Program Manager - Global Service Delivery

Job Responsibility & Accountability (Key roles, functions & accountabilities)

• KPI Monitoring: Active management with lab until KPI issues have improved.Demand labs for quickservice improvement.
• Client engagement: Participate in regular calls, discussions and meetings with KAM and/or the client directly to Understand client's challenges and partner with KAM and CRM to work out the resolution.
• System Utilization:Based on client's requirements (e.g. TAT 98%) to customize internal program monitoring tools to manage the program health and generate client's specific analysis summary.
• Program issue handling: Assess the corrective actions to be able to address the program issues from client's perspective.
• Program issue prevention:Actively engage with labs and process to identify improvement areas to prevent repeat issues.
• Program change management :Negotiating with internal customers to use the best practices for program changes. Manage the program changes in the most effective and efficient way for operationalization. Deploy the program instructions and monitor the changes are executed correctly in BV networks.
• Program instruction Presentation:Able to evaluate the program change and ensure the instructions are written in executable manner
• Operations engagement :Partner with Operations for the improvement on the customer's benefit.
• Program Training and Deployment :Able to use more advance media such as webinars or video conference to conduct training etc.
• Program simplification :Assess and initiate the program procedure simplification to achieve operational excellence
• BV System Proficiency:Strong in all BV systems especially in ECOM and OTRD. Ability to set up and deploy ECOM and OTRD to the client.
• RFP :Actively participate on proposals review by focusing on the program administrative requirements and suggest as appropriate best practices.

• Account Change risk/growth assessment and initiative: Assess risks or opportunities on major client change. Setup project plan to monitor the potential impact and review regularly with KAM and management.

Example: Project management1. Program expansion such as revenue conversion2. Win Back3. Account Change

Interrelationships (Other key functional or communication lines)

• Work with both internal and external parties
• Connect with assigned program clients if necessary
• Familiar with all global processes and work closely with these processes

Required Skills & Qualifications (What skills are required for this position)

• Degree holder or above
• Over 5 years working experience in total - with program management in consumer product testing,quality assurance, process / quality engineering or design for manufacturability experience(s)
• Sense of urgency and know when to escalate
• Able to work under time pressure
• Logical thinking, can analyse data and look for trends
• Strong analytical, problem-solving, and critical thinking skills
• Good team leader and team player with strong interpersonal and communications skills
• Good planning, organizing, project management, execution follow through and process improvement skills
• Good verbal and written communication and presentation skills
• Fluent in written and spoken English and Cantonese / Mandarin preferable
• Familiar with MS Office applications
• Self-motivated, responsible, patient, customer-oriented and detail-oriented