Basic Function:

The Program Excellence Manager plays a pivotal role in achieving the organization's operational efficiency goals. This position is responsible for establishing and standardizing a structured program & project management approach within IO, enabling functions to independently plan, manage, and execute projects, including strategic initiatives. The role ensures alignment with organizational goals, supports project teams through training and enablement, and oversees the cadence of strategic initiatives. The role ensures the seamless execution of programs and strategies designed to promote a process-driven and continuous improvement mindset, while maintaining alignment with the organization’s long-term objectives.

Specific Duties and Responsibilities:

• Strategic Governance:
• Establish governance structures for internal and external programs, providing clarity on roles, responsibilities, and reporting standards.
• Act as a strategic advisor for high-impact initiatives, incorporating best practices and continuous improvement methodologies.

• Develop Program & Project Management Approach:
• Design and implement standardized project management frameworks, tools, and methodologies tailored to the organization's needs.
• Ensure alignment of project management practices with Infinit-O's operational goals and strategic priorities.

• Program Oversight:
• Strategic Program Management: Oversee the management and execution of strategic initiatives, ensuring projects remain on track and deliver expected outcomes.
• Governance Structures: Establish governance frameworks that define roles, responsibilities, and reporting mechanisms to drive accountability.

• Scope Management:
• Define and Validate Scope: Establish and document project scope, including deliverables, constraints, and assumptions.
• Control Scope: Monitor project scope and implement processes to manage scope changes effectively, ensuring alignment with strategic objectives.

• Resource Management:
• Resource Allocation:: Develop and oversee resource plans, ensuring optimal allocation of human and material resources.
• Resource Utilization: Track and monitor resource utilization, implementing strategies for efficiency and sustainability.

• Performance Metrics and Reporting:
• Track KPIs: Define and monitor key performance indicators (KPIs) to measure project success and alignment with business goals.
• Regular Reporting: Generate and present detailed reports on project progress, challenges, and outcomes to key stakeholders.

• Quality Management
• Develop Quality Standards: Define and enforce quality standards for project deliverables to ensure excellence and consistency.
• Quality Assurance and Control: Implement quality assurance and control mechanisms to maintain high standards across all project phases.

• Risk Management:
• Identify and Analyze Risks: Proactively identify potential project risks, assess their impact and probability, and integrate risk management into project planning.
• Mitigation Strategies**: Develop and implement risk mitigation strategies to minimize disruption and ensure project continuity.

• Project Documentation
• Maintain Documentation: Ensure comprehensive documentation of project plans, status reports, meeting minutes, and other relevant documents to facilitate knowledge sharing and compliance.

• Training and Enablement:
• Project Management Training: Develop and deliver training sessions to equip project teams and leaders with standardized project management methodologies and best practices.
• Continuous Learning: Provide ongoing mentorship and enablement to project teams to enhance self-sufficiency in execution.

• Cross-functional Collaboration:
• Facilitate and drive collaboration among cross-functional teams to enhance the execution of strategic initiatives.
• Act as a liaison between departments to ensure alignment and resolve interdepartmental challenges.

• Stakeholder Communication Plan
• Develop Communication Plans: Create and maintain comprehensive stakeholder communication plans, detailing communication frequency, methods, and channels.
• Engagement and Alignment: Facilitate regular updates and engagement sessions with stakeholders to ensure transparency and alignment with organizational priorities.

Others

People Management

• Lead by example in fostering a culture of accountability, ownership, and performance excellence within project teams.
• Monitor the performance and progress of strategic initiatives, providing guidance and support to ensure alignment with organizational objectives.
• Provide feedback and coaching to project leads and teams, addressing any gaps in execution or adherence to frameworks.
• Build and maintain relationships with stakeholders to ensure engagement and buy-in for strategic programs.

Collaboration

• Support other team members - Process Management, Compliance Management, Sales Effectiveness - as needed to achieve common objectives.
• Act as a strategic advisor for high-impact initiatives, incorporating best practices and tools to optimize execution across departments​.

Resource & Investment Management

• Manage and oversee investments related to Operational Excellence (OE) - Program Management - ensuring the efficient allocation of resources and alignment with business objectives.

Quality & Information Security Management

• Adhere to Infinit-O’s information security policies and carry out its processes and procedures.
• Protect client-supplied and generated-for-client information from unauthorized access, disclosure, modification, destruction, or interference (see also Table of Offenses).
• Carry out tasks as assigned and are aligned with a particular process or activity related to information security.
• Report any potential or committed non-conformity, observation, and/or security event or risks to immediate superior.

Competencies

• Strategic Thinking
• Vision Alignment: Ability to align project management frameworks with the organization’s strategic goals, anticipate future trends, and ensure proactive project execution to address evolving business needs.
• Collaboration and Influence
• Cross-Functional Engagement: Builds strong relationships across departments, fostering collaboration and shared ownership of goals while maintaining alignment on priorities and timelines.
• Process Optimization: Identifies inefficiencies, introduces improvements to enhance productivity and consistency, and ensures continuous refinement through data-driven decision-making.
• Consistency and Scalability: Develops scalable and uniform frameworks applicable across functions and geographies, ensuring seamless project execution.
• Execution Rigor: Ensures disciplined adherence to project methodologies, timelines, and budgets to maintain high execution standards.
• Change Management
• Adaptability: Demonstrates flexibility to shifting priorities and evolving challenges, maintaining a solution-focused approach while guiding teams through change.
• Driving Adoption: Champions the adoption of new tools and methodologies, ensuring smooth transitions and minimal resistance from stakeholders.
• Analytical and Critical Thinking
• Data-Driven Decision-Making: Collects and analyzes data to inform project planning, monitor progress, and measure success using quantitative and qualitative metrics.
• Problem Solving: Anticipates risks, proactively develops mitigation strategies, and addresses challenges with logical, structured approaches for effective solutions.
• Leadership and Accountability
• Governance Expertise: Establishes governance structures that define roles, responsibilities, and reporting standards, ensuring accountability across strategic initiatives.
• Inspiring Excellence: Motivates teams to achieve high-performance standards through clear direction, support, recognition, and professional development.

Education and Experience:

Educational Qualifications / Certifications

• Bachelor’s degree in Business Administration, Project Management, Operations Management, or a related field.
• Master’s degree in Business Administration (MBA) or a similar advanced degree is highly preferred.
• Certification in Project Management, such as PMP (Project Management Professional), PRINCE2, or Certified Scrum Master, is highly preferred
• Additional certifications in Lean Six Sigma, Agile methodologies, or Change Management (e.g., Prosci) are advantageous.

Professional Experience

• 8–10 years in program/project management, ideally with 3+ years in leadership roles.
• Experience implementing project frameworks in multinational organizations, preferably in BPO or shared services.
• Proven success in managing strategic, cross-functional initiatives.

Technical Proficiency

• Expertise in project management tools (e.g., Jira, Asana, Trello).
• Proficiency in data visualization/reporting tools (e.g., Power BI, Tableau).
• Strong knowledge of Agile, Scrum, and Lean principles.

Track Record of Success

• Delivered high-impact projects on time with measurable results.
• Designed scalable frameworks that enhance efficiency and align with strategic goals.
• Influenced cross-functional teams and drove adoption of new methodologies.