Business Operations

Roles & Responsibilities

1. 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.
2. 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

Candidate Requirements

• 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]m

Your safety and trust are important to us. Thank you for helping us maintain a fair and transparent hiring environment.