Administrator - Program & Project Management

About the role

The Project Executive in Support & Operations plays a critical role in ensuring exceptional customer service and operational efficiency. This position is responsible for independently resolving service tickets, providing on-call support, and conducting root cause analyses to enhance customer satisfaction while adhering to quality standards and regulatory requirements.

What you'll do

• Ensure adherence to quality standards, regulatory requirements, and company policies while managing support operations and project execution
• Provide effective on-call support for escalated issues, conducting thorough root cause analyses to identify and resolve underlying problems
• Manage knowledge base updates and contribute to value-adding activities, including training new team members and coaching analysts to improve team performance
• Independently resolve service tickets within the agreed Service Level Agreements (SLA) for ticket volume and response time, ensuring timely resolutions
• Foster a positive customer experience by aiming for First Call Resolution and minimizing rejected resolutions or reopened cases

What you need

• Project management
• Process improvement
• Root cause analysis
• MIS reporting
• Problem solving
• Any graduate

Good to have

• ITIL