The Project Manager (PM) will lead endtoend delivery of initiatives across enterprise communications platformscovering customer notifications, omnichannel messaging (SMS, Email, Push, WhatsApp), CPaaS integrations, chatbots, and event-driven communication journeys. This role requires strong program governance, cross-functional leadership, vendor management, and hands-on delivery in regulated environments (e.g., banking/financial services).
Key Responsibilities
Delivery Leadership & Planning
- Own the project lifecycle from initiation to golive: scope, timelines, budget, quality, risk, and stakeholder alignment.
- Build and manage integrated plans (milestones, dependencies, critical path).
- Drive Agile ceremonies (PI Planning, Sprint Planning/Reviews) while maintaining executive-level status reporting.
Communications Platform Implementation
- Lead implementation and enhancements for communications platforms (notification engines, message orchestration, template management, audience segmentation, and triggers).
- Oversee API-led integrations with CRM, mobile apps, core banking, middleware, data platforms/CDPs, and workflow engines.
- Ensure throughput, deliverability, and SLA adherence for messaging (SMS, Email, Push, WhatsApp, in-app).
Governance, Compliance & Risk
- Establish strong governance for change control, audit traceability, and regulatory compliance (data privacy, consent management, opt-in/opt-out, archiving).
- Maintain RAID logs; proactively manage delivery risks, dependencies, and vendor SLAs.
- Coordinate security reviews (authentication, encryption, key management) and data residency constraints where applicable.
Stakeholder & Vendor Management
- Act as the single point of contact across Product, Engineering, QA, Security, Legal/Compliance, and external providers (e.g., CPaaS, email gateways).
- Facilitate executive updates, steerco forums, and vendor performance reviews; negotiate scope, timelines, and commercials when needed.
- Align delivery with business value (conversion, engagement, operational efficiency, and cost per message).
Execution Excellence
- Run structured UAT and release readiness; ensure message content accuracy, template approval workflows, and localization.
- Monitor production stability postlaunch; drive incident resolution with root-cause analysis and preventative actions.
- Continuously optimize journeyssegment targeting, trigger accuracy, throughput, cost efficiency.
Required Skills & Experience
Experience
- 810 years of total experience, with 4+ years leading projects in communications platforms or customer engagement (banking/FS, or large-scale digital preferred).
- Proven delivery of omnichannel messaging (SMS/Email/Push/WhatsApp), chatbots, and CPaaS integrations in complex ecosystems.
- Strong background in API-led and event-driven architectures; comfortable with JSON payloads and webhook patterns.
- Success in regulated environments with privacy, consent, audit, and records management requirements.
Technical/Tooling
- Hands-on with platforms like Twilio, Infobip, Braze, Adobe Campaign, SendGrid, Firebase, or similar.
- Agile tooling: ADO/Jira, Confluence; documentation: Visio/Miro/Figma for workflows; BI dashboards for delivery KPIs.
- Understanding of CI/CD, release management, and basic cloud concepts (Azure/AWS/GCP) beneficial.
Delivery & Leadership Skills
- Program governance, executive reporting, vendor performance management, and budget/contract oversight.
- Excellent communication, negotiation, and stakeholder influence across business and technology.
- Structured problem-solving, data-driven decision-making, and strong ownership mindset.
Key Performance Indicators (KPIs)
- On-time/on-budget delivery and change success rate.
- Business impact: uplift in engagement/conversion, reduction in cost per message, fewer incidents/MTTR.
- Stakeholder satisfaction (NPS/CSAT), transparency and clarity of executive reporting.
Nice-to-Have (Domain-Banking)
- Experience with card communications (EPP, limit changes), onboarding and servicing journeys, collections notices, and regulatory alerts.
- Familiarity with core banking, CRM, ESB/middleware, data lake/CDP, and mobile app release cycles.
- Understanding of customer lifecycle communications, consent/legal text, and multi-language support in GCC markets.
