Program Manager - Global Command Center

Job Understanding

Role: Program manager

Job Site: WFH (Optional)

Working Days: 5.5 Days Working

Location Hiring : Bangalore, Hyderabad, Mumbai, Pune

Summary of Responsibilities

- Working on the different functional areas within Global Command Center.

- Responsibilities include maintaining constant communication with site operations, senior leadership, technology teams and other internal clients on status of customer experience across different business lines. This would involve working with learn various tools which are used to obtain information required by the teams in question.

- Handling exceptions wherein there is a deviation from the plan due to issues at sites, vendors or incoming volumes.

- Suggesting changes for improvement of processes and amending SOPs once these are approved

- Project Management - Identifying requirements and working with Software teams to improve tools and suggest automation possibilities

- Identifying recurring instances of exceptions and taking actions to eliminate the root causes

- Working on trend analysis to help with scheduling

- Generating metrics and analyzing these to identify problem areas and suggest improvements

- Assisting in training new hires

- Understand the current landscape of selection and pricing process for multiple players in the industry

- Stay on top of changing trends and strategic priorities through in-depth data analysis

- Identifying the areas of improvement in the business process involving selection and pricing

- Develop and implement frameworks for improving the key metrics for the program

- Creating and managing long-term goals for the program

- Developing an operating plan for the program

- Developing an evaluation method to assess program strengths and identify areas for improvement

- Passion for working on a cross-functional team collaborating with various groups to understand business objectives and to deliver on team objectives

- Manage vendor communication and follow up on vendor tasks to ensure effective project delivery

- Maintain project schedules, as applicable, to deliver projects on time

- Capture and escalate risk that surfaces on a project to help mitigate or avoid project disruptions

- Provide status reports, as appropriate to the size of engagement

- Accept ambiguity and constant change while seeking an understanding of business impacts for the project and the needed detail to deliver an effective project close

Qualification & Skills Required

- 2+ years of program or project management experience

- 1+ years of working cross functionally with tech and non-tech teams experience

- 1+ years of defining and implementing process improvement initiatives using data and metrics experience

- Bachelor's degree

- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL

- Experience defining program requirements and using data and metrics to determine improvements

- Excellent Communication skills

- Excellent problem-solving, mathematical and analytical skills

- Stakeholder management partnering with stakeholders from different other sites. Leading to smooth GCC operations without any escalations

- Flawless Incident and BCP management

- People development responsibility Flexibility to work in a 24x7 environment

- Experience building processes, project management, and schedules