Indegene - Program Manager

Program Manager

Program/engagement execution (multiple clients)

Program initiation and planning :

- Analyse the signed SOW and proposal to set goals and expectation for the programs and internal team. Create plan for initiation and execution timelines and expected date of closure.

- Arrange for client kick-off calls or internal kick-off calls to set expectations, get commitment, and suggest and ask for ways by which the commitments made can be honoured

- Negotiate contracts with client and establish timeline of performance

- Prepare plan for the execution of projects with deliverable dates, resource requirements, assets, software, hardware, vendor partners, commercial procurement of specific content, etc. Agree on timelines for client status updates

Program execution :

- Create process to manage scope and to get approvals from Manager, Vertical Head and Finance to start the new engagements on the project management (PM) tool and execute for the deliverables. Approve normal plans for the PM team as per the process

- Create new plans on the PM tool or any other application to assign, plan work, bring visibility to clients, partner with the client team to integrate their process requirements and the company's process requirements. Create mechanism to review the progress on the tool and iterate as per the changing needs of the engagement

- Interact with cross-functional teams (all stakeholders) to manage quality, deliverables and client outcomes; negotiate with clients on various developments and internal/external teams as well

- Collaborate with the client group, and use various communication mechanisms and channels to have all stakeholders in the loop. Build mechanism to collaborate by partnering with HR, Finance and BEx teams to help create and follow processes for communication

Program closure :

- Work on project closure process documentation as per process; manage communication with all stakeholders and close with learnings or business case document if required

- Manage complex client escalations and communicate to the internal teams about project scope change. Prepare risk identification and mitigation plans along with back up plans for all scope changes; influence stakeholders to manage the scope changes

Engagement monitoring & control :

- Review project financials with the finance team. Review & streamline CSAT, gross margins, profitability and revenue generation of the program/engagement independently

- Develop expertise in pricing, costs, competitors and company goals to develop strategic plans that allows to reach their individual targets and contribute to the overall goals of the company

- Closely monitor the engagement status with regular reviews or follow-ups with all the resources and leads on the progress; perform quality checks with regard to outcomes required for projects in the engagement

- Proactively identify and manage client concerns, complaints and possible escalations with effective communication on the cause to all stakeholders; monitor the escalations to help stabilise the program. Monitor, control and guide the team on performing causal analysis (root cause analysis [RCA]) to identify sources of problems and implement corrective/preventive measures

- Manage the Data Matrix of all the program-related documents and audit the projects internally on a random basis for juniors. Present the projects during audits and cooperate with auditors in terms of providing all relevant documents concerning the projects

- Prepare status reports for regular client updates for program and governance calls with clients. Oversee the routing status on periodic basis with key stakeholders to gauge the progress

- Monitor scope changes with regular client meetings; prepare and get approvals on the change request form (CRF) to rebase the project plans, gross margin and profitability for the engagement.

- Review and streamline project post-mortem/wash-up meeting with internal team through SWOT analysis and other techniques and conduct closure meeting with client

- Drive strategic account planning process for financial targets, performance objectives, account management standards and critical milestones over specific periods of time

Team management (cross-functional/global/direct/indirect) :

- Develop and train the Leads/Resource Managers and create an ecosystem of team work and learning to drive quality deliverables. Resolve conflicts and manage information workflow. Provide feedbacks to leads and resources where applicable.

- Drive execution as per client requirements, review the work done by the team members and provide feedback. Manage expectations around project delivery by creating better communication channels for all stakeholders. Reviewing the utilisation and network to help build morale, motivation and good work environment

- Hire the right skillset and develop team members for technical/domain/managerial requirements; create and develop on-the-job learning opportunities to upscale members. Create bench strength or create succession planning for key groups by partnering with HR

- Manage direct reportees by providing tactical and/or operational people leadership guidance for better ESAT (employee satisfaction) that includes work environment, grievance management, coaching, professional development opportunities, etc.

Process improvement & capability building :

- Monitor performance by collating and analysing performance data and charts against defined parameters to ensure performance and quality is aligned with what was planned

- Initiate and implement process improvement projects or best practices for streamlining/reducing redundancies/saving productive time and enhancing inter-organisational collaboration

- Identify new opportunities/global best practices adoption in the business unit to bring in competitive differentiation with guidance from the senior leadership

- Participate in business-level initiatives to provide feasible solutions by analysing the current trends

Process improvement and compliance :

- Implement compliance processes with the team with respect to content development guidelines, client/brand guidelines, SOWs, plagiarism, and ISO and CMMI processes (and any other corporate/engagement guidelines as required) as laid down by Indegene and the client

- Liaise with managers and internal auditors to follow processes and ensure the execution of corrective actions and compliance to specifications

- Initiate and implement process improvement projects to continuously improve quality, training, productivity, time and effort to develop content

- Ensure that non-disclosure agreements are signed off by contractors and vendors as applicable for their respective department

- Ensure that the team follows quality systems, company systems, processes and policies; encourage team members to attend trainings and participate in company initiatives

Self-development :

- Build mastery in assigned deliverables through self-learning and formal trainings and stay abreast with the current trends in the respective areas

- Build mastery in various program directions and project finances through self-learning and formal trainings

- Drive continuous improvement initiatives or company-driven initiatives as a part of learning and upskilling

- Master the key levers, metrics and processes for other resource groups that enable success of the full-service projects

- Develop strong business acumen and relationships with clients to help grow accounts

- Stay abreast with the best practices and current trends with the changes in the industry landscape. Upgrade and upskill oneself on business acumen, leadership and strategic skills

Desired Skills :

- Proven experience as a Program Manager or other managerial/lead position

- Thorough understanding of program management techniques and methods

- Excellent Knowledge of change management principles

- Excellent knowledge of MS Office; working knowledge of program/project management software (Financial Force, Sapience) is a strong advantage

- Outstanding leadership and organizational skills

- Excellent communication skills

- Excellent problem-solving ability

- 4 to 5 yrs relevant work experience; Life science background is preferred with a bachelors/masters degree in engineering/administration Skills:

- Advanced communication skills (oral & written)

- Critical thinking & problem solving abilities

- Planning & organising skills

- Advanced Project Management Skills

- Strong Business Financials

- People Management

- Strategic Decision Making

Good To have :

- Scrum certification

- Six Sigma certification

- PMP certification