JD & KRAs:
Responsible for leading and driving new customer transitions and existing customer relationships for
addition and management of services
Principle Accountability:
Accountable for ensuring customer satisfaction at PAN India Level
Responsible for business growth through existing and new programs, profitability, customer
engagements & satisfaction, program management, KPI of the assigned projects
Project Planning:
Understand Customer expectations and to translate requirements to specific milestones and
deadlines
Prepare & review plan/ timelines with business and getting a sign off
Facilitating, coordinating and tracking of transition during Planning, Transition phase, and
Handover
Managing regular governance calls with key stake holders
Customer Engagement & Delivery Management:
Maintain customer relationship through regular interactions, meetings, updates and reviews
Building and maintaining strategic ties as well as networking with existing and potential
customers in order to establish long-term, trustworthy relationships
Ensure customer escalations/ issues are addressed appropriately within timelines with focus
on reduction
Ensure smooth take over and control by the delivery team
KPI management and review
Continuous interactions with the customers for short term and long term visibility of inventory
Stakeholder Management:
Understand customer expectations both at a macro and micro level and transfer customer
perspective to the team
Build productive and influential relationships with key customer stakeholders
Be part of governance meetings
Understand and manage customer expectations about scope and timelines
Ensure workflow processes are agile to respond to changes in the customers’ expectations or
environment
Analyzing Opportunities
To work towards identifying and analyzing new opportunities for enhancing business growth
To gather information on the analysis of the markets for expanding the business and
acquiring new customers to advise the management of suitable action
Develop new business programs to meet productivity and revenue goals
Financials/ Profitability:
Responsible for Customer interactions for aged AR collections if any
Manage and control program budget and expenditure and identify / authorize actions relating to
project finances
Review, analyze and communicate relevant information relating to project and program financial
management activities
Responsible for DPL reviews and comparison between budget and actuals
Authorize and enable accurate program forecasting
The Program Manager must possess:
Strong leadership skills
Excellent written and verbal communications
Excellent attention to detail and organizational skills
Strong analytical and problem-solving skills
Strong interpersonal skills to interact with Customers and team members
Must be self-driven with the ability to multi-task, have effective time management
Ability to thrive in a fast-paced collaborative environment
Possess excellent ability to build successful relationships internally and externally.
Strong teamwork approach and experiences
Willingness to travel
Qualification:
Education to degree level (Technical/Science preferable) or equivalent Telecommunications / IT
industry experience
relevant work experience with repair telecom/ Service.
Minimum 10 years of Project Management Experience
Certification in Project or Program Management, add on advantage
