Program Manager

Position Summary

The Program Manager is responsible for being the primary interface with clients regarding both existing and potential development projects. The incumbent will ensure that the expectations and needs of the client are being met in a timely and efficient manner throughout the lifecycle of a project. Additionally, the incumbent will support the Business Development team in the RFP process for new projects and will be the owner for managing the progress of each active project.

Key Responsibilities

Client Relations

• Responsible for the strategy and entire delivery of strategic customer programs on site.
• Responsible for key aspects of client communication relating to quality, budget and delivery. Has overall responsibility for customer satisfaction and management of expectations. Will ensure that all issues are communicated to the customer in an open, transparent manner with potential solutions provided.
• Acts as the voice of the customer within Piramal to prevent conflicts of interest developing. Ensures that all "out of scope" activity is identified ASAP and that agreement is reached whether the scope will be absorbed by the site or negotiated with the client for financial recompense.
• Lead role in determining specific client requirements.
• Ensure that client expectations are managed and met.
• Work with Piramal Pharma Solutions employees to ensure that commitments made to clients are realistic and achievable.
• Responsible for identifying potential problems in meeting commitments made.
• Resolve potential shortfalls in meeting commitments first by working internally with Piramal Pharma Solutions team so commitment can be made, or if it not feasible, work with the BD team and the client as soon as possible to renegotiate a new commitment that they can accept.
• Manage communications such as conference calls and meetings with clients to ensure a positive relationship.
• Maintain detailed project plans and meeting minutes using company standard templates and processes for internal and external use and send out as appropriate.

Project Management

• Ensures that all won business has a project kick-off meeting where all information relevant to the program is shared with the project team and a schedule with individual accountabilities is agreed and committed to.
• Develop and update project schedules for all assigned projects in a level of detail appropriate to each project considering all technical and regulatory requirements.
• Ensure that time and resource availability estimates are reasonable so that project schedules are feasible and achievable.
• Works with Project teams to ensure all invoices relating to project delivery are executed on time in line with financial forecasting.
• Partner with all involved in each project to maintain a reliable flow of information.
• Provide regular status reports internally and to clients as appropriate.
• Recognize early on any potential problems and communicate to internal management immediately so that corrective action can be taken.
• Develop scope change quotations requested from a client that has not been previously ordered so that it may be billed correctly.
• Ensure that all work completed is billed to the client immediately upon completion.
• Identify revenue opportunities within assigned accounts. Assist the company in pursuing and quoting on these opportunities.

Key Interactions

Internal: Site Leadership Team; Business Development; all site functions

External: Customers

Education & Experience

• B.S. in Technical discipline.
• Project management designation/certification preferred.
• Advanced degree in Business is desirable.
• 5–7 years' experience in a project or business management role, pharmaceutical industry highly preferred.