Program Manager - PMO - Online/Retail

About the Role

Program Manager

- Manager in this group is expected to interact directly with internal stakeholders across the globe to deliver on goals, drive process improvements and deliver business value.

- The person will be expected to be skilled in understanding customer needs, setting and managing expectations, building customer confidence through effective communication, reliable delivery, robust processes, and sound reporting metrics.

- The person will also be responsible for driving cost reduction (through process standardization and automation), quality improvements (by adopting appropriate audit and measurement mechanisms), and business impact across programs through policy changes and improvements in data quality and service delivery.

- He will lead a cross skilled team of associates (technical & non-technical) and business analysts to carry out business critical processes.

- The individual would be responsible for overall planning, budgeting, growth, delivery, process efficiency and productivity for his work groups.

Key Performance Areas:

- Manage a cross functional team of technical and non-technical resources to deliver against the goals and ensure high quality service delivery and execution.

- Drive cross functional projects to deliver business value for the team; be part of projects involving new feature definition to improve processes and reduce cost.

- Manage operations through end to end planning, metrics review and root cause analysis, and delivering results in a fast paced environment.

- Manage stakeholders across globe as part of operations delivery; demonstrate business acumen and skills in driving change by developing business proposals and driving implementation of recommendations through effective written and oral communication.

- Work with data engineering team and Software development teams to improve tools, processes and reporting dashboards

- Formulate, implement and track career development plans for team of highly skilled resources

- Liaise with HR, Facilities, Training, IT & Network teams to ensure seamless operations delivery

Basic Qualification and Skills Required

We are looking an individual who is passionate about process improvements and cost reduction. This person should be very good with analytical and numerical abilities and back his proposal and arguments with numbers. The candidate is expected to show independence and ownership for the tasks assigned to him and should be ready to roll his sleeves if required if required.

- Graduate with atleast 8 years / MBA (or equivalent Master's degree) with at least 5+ years of experience in managing data oriented or transactions based operations

- Minimum of 3 years of experience in interacting with global customers / stakeholders

- Strong oral and written communication skills

- Strong process/project management, prioritization, and multi-tasking capabilities.

Preferred Qualification

- Bachelors in Engineering with 2 years of experience in software development / support engineering

- Experience in eCommerce/Hi-tech/Retail industry or management consulting with focus on one of these industries would be an added advantage.