This is a remote position.
Essential duties and responsibilities
Program management
· Successfully delivers projects to assigned clients, within quality, profitability and schedule targets.
· Manages the delivery team to support the successful execution of project management tasks, including monitoring and balancing the workload of the team.
· Manage key projects on accounts and demonstrating mastery of all duties outlined in the Program Manager role as well as key project management capabilities and competencies.
· Drive and lead the delivery strategy for the account, in collaboration with the commercial team.
· Be responsible for the analysis, formulation, implementation, management, and continual improvement of these programs.
· Implement efficient, robust, and above all else, quality-oriented programs for all major accounts assigned to your team.
· Develop and execute action plans.
· Be responsible for the management and successful conclusion to test projects required by key clients as part of the sales cycle.
Client management
· Own relationships with the client at the project level and work closely with the commercial team and production teams to optimize delivery, client satisfaction, and profitability.
· Liaise with commercial team to monitor the health of the program, including but not limited to margin, vendor, and client relationships.
· In cooperation with commercial team, monitor margin and seek proactive solutions to improve profitability and efficiency on their accounts.
· Liaise with commercial team in preparing and delivering the QBR including reports and presentations or cooperate with commercial team on the latter.
· Represent commercial team at key client meetings (e.g. client visits, QBR’s, post-mortems, and problem resolution).
· Support the commercial team in maintaining the account plan, communication matrix, and any other account-wide governance documentation.
· Support the commercial team in building solid account management strategies for the key accounts assigned to your team.
· Develop strategies for new business opportunities with the goal of growing these to a USD 5M level account.
· Ensure any reports shared with the client are updated at the relevant frequencies and shared with appropriate audiences.
· Work closely with commercial team and Program Director to ensure the successful onboarding of new clients.
· Liaise with commercial team to manage growth opportunities and buying signals, to identify new areas for growth and to cross/up-sell opportunities.
· Work closely with the Program Director to create innovative tools, and other support items to grow our relationship with the client, margins, and barriers to entry and seek to expand company business into the account.
Communication
· Conduct monthly program reviews (audience: senior management representatives of each department).
People management
· Be responsible for the creation of high-performance teams.
· Drive team to deliver a successful program.
· Manage a team, coach, mentor and oversee employee development process, including, but not limited to: (a) training on standard processes and tools, and (b) identifying and overseeing objectives to develop their skills.
· Provide leadership, training and development plans to move your team to the optimum level of performance.
· Foster the team members’ growth and commitment to client and company goals.
· Be responsible for ongoing performance management and undertake performance appraisals in line with relevant procedures.
· Manage the teams' performance during regular 1:1 meetings; oversee and submitting travel requests, create business cases where required.
· Promote all management decisions and plans to your team; lead by example.
· Support SPM with direct manager duties and coach/mentor them to provide appropriate feedback.
· Work with the team to address any issues, devise action plans and driving their execution.
· Actively participate in new hire process; conduct interviews.
· Monitor time tracked for the whole team, including indirect reports.
Quality
· Proactively monitor the quality of the team’s accounts.
· Liaise closely with the quality team to address any program quality strategy concerns.
· Deal with any client complaints (review and approve investigation outcomes and corrective and preventive actions) and in line with the complaint procedure.
· Follow any set procedures, drive the LQA process for new clients and ensure that all processes are documented and reviewed regularly.
· Ensure that all quality initiatives conform to the framework laid down in the ISO quality specification supported by Our Client.
Supply chain
· Work closely with Supply Chain on any strategy requiring input and promote good supplier communications with the team; advise on and support any issues or escalations and ensure that concrete action plans are put in place.
