Associate Program Manager
Location
Mumbai | India
Job description
JOB DESCRIPTION
The leader must demonstrate an ability to anticipate, understand, and act on evolving customer needs, both stated and unstated. Through this, he/she must create a customer-centric organization and use innovative thinking frameworks to foster value-added relations. With the right balance of bold initiatives, continuous improvement, and governance, the leader must adhere to the delivery standards set by the client and eClerx by leveraging the knowledge of market drivers and competition to effectively anticipate trends and opportunities. Besides, the leader must demonstrate a capacity to transform, align, and energize organization resources, and take appropriate risks to lead the organization in a new direction. As a leader, the candidate must build engaged and high-impact direct, virtual, and cross-functional teams, and take the lead towards raising the performance bar, build capability and bring out the best in their teams. By collaborating and forging partnerships both within and outside the functional area, the leader must work towards a shared vision and achieve positive business outcomes.
Associate Program Manager Role and responsibilities:
- Client Engagement: Build and maintain positive relationships with ANZ clients, conducting regular reviews to address their needs and enhance client satisfaction.
- Client-Centric Focus: Dedicated to retaining clients by delivering exceptional client satisfaction through proactive communication, responsiveness, and meeting or exceeding expectations.
- Program Delivery: Partner with operations leads to deliver programs, ensuring timely completion and meeting client objectives.
- Maintain scaling forecasts and deliver to incremental revenue commitments: Understand customer scaling requirements, manage pipeline expectations in Salesforce, build and communicate related revenue forecasts, deliver to revenue commitments.
- Organizational Effectiveness: Coordinate delivery of client programs across multiple teams, sites and time zones
- Operational Excellence: Collaborate with operations to ensure efficiency in program delivery, program results/output reporting, and identifying areas for improvement.
- Data Analysis: Proficiently analyze program performance and productivity data, generate actionable insights, and support data-driven decision-making.
- Leadership: Display leadership qualities, motivating cross-functional delivery teams and promoting a collaborative work culture.
- Communication: Communicate clearly, effectively and efficiently - both written and verbal - with clients and internal teams.
- Adaptability: Handle fast paced clients with evolving program requirements. Be flexible and maintain efficiency in a dynamic work environment.
- Problem-Solving: Demonstrate strong analytical skills to identify challenges and devise effective solutions for seamless program execution.
- Manage customer operations: Ensure accurate and on-time billing and manage annual renew processes as appropriate.
Technical and Functional Skills:
- Bachelor's degree in Marketing, or a related field with 5+ years' experience in client management/delivery, project/program management
- Experience managing international clients, across different time zones, and ability to travel.
- Experience managing multiple projects simultaneously, delivering on time and within budget.
- Operational expertise: Knowledge of operational processes and the ability to identify areas for improvement.
- Strategically savvy: Be comfortable and equally effective in strategic conversations with senior stakeholders as with detailed discussions with operational teams.
- Strong data analysis skills and proficiency in using tools such as using Excel or other data analysis tools, to generate insights and support decision-making.
- Previous experience in leading and influencing cross-functional teams to achieve project objectives.
- Excellent problem-solving skills, with a proactive approach to identifying and addressing challenges.
- Exceptional communication and presentation abilities, with a strong attention to detail.
ABOUT THE TEAM
eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the world's leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of India's leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.
eClerx Digital is the trusted partner of choice to the world's largest global brands for creative production, eCommerce/web operations, and analytics & insight services. We improve profitability for their digital businesses. Using the Follow the Sun delivery model, our team of 3,000+ full-time digital delivery employees - at our five productions hubs in Mumbai, Pune, Chandigarh, Verona, and Phuket - applies deep digital expertise to support the most demanding global clients effectively. eClerx Digital's innovative delivery model drives the 'metrics that matter' for our clients: improved acquisition, conversion and retention, and overall lifetime value of your customer 24/7/365.
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