Program Manager

About the role

The purpose of this role is to increase revenue, maximize process efficiency and cost-effectiveness, and ensure excellent customer experience through effective supervision of daily operations and personnel, contract compliance, resource optimization, and capability development within an account.

Responsibilities

• Collaborate with senior stakeholders to provide strategic and operational plans associated with the account.
• Plan the strategy for the coming years by identifying new geographies for alternate revenue streams.
• Ensure a deep understanding of clients' individual experiences to head off potential issues before they become problems.
• Ensure all SLA parameters are met in the account and maintain a green card at all times.
• Review and drive appropriate actions/systemic changes on internal and external audit findings to ensure no major non-compliances are cited.
• Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines.
• Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project.
• Monitor and review delivery dashboards/MIS across accounts to track progress and identify potential red flags.
• Participate and share account performance across operational, quality, and fulfillment parameters with internal and external stakeholders.
• Lead and manage project escalations, potential risks, or early warning signs on project delivery to eliminate any revenue leakage.
• Ensure regular invoicing as per the contract terms and conditions.
• Forecast and track key account metrics.
• Timely submission of invoices to the client as defined in the SOW.
• Provide information required and resolve any invoicing issues raised by the client.
• Collect and analyze statistics (costs, customer service metrics, etc.).
• Assume responsibility for budgeting and tracking expenses.
• Ensure outstanding performance against key metrics mentioned in the agreement.
• Evaluate performance with key metrics (accuracy, customer service metrics, etc.).
• Set direction for the team, track progress against targets through regular cadence calls, and course correct as required.
• Drive the focus of the team on quality and adherence to contract compliance processes.
• Drive and implement structured cadence around quality, both process and transactional.
• Conduct weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, and future planning in case of ramp-ups.
• Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.).
• Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery.
• Optimize manpower and minimize leakages by working closely with the delivery head.
• Ensure retention by offering relevant trainings and certifications of all allocated resources.
• Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team.
• Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects.

Requirements

• 8-10 years of experience.
• Mandatory skills: Investment Banking (Middle & Back Office).

Pay

The expected compensation for this role ranges from $80,000 to $158,000. Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience.

Benefits

• Full range of medical and dental benefits options.
• Disability insurance.
• Paid time off (inclusive of sick leave).
• Other paid and unpaid leave options.