Cloudangles - Program Manager - Customer & Delivery - IIM

Program Manager - Customer & Delivery

Location: Hyderabad WFO

Experience: 5-12 years

Background: MBA preferred (IIM - ABCLU Only)

Experience in managing onsite-offshore delivery, customer relationships, and large cross-functional teams

- Strong in program delivery, stakeholder management, KPIs, and reporting

- As a Program Manager based in Hyderabad, your role will be pivotal in ensuring seamless collaboration between onsite and offshore teams, while delivering exceptional customer experiences.

Here's a breakdown of your key responsibilities:

1. Customer Relationship Management:

Onboarding:

- Conduct thorough onboarding sessions with new clients, ensuring a smooth transition.

- Establish clear communication channels and expectations.

- Assign dedicated account managers to each client.

Account Management:

- Act as the primary point of contact for clients, addressing their concerns and queries promptly.

- Foster strong relationships with key stakeholders.

- Proactively identify and address potential issues.

Performance Management:

- Regularly review and analyze client performance metrics.

- Identify areas for improvement and implement corrective actions.

- Celebrate successes and recognize achievements.

2. Team Management and Collaboration:

Team Building:

- Build and maintain a high-performing team, emphasizing collaboration and teamwork.

- Foster a positive and inclusive work culture.

- Provide regular feedback and mentorship.

Workload Allocation:

- Effectively allocate tasks and responsibilities between onsite and offshore teams, considering skill sets and time zones.

- Ensure a balanced workload to optimize productivity.

Communication:

- Facilitate effective communication between onsite and offshore teams.

- Use collaboration tools to enhance transparency and accountability.

- Conduct regular team meetings to discuss project progress and challenges.

3. Project Management and Delivery:

Project Planning:

- Develop comprehensive project plans, outlining timelines, milestones, and resource allocation.

- Identify potential risks and develop mitigation strategies.

Project Execution:

- Monitor project progress and ensure adherence to timelines and budgets.

- Resolve issues and conflicts promptly.

- Conduct regular status updates with clients and stakeholders.

Quality Assurance:

- Implement robust quality assurance processes to ensure delivery of high-quality solutions.

- Conduct regular reviews and audits.

4. Performance Measurement and Reporting:

Key Performance Indicators (KPI's):

- Define and track relevant KPIs to measure team and individual performance.

- Analyze performance data to identify trends and opportunities for improvement.

Reporting:

- Prepare regular reports on project progress, client satisfaction, and team performance.

- Present findings to key stakeholders.

Tools and Technologies:

Project Management Tools: Utilize tools like Jira to track tasks and manage projects effectively.

Communication Tools: Leverage collaboration tools like Slack, Microsoft Teams, or Zoom for seamless communication.

Performance Management Tools: Employ tools like OKRs or Balanced Scorecards to measure and track performance.

Reporting Tools: Use tools like Power BI to create insightful reports and visualizations.

Strong Leadership:

- Provide clear direction and vision.

- Foster a culture of trust and accountability.

- Empower team members to take ownership.

Effective Communication:

- Utilize collaboration tools to facilitate real-time communication.

- Schedule regular meetings and stand-ups.

- Encourage open and honest dialogue.

Robust Processes and Tools:

- Implement standardized processes for project management, development, and testing.

- Utilize collaboration tools to improve efficiency and transparency.

Continuous Improvement:

- Regularly review and refine processes.

- Encourage feedback and suggestions from team members.

- Embrace a culture of continuous learning and innovation.