Note: The job is a remote job and is open to candidates in USA. Patra Corporation is the worldwide leader in insurance back-office and account management business process outsourcing. The Strategic Project Manager is responsible for launching new project engagements and ensuring a seamless transition into steady-state operations, focusing on high-quality implementations that achieve operational readiness and client satisfaction.
Responsibilities
- Lead Project Execution: Own and manage the full BPO implementation lifecycle—from project kickoff through transition to operations. Define, structure, and guide project plans including timelines, milestones, dependencies, and communication strategies
- Facilitate alignment across internal workstreams (implementation, workforce, technology, operations quality) and client stakeholders
- Manage Client Onboarding: Serve as the primary point of contact for clients during implementation.Conduct kickoff sessions to confirm expectations, scope, deliverables, and operational requirements
- Guide client teams through process mapping, knowledge transfer, documentation, SOP validation, and readiness activities
- Support clients through the organizational change required to transition processes offsite
- Manage Scope, Risk & Issue Resolution: Monitor project health, proactively identify risks, and develop mitigation plans
- Manage scope changes with transparency and escalation where required
- Lead issue resolution, ensuring minimal impact on timelines and client experience
- Develop Delivery Assets: Create engagement tutorials, project plan templates, and playbooks to increase efficiency and standardization across future implementations
- Support Growth & Expansion Opportunities: Identify additional process opportunities clients may be candidates for, and partner with client account management to route expansion insights appropriately
- Process Improvement & Feedback: Provide insights and feedback from implementations to improve BPO service design, delivery playbooks, pricing assumptions, and pre‑sales scoping
Skills
- Exceptional project management skills: Highly organized, detail‑oriented, and able to drive complex initiatives involving multiple operational workstreams
- 3+ years' experience managing BPO implementations or large‑scale operational onboarding (outsourcing, shared services, operations transformation, or similar)
- Client‑facing communication excellence with the ability to manage expectations, facilitate discussions, and guide clients through change
- Cross‑functional leadership skills with the ability to align operations, technology, training, quality, and leadership
- Hands‑on problem solver adept at navigating operational and organizational challenges
- Experience working with offshore/global delivery centers (APAC region strongly preferred)
- Certifications such as PMP, Lean Six Sigma, or equivalent
- Experience with workflow management tools, SLA dashboards, or BPO technology platforms
- Prior exposure to service delivery environments (insurance, financial services, healthcare, or other regulated industries)
Company Overview