Project Manager SOP

Standard Operating Procedure (SOP) for Project Manager
Prontosys

📘 Introduction to the Document

This Standard Operating Procedure (SOP) outlines the detailed responsibilities, tasks, and processes for a Project Manager at Prontosys. This document will ensure that Project Managers can effectively handle their role, from managing clients, teams, and daily operations, to handling all aspects of the client onboarding process, communication, quality control, and reporting. By following this SOP, Project Managers will ensure smooth project execution, client satisfaction, and consistent service delivery.

🧩 1. Initial Setup – Before Starting Any Work

Before beginning your role as a Project Manager, ensure that all tools, software, access credentials, and accounts are set up and ready for use.

1.1 Official Company Accounts

The HR Department will create and share the following with you:

• Official Company Email ID:
  Your official company email (e.g., yourname@prontosys.com) is essential for all work-related communication. This email must be used for official communication, logging into tools, and receiving invites. You must check this email regularly for project updates, client queries, and other notifications.
• Time Champ Account:
  This tool is used for attendance tracking, login/logout times, break times, and idle time monitoring. You will use Time Champ for all time-tracking purposes.
  If you encounter any setup issues with Time Champ, please contact HR directly for support.

1.2 Tools and Sheets Access

After receiving your email ID and Time Champ account details, request access to the following tools from Akshay Jadhav (akshay.jadhav@prontosys.com):

• Call Gear:
  Call Gear is used exclusively for making calls, but it should only be used to dial Dubai numbers. International calls are not to be made using Call Gear. You will receive your Call Gear details once your email is set up.
• Project Management Tools:
  Request access to any internal project management tools (e.g., Google Sheets, Basecamp.) used by the team for managing tasks, deliverables, and deadlines.
• File Sharing Platforms:
  Ensure that you have access to Google Drive or any other cloud storage service used to store project documents, templates, and resources.

🧩 2. Client and Team Management

2.1 New Project Assignment and Client Onboarding

When a new project is assigned, you will receive an email notification from support@prontosys.com with the project details. Upon receiving this notification, the following steps should be taken:

1. Introductory Meeting with Client:
   • The introductory meeting should be conducted with the client within 2 business days of being notified of the new project.
   • Access Check: During this meeting, verify whether the client has worked with any other agency or freelancer previously.
     • If they have, request the client to remove all access from the previous agency or freelancer, reset passwords, and share the updated credentials with us to avoid confusion.
   • Access Requirements: Inform the client about the specific access we require based on the services we are providing. This may include access to the website backend, domain hosting, social media accounts, and any other platforms as needed.
2. Access Details:
   • Website Backend Access: Request the client to share the admin login credentials for their website. If the website is built on WordPress, ask for the WordPress Admin Panel credentials.
   • Domain Hosting Access: Request the hosting account details, including the cPanel login credentials, to manage DNS settings, file uploads, backups, etc.
   • Social Media Access: For social media services, request access to the client’s Facebook Page, Instagram Account, LinkedIn, YouTube, Twitter, and any other platforms outlined in the project scope.
     • Ensure the client shares the admin access and not just limited access.
   • Additional Tools: If the client’s project requires access to Google Analytics, Google Search Console, or other tools, ask the client to share the login credentials for those as well.
3. Securely Store Access Information:
   • Document all access information, including passwords and login details and try to take access where ever possible and not ID Passwords until and unless it is necessary, Store all the passwords data in a secure password manager. Do not share these credentials with anyone except the relevant team members. This information should not be stored in plain text or shared via unencrypted channels.

 

 

🧩 3. Project Execution and Communication

3.1 Client and Team Communication

• Client Meetings: You are responsible for managing all client meetings, including the introductory meeting, progress updates, and final project reviews.
  • Avoid Involving the Team in client meetings unless technical input is required. This ensures that the team can focus on delivering their tasks without interruptions.
• Communication Channels:
  • Email and WhatsApp: All client communications should be handled via official email and WhatsApp. Ensure you maintain prompt responses within 30 minutes to avoid delays.
  • Call Gear: Use Call Gear exclusively for phone calls to Dubai All calls should be properly logged and tagged in your CRM or internal tracking system.

3.2 Deadlines and Task Management

• Clarifying Deadlines: Before starting any project, ensure that deadlines for all deliverables are clearly established with the client.
  • Communicate these deadlines to the team and ensure that the tasks are completed within the agreed timeframe.
• Client Approval: Once the team has completed the tasks, you are responsible for sending the work to the client for approval. Ensure that all deliverables are aligned with the client’s expectations before sharing them.

3.3 Quality Control

Before sharing any material (content for landing pages, social media creatives, etc.), ensure the following quality checks:

• Content Accuracy: Ensure there are no spelling mistakes, grammar issues, or repetitive content.
• Clarity and Relevance: Ensure that the content is clear, concise, and specific to the project.
• Visual Quality: Check that images, graphics, or videos are not blurry or low quality.

Once content meets the quality standards, it should be sent to the client for approval. This quality check responsibility rests solely with you.

🧩 4. Client Retention and Performance

• Client Bucket Management: Regularly monitor the progress of all client projects to ensure that clients are satisfied and projects are on track. The one more important performance criteria is client renewal’s if client renews your project time to time it clearly means you are doing good work and this is the direct performance parameter.
  
  
• Result Communication: Maintain consistent communication with your team to ensure that the deliverables meet the agreed-upon standards.

🧩 5. New Project Onboarding Cautions

When a new project is assigned, the introductory meeting should be conducted promptly. The following procedures must be followed for each department involved, ensuring smooth onboarding and timely delivery:

5.1 Social Media

• Sample Posts Sharing:
  If social media is included in the client’s plan, share 5 sample posts with the client within 2 working days after the introductory meeting. These posts should showcase the type of content that will be shared on their social media platforms.
• Content Plan Development:
  • Once the 5 sample posts are approved by the client, initiate the process of creating the content plan for the next month.
  • The Social Media Executive will first prepare the content plan and share it with the designer.
  • The designer will then create the social media inventory (which includes all creative assets like images, graphics, captions, etc.).
  • After the designer shares the inventory with you, you must obtain client approval on the content.
  • In some cases, you may need to share the content plan with the client first for approval. Only after the client approves the content plan should you forward it to the designer and proceed with the posting schedule.

5.2 SEO

• Keyword Selection:
  If SEO is part of the client’s plan, the following steps must be followed after the introductory meeting:
  • Conduct competitor research to identify keywords that align with the client’s business goals and the target audience.
  • Prepare a list of keywords and share it with the client. This list is known as the baseline report.
  • Client Approval: Ensure that the client selects the keywords from the list. The keywords should be shared and approved within 2 days of the introductory meeting.
• Keyword Strategy:
  When selecting the keywords, they should be grouped based on their difficulty and potential ranking timeline. The strategy is divided into three phases:
  • 30% of the keywords should be Low Difficulty: These keywords should rank quickly, typically within 3 months.
  • 40% of the keywords should be Medium Difficulty: These keywords should rank within 6 months.
  • 30% of the keywords should be High Difficulty: These keywords might take 8-9 months or more to rank. However, they will allow us to demonstrate long-term growth and progress to the client.
  • Review by Project Manager: The Project Manager is responsible for reviewing the keyword strategy and ensuring that it aligns with the client’s business objectives.

5.3 Paid Ads

• Competitor Research:
  If paid ads are included in the plan, the following steps must be followed after the introductory meeting:
  • Conduct thorough competitor research to understand the advertising strategies and budgets used by competitors in the client’s industry.
• Media Plan and Budget:
  • Prepare a media plan that includes a target audience strategy and advertising budget.
  • Share the media plan and budget breakdown with the client for their approval before proceeding with the ads.
  • Client Approval on Budget: Ensure that the client approves the budget for paid ads before proceeding with any ad campaigns.

5.4 Website Development

• Domain Hosting Check:
  If the client wants to build a new website, you need to confirm the following:
  • Domain Hosting:
    Ask the client if they already have domain hosting. If yes, collect the necessary details (domain name, hosting provider, access credentials).
    • If the client does not have domain hosting:
      Assist the client in purchasing domain hosting and set up the necessary accounts.
  • Website Development Timeline:
    • The new website development must be completed with a quality check and should go live within 25 days.
    • Ensure that all website content, design, and functionalities meet the client’s requirements and expectations before the website goes live.
  • Assignment:
    • Shoaib Patel will be responsible for assigning the new website development tasks and overseeing the quality of the project to ensure it meets the required standards.

Website Development – When client wants to build a new website then we need to confirm with client that do they have the domain hosting if yes then take the details from client, if not then help client buy the domain hosting. New website development should be completed with Quality Check and should be live within 25 Days. New Website Development work will be assigned By Shoaib Patel.

🧩 5. Project Deadlines and Urgency

5.1 Timely Action

Always prioritize tasks based on urgency to ensure that deadlines are met. As the Project Manager, you are responsible for ensuring that every aspect of the project is delivered on time.

5.2 Handling Dead Projects

If a project goes “dead” (i.e., inactive), you must prepare:

• Reason for Inactivity: Explain why the project is no longer active.
• Work Status: Document the work that has been completed and what is pending.
• Client Feedback: Record any client dissatisfaction, whether related to communication, unmet results, or other factors.
• Re-engagement Plan: Prepare a plan for potentially reviving the project and re-engaging the client.

🧩 6. Reporting and Daily Updates

6.1 EOD Reporting

At the end of each day, you are required to submit an End-of-Day (EOD) report summarizing:

• Progress made on active projects
• Client communications
• Any issues faced and their resolutions
• Decisions or actions taken for project improvement

🧩 7. Key Responsibilities Recap

• Client Satisfaction: Ensure all communications with clients are professional, timely, and clear.
• Team Collaboration: Work with your team to ensure deadlines are met. Offer support where necessary and ensure they have the resources to succeed.
• Client Feedback: Regularly collect client feedback and adjust project strategies accordingly.
• Documentation and Reporting: Keep accurate, up-to-date documentation and project records.

🧩 8. Do’s and Don’ts

Do’s:

• Ensure clear communication with clients and team members.
• Track all project progress and update team regularly.
• Always respond to client messages within 30 minutes.

Don’ts:

• Do not involve your team in client meetings unless required for technical discussions.
• Do not share unapproved content with clients.
• Do not miss client emails or WhatsApp messages.

🧩 9. Client-Specific Processes

9.1 Content Approval Sheet

You must maintain a Content Approval Sheet, which records the approval status of each client’s content.
Content Approval Sheet Link.

9.2 Social Media Inventory

Ensure the Social Media Inventory shared by the designer is quality checked before sending it to the client for approval.

9.3 Content Approval Process

There are two types of content approval:

1. Auto Approval: Content is automatically approved once ready and shared directly with the client and SEO team.
2. Client Approval Required: Content, such as blogs and articles, requires client approval before publishing.

🧩 10. Paid Ads Procedures

10.1 Facebook Business Manager

Ensure the client has a Facebook Business Manager account and provides you with partner access to the Prontosys ad account.

• If the client does not have a Business Manager account, assist them in creating one and obtaining admin access.

10.2 Lead Quality Feedback

Regularly ask the client for feedback about the quality of leads generated through ads.
Based on this data, work with the team to adjust the ad strategies for improved performance.

By following this SOP, the Project Manager ensures proper client onboarding, effective project management, timely deliverables, and overall client satisfaction. The document helps maintain clear communication with both the team and the client, ensuring that all responsibilities are met effectively.

 

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