CCM Project Manager

Job Description

Key Responsibilities :

Project Planning & Execution :

Develop detailed project plans, including scope, timelines, and resource allocation.

Lead projects from initiation to completion, ensuring alignment with business objectives.

Leverage Customer Communication Management (CCM) tools such as OpenText Exstream, SmartCOMM, or Quadient Inspire to plan, track, and optimize communication and document generation workflows.

Stakeholder Management :

Act as the primary point of contact for project stakeholders, including clients, team members, and senior management.

Communicate project goals, progress, and risks effectively to all stakeholders.

Ensure consistent and compliant customer communications using CCM tools across business units.

Risk Management :

Identify potential project risks and develop mitigation strategies.

Monitor and control project risks to minimize impact on project delivery.

Financial Management :

Manage project budgets, including cost forecasting and reconciliation.

Ensure projects are delivered within budget and financial constraints.

Team Coordination :

Coordinate with cross-functional teams, including IT, business analysts, and operations.

Resolve resource and scheduling conflicts in a matrixed organization.

Collaborate with CCM platform teams to ensure seamless integration of communication templates, content updates, and delivery processes.

Process Improvement :

Implement process improvements using methodologies like Six Sigma to enhance project efficiency and success.

Drive automation and communication workflow optimization through CCM solutions to improve accuracy, turnaround, and compliance.

Client Interaction :

Maintain and build relationships with insurance companies and clients.

Negotiate and manage quotes, binders, endorsements, and renewals for existing customers.

Oversee client-facing communications via CCM tools to ensure accuracy, compliance, and brand consistency.

Qualifications :

Minimum of 10 years of project management experience in the Banking & Finance industry.

Proven experience in project coordination, PMO support, or similar back-office project management roles.

Hands-on experience with Customer Communication Management (CCM) tools such as OpenText Exstream, SmartCOMM, Quadient Inspire, or similar.

Strong technical understanding of document composition, output management, and communication workflows.

Bachelor’s degree in Business, Insurance, or a related field.

PMP, PgMP, or Scrum Master certification preferred.

Strong understanding of industry processes, regulations, and market trends.

Excellent communication, leadership, and organizational skills.

Proficiency in project management and program tools (e.g., Microsoft Project, JIRA, Rally).

Key Competencies :

Strategic thinking with a focus on delivering business value.

Ability to work under pressure and meet tight deadlines.

Adaptable and flexible in a rapidly changing environment.

Strong leadership and team-building abilities.

Analytical mindset with the ability to align CCM tools and technologies to business goals.