At a Glance
- Tasks: Lead strategic initiatives to enhance customer query management processes.
- Company: Albany Beck, a consultancy focused on customer-centric solutions.
- Benefits: Competitive salary, professional development, and a dynamic work environment.
- Other info: Opportunity to work with diverse teams and drive continuous improvement.
- Why this job: Make a real impact on customer experience through effective programme management.
- Qualifications: Experience in PMO roles, strong analytical skills, and excellent communication.
The predicted salary is between 50000 - 60000 £ per year.
Albany Beck is seeking an experienced PMO Lead to play a pivotal role in supporting the delivery, governance, and oversight of strategic initiatives that enhance an efficient, customer-focused query management process. This consultancy role will focus on ensuring effective programme execution, robust governance, and measurable improvements in speed, efficiency, and quality of query resolution.
Key Responsibilities
- Establish and maintain programme governance, reporting, and delivery frameworks for customer query management initiatives.
- Track and monitor programme progress, risks, issues, dependencies, and key milestones, ensuring timely escalation and resolution.
- Work closely with technology, operations, change, and business teams to coordinate delivery activities and ensure alignment with strategic objectives.
- Produce and maintain high-quality programme documentation, including plans, RAID logs, status reports, and steering committee materials.
- Support resource planning, budget tracking, and delivery assurance across multiple workstreams.
- Champion best-practice project and programme management methodologies to drive successful outcomes and continuous improvement.
- Partner with senior stakeholders to provide transparency, governance, and effective decision‑making throughout the programme lifecycle.
Skills & Experience Required
- Solid experience in a PMO Lead, Programme Management Office, or Programme Governance role, ideally within financial services or commercial banking.
- Strong understanding of change delivery frameworks, governance processes, and programme controls.
- Proven ability to manage complex programmes involving multiple stakeholders, workstreams, and dependencies.
- Hands‑on experience with project management and reporting tools such as Jira, Confluence, MS Project, Clarity, or similar platforms.
- Strong analytical and reporting skills, with the ability to present complex information clearly to senior stakeholders.
- Excellent communication and stakeholder management skills, with the ability to influence and coordinate across diverse teams.
- Experience supporting customer service, operations, or process improvement programmes would be advantageous.
PMO Lead - Customer Journey employer: Albany Beck
At Albany Beck, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation in the heart of Glasgow. Our commitment to employee growth is evident through tailored development opportunities and a supportive environment that encourages professional advancement. Join us to be part of a team that values your contributions and strives for excellence in delivering customer-focused solutions.
