Program Management:

  • Plan and monitor the day-to-day running of business to ensure smooth business operations.
  • Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements.
  • Revise and/or formulate processes and promote their implementation
  • Ensuring all operations are carried on in an appropriate, cost-effective way
  • Improving operational management systems, processes and best practices
  • Report on operational performance and suggest improvements
  • Liaise with superior to make decisions for operational activities and set strategic goals
  • Supervise staff from different Projects and provide constructive feedback
  • Transition new services into managed services and new project introductions

People Management:

  • Plan capacity for project delivery
  • Plan training and development for the people in the program
  • Devise growth path for employees in the team and performance management
  • Mentor and motivate teams to achieve productivity and engagement
  • Ability to Manage multi skill, multi tenure people and manage conflict
  • Formulate retention strategies and retain key talents
  • Evaluate overall performance by gathering, analyzing and interpreting data and metrics
  • Identify key talents and formulate growth path
  • Recruit, train and supervise staff

Customer Management:

  • Oversee customer support processes and organize them to enhance customer satisfaction
  • Building and maintaining relationships with clients and key personnel
  • Manage relationships/agreements with external partners/vendors
  • Find ways to increase quality of customer service
  • Customer satisfaction surveys (CSAT/NPS)
  • Coordinate customer service operations and find ways to ensure customer retention
  • Manage and respond to customer escalations efficiently
  • Customer Risk assessment and devising mitigation plans

Program Financials:

  • Review financial information and adjust operational budgets to promote profitability
  • Examine financial data and use them to improve profitability
  • Understand the cost drivers in the program
  • Manage budgets and forecasts
  • Identify and mitigate risks related to billing and financials
  • Devise improvements plans on identified gaps on plan vs actuals.
  • Implement financial budget plans effectively.
  • Project/Program billing, invoice submissions.
  • Audit and track all Financial data.

Organizational responsibilities:

  • Attend to organizational initiatives
  • Attend to new/existing customer presentation.
  • Provide inputs and best practices for new customer introduction.
  • Report out and present program metrics to the management
  • Understand requirements and provide inputs to sales for opportunity conversion.

Technology domain:

  • Experience in managing enterprise email infrastructure
  • Experience in managing enterprise collaboration tools
  • Understanding of the next gen email and mobility platforms.
  • Serve as the technical consultant on evaluating collaboration tools that align with the customer vision.
  • Ability to propose our IP’s and tools sets and align to customers technology startgey.
  • Assist in creating a cohesive architectural strategy framework for collaboration tools
  • Develop technical depth along with deeply understanding the niche of every product on the collaboration portfolio that this team supports.
  • Experience and knowledge with cloud conferencing and collaboration tools is a plus

– provided by DiceTracking

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