P3O Officer - Customer Experience (CX) Portfolio

Job Purpose

The P3O Officer acts as the shadow to the Project/Program Manager, providing governance, coordination, and portfolio management support across assigned projects. The role ensures standardized reporting, visibility, and adherence to 2P's delivery framework while tracking progress, risks, and dependencies.

Roles and Responsibilities

Support the CX Program Manager in planning, monitoring, and controlling project portfolios.

Prepare dashboards, KPI trackers, and performance summaries for CX initiatives.

Maintain risk, issue, and change registers; ensure compliance with governance standards.

Facilitate stakeholder meetings, prepare minutes, and monitor follow-ups.

Analyze CX metrics (CSAT, NPS) and integrate insights into project reports.

Ensure accurate and timely documentation and reporting of portfolio status.

Provide a Centre of expertise and develop consistent standards and procedures, including templates, and guidance in tailoring across a range of programs and projects

Implement guidelines, procedures, and templates to collect and maintain consistent data and provide hands-on delivery support to a program or project

Coordinate information about how programs and projects run the standard program or project management methods, their progress, and problems

Facilitate creation and update of program or project plans as required by the program/project manager. Identify where cross dependencies exist and track/monitor these in support of the program/project manager

Establish and maintain baselines

Facilitate the design, development, and ownership of the program or project plan, ensuring that all milestones and internal and external dependencies are identified, logged, and monitored

Establish and operate a mechanism to track the delivery of programs or projects against the plan, update progress against the plan

Run facilitated workshops on start-up, risk, planning, issues, etc.

Perform program and project fast-track start-up and closure assistance

Design and support governance/reporting for programs and projects

Implement an agreed regular progress-reporting mechanism for all programs and projects, and thereby monitor the routine progress of programs/projects, and assist the program/project manager in preparation of the program/project status reports

Provide regular reports to boards, including a commentary on performance, coordinating upward aggregation of data/information and reports highlights reports, program status reports, management dashboards

Develop and establish risk, issue, dependency, and change-control processes and templates, and assist the program and project team in their delivery

Facilitate the quality review process for programs or projects

Maintain the list of stakeholders and their interests and facilitate the formulation of the stakeholder engagement strategy

Assist Program/Project Manager and customer with transition management

Qualifications

Bachelor's degree in Computer Science, or related field.

37 years of experience in PMO or Project Coordination within IT/Service Delivery environments.

Certifications: Relevant Certifications in the same field.

Skills

Proficiency in MS Project, Excel, Power BI, MS Project & EPM, and related governance tools.

Strong communication and stakeholder management skills.

Excellent analytical and documentation skills.

Ability to manage multiple priorities in fast-paced environments.

Competencies

Analytical thinking and problem solving.

Effective time management and organizational skills.

Teamwork, adaptability, and accountability.

High attention to detail and data accuracy.