Program Manager – 10 -15 years of relevant Experience (Experience in Contact Centre would be an added advantage.)

Job Family Definition

Leads customer engagement to ensure that it meets all scope, time, budget and quality expectations, through planning, controlling and managing customer projects. Manages corporate, customer and third-party vendor efforts to plan, sell and implement solutions to customer problems. Responsible for business as well as team management.

Job Family Definition for Mgr, Progr Mgmt Office: Responsible for establishing and maintaining the portfolio and project management environment based upon Policies, Standards, Customer Engagement Roadmap and Global Method. May perform responsibilities as a member of an Engagement Program Management Office (EPMO) or as a business unit leader with responsibility for a portfolio of customer projects.

Management Level Definition

Unique mastery and recognized authority on relevant subject matter knowledge including

technologies, theories and techniques. Contributes to the development of innovative principles and

ideas. Successfully operates in the most complex disciplines, in which the company must operate to

be successful. Provides highly innovative solutions. Leads large, cross-division functional teams or

projects that affect the organization's long-term goals and objectives. May participate in cross division,

multi-function teams. Provides mentoring and guidance to lower-level employees. Routinely

exercises independent judgment in developing methods, techniques and criteria for achieving

objectives. Develops strategy and sets functional policy and direction. Acts as a functional manager

within area of expertise but does not manage other employees as a primary job function.

Responsibilities

Manages customer project delivery.

Revenue as detailed in Impact section.

Very large/ complex/ multiple regions or global.

High/ very high risk.

High/very high complexity legal and commercial issues.

Manages project financials including P&L.

Meets or exceeds SOAR approved budgets.

Provides reliable financial forecasts to the management.

Manages business development Identifies and develops new opportunities with client Supports

early qualification and opportunity assessment for large and complex opportunities Acts as

opportunity manager for high risk deals.

Manages client relationships.

Manages complex multi-function and/ or global delivery relationships with senior and

executive ("C" level) client management.

Communicates the direct value our capabilities will provide to our business partners and

customers.

Manages project team.

Manages internal as well as external resources with a team size greater than 40 people.

Mentors and encourages skill development of project team members through others.

Provides detail performance review input and development recommendations for key

contributors.

Mentors others, providing a role model and support for individual development.

Education And Experience Required

First level university degree.

Advanced degree preferred.

10+ years’ experience in project management or in like roles/businesses.

Knowledge And Skills

Demonstrates an in-depth knowledge of key operational policies, processes and methodologies

applicable to project management.

Recognized as a leader in the company's PM Professions community.

PMP Certified.