for which there is no clear solution whilst being able to provide judgment and clear direction.

- The jobholder has substantial autonomy and authority. The jobholder ensures that challenges are made focused on business success

Management of Risk (Operational Risk / FIM requirements)

- The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.

- The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructur


Hyderabad, Telangana


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