- Role Purpose
The Senior Manager – Project Management sits at the center of the organization’s strategic and
operational project portfolio, working directly alongside senior leadership. The role exists to
bring structure, visibility and disciplined execution to a diverse and concurrent set of initiatives
spanning technology implementation, process transformation, client onboarding, AI / automation
programs and operational excellence.
This is a high-ownership role for someone who thrives in ambiguity, brings rigor to complexity,
and acts as the connective tissue across operations, technology, client services and support
functions.
- Principal Accountabilities
Project Planning & Execution
- Own the end-to-end project lifecycle — scoping, planning, execution, monitoring and
closure — for all assigned initiatives.
- Build detailed project plans covering scope, schedule, budget, resources, risk and
communications using Agile, Waterfall or Hybrid methods as appropriate.
- Maintain a consolidated portfolio dashboard giving senior leadership real-time visibility
into project health, milestones, risks and escalations.
Governance & Communication
- Run project governance cadences; produce executive-ready status reports, minutes and
action trackers; keep all stakeholders aligned.
- Act as single point of contact for client-facing projects, owning communication timelines
and deliverable quality.
Risk & Dependency Management
- Identify risks, dependencies and blockers early; build and execute mitigation plans with
urgency; maintain RAID logs.
- Manage cross-functional dependencies across Operations, Technology, HR, Quality,
Client Services and Finance.
Portfolio & Capability Building
- Support leadership in shaping new initiatives — business case, feasibility, prioritization
and go/no-go decisions.
- Manage vendor and third-party engagement within projects, including SLA tracking and
escalation.
- Build and maintain the PMO toolkit — templates, charters, frameworks and governance
standards — and mentor junior PMs.
- Span of Control & Scope
Dimension Scope
Portfolio Type Technology, transformation, onboarding, AI/automation, opex
Team Model Matrixed — leads cross-functional project teams
Visibility Direct line of sight to senior leadership
Tooling Owns PMO tooling, dashboards and governance artifacts
- Key Stakeholders
Stakeholder Nature of Engagement
Senior Leadership Portfolio reporting, prioritization, decision support
Operations Leaders Execution, resourcing, change management
Technology / AI Delivery coordination, integration, dependencies
Client Services Client-facing project delivery and communication
HR / Finance Resourcing, budget tracking, business case
Vendors / Partners SLA management, delivery oversight
- Competency Framework
Functional / Technical Competencies
Competency Expected Proficiency
Project & Program
Management
Expert — full lifecycle, multi-project portfolio
PM Methodologies Advanced — Agile, Waterfall, Hybrid
PM Tooling Advanced — MS Project, Smartsheet, Jira, Asana, Monday
Executive Reporting Expert — PowerPoint, dashboards, portfolio analytics
Risk & Dependency
Management
Advanced — RAID discipline, mitigation
- Competency Expected Proficiency
- Business Case / Financials Proficient — feasibility, ROI, budget tracking
- Behavioral / Leadership Competencies
- Competency Behavioral Indicator
- Structured Thinking Brings order and clarity to ambiguous problems
- Executive Communication Conveys status credibly and concisely to leadership
- Drive & Bias for Action Moves projects forward; removes blockers proactively
- Influence Without Authority Mobilizes matrixed teams toward outcomes
- Stakeholder Management Balances competing priorities and expectations
- Ownership Treats every project outcome as personally accountable
- Education: Bachelor’s degree;
- Certifications: PMP strongly preferred; Prince2 or CSM also valued.
- Experience: 10–15 years in project / program management, ideally in healthcare BPO,
RCM, collections or technology services.
- Track Record: Proven delivery of 5–10 concurrent projects of varying complexity.
- Tools: Expert in PM tooling and executive reporting; AI / transformation project exposure
a strong plus.
Kindly Note: At Credence, we uphold the highest standards of integrity in our recruitment process. We do not charge any fees at any stage of the hiring process, and we strictly prohibit any third parties, vendors, or individuals from soliciting money in exchange for job opportunities at Credence.
If you are approached by anyone requesting payment or offering you a position at Credence in exchange for money, do not engage with them. Such actions are fraudulent and not authorized by Credence. Please report any such incidents immediately to our official HR team at [email protected]
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