Project Manager - Client Onboarding

Project Manager – Client Onboarding

Acquire BPO is an award-winning business process outsource provider, to some of the world’s largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources.

Our employee value proposition, Come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment.

Why Join the A-Team?

Come for a career, stay for the fun!

• Do meaningful work and collaborate with the best
• Grow your career - yes, we love to promote internally
• Celebrate at our employee engagement events
• Bi-weekly pay
• Free employee only HMO Health Insurance
• Free Life Insurance
• 401K company match
• Vacation and Sick pay
• 8 Company Paid Holidays
• Comprehensive training and ongoing professional development opportunities

A Glimpse Into Your New Role

As the Project Manager – Client Onboarding, you will lead the successful implementation of new client programs and support strategic project initiatives globally. This role is fast-paced, dynamic, and critical to ensuring an exceptional onboarding experience for our clients. You will partner closely with internal teams across functions to deliver seamless project execution that drives customer satisfaction and long-term success.

If you're a strategic thinker with a structured approach, strong interpersonal skills, and a knack for problem-solving, this is your opportunity to thrive.

• Serve as the primary point of contact for clients during the onboarding process, ensuring clear communication, accountability, and alignment throughout.
• Lead end-to-end client onboarding projects, from kick-off through to final delivery and handover to operations and account management.
• Develop and manage detailed project plans, including scope, timelines, milestones, and risk mitigation strategies.
• Coordinate cross-functional internal teams (e.g., operations, IT, workforce, training, compliance) to ensure timely and successful onboarding execution.
• Facilitate discovery sessions to document detailed client requirements, including workflow design, reporting needs, system access, escalation paths, and success metrics.
• Align internal delivery capabilities with client expectations, highlighting any gaps or customization needed.
• Ensure onboarding timelines align with agent hiring, training, and nesting schedules.
• Identify, manage, and resolve project risks and issues; escalate, when necessary, with appropriate urgency.
• Coordinate client-specific tech integrations, including CRM, telephony, ticketing platforms, and secure data exchange.
• Run readiness assessments to ensure people, process, and technology are in place for launch.
• Lead “Go/No-Go” decisions and support hypercare period immediately after launch.
• Act as point of escalation for onboarding-related issues and drive resolution to meet client expectations.
• Ensure all client requirements are clearly documented, communicated, and delivered upon.
• Conduct post-implementation reviews and provide feedback to continuously improve the onboarding process.
• Transition ownership to operations teams with documented handover materials, SLA baselines, and open issues log (if any).
• Support global project initiatives or operational transformation efforts as needed.
• Maintain accurate and up-to-date project documentation, status reports, and communication logs.
• Tracking/reporting KPIs or onboarding metrics as part of success measurement.

What You'll Bring

• Bachelor’s degree (or equivalent experience), preferably
• Project management certifications like PMP, CAPM, or PRINCE2, preferred.
• Relevant work experience in project coordination or leadership roles
• Contact Centre experience
• Experience in managing projects where a customer is on-boarded or a service is delivered to a new customer.
• Strong understanding of business process outsourcing operations (ideally within a contact center environment or at a BPO organization)
• Diploma in Project Management or certified in PMP, Prince2 or similar - Preferred but not a prerequisite.
• High level of communication and interpersonal skills with the ability to manage and work with multiple stakeholders.
• Strong level of computer literacy skills including MS Project & Office

With a diverse global team working together, we proudly embrace and live these shared values:

• Collaboration: Brilliant jerks can be brilliant elsewhere.
• Impact: Do, get it done, create impact.
• Passion: Be positive and bring passion and energy.
• Transparency: A transparent team can help each other.

What are you waiting for?

Join the A-Team and experience the A-Life!

Acquire BPO is an Equal Opportunity Employer

http://Welcome to Acquire BPO (youtube.com)

Join the A-Team and experience the A-Life!