Sorry, this job is no longer available.
loading...

(Loading More Opportunities)

Sr. Program Manager , CS Operations


Job Description :
Job summary
This role is part of the Capability Development function in Asia Pacific Workflow team. This is a people manager role.
To succeed, you will be able to easily shift between macro and micro lenses and strategic and tactical activities, have a natural analytical way of thinking, diving deep into a problem, product and process and be able to explain difficult concepts to tech and non-tech users. Additionally, you will have a proven ability to learn quickly, distill complex scenarios into easily understandable synopses and communicate persuasively, in both written and verbal form.
Key job responsibilities
. Define, scope and deliver complex, business critical programs end-to-end, drive and shape the overall program's strategy and roadmap. Secure resources and manage implementation.
. Clearly communicate goals, roles, responsibilities, and desired outcomes.
. Liaise with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables. Support partner teams to refine processes and increase efficiency in line with program objectives.
. Develop measures to define progress and ultimate success establish ongoing reporting requirements and KPIs for program. Implement proposals to improve program services and efficiencies. Develop change processes associated with program rollout and ongoing support.
. Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations.
. Ensure transparency, alignment, and clear communication of improvements and their impacts across Worldwide Capacity Planning (WWCP) stakeholders
. Create regular communication mechanisms on program progress and challenges, and lead prioritization discussions on required adjustments.
. Utilize strong written and oral communication skills to translate technical/data solutions into recommendations for business audiences.
. Anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, as well as balance business needs versus constraints.
. Ideate and drive strategic change across Asia Pacific CP team and collaborate with the broader WWCP PMO team.
. Partner with other teams inside AP CP and WWCP e.g., Business Operations, HR, TA, Finance and senior leaders.
. Participate in governance meetings and drive actions on the ground necessary to ensure alignment.
. Drive and Participate in employee engagement activities to ensure a high degree of employee satisfaction and morale.
. Partner with Finance on the engagement budget and drive utilization for the WWCP.
. Drive Learning and Development program of WWCP.
. Data Management and Data Analytics with hands-on experience on MS EXCEL, VBA, SQL and data visualization tools like Tableau, Quick Sight or Power BI.
A day in the life
Monitor the status of the programs supported, check for the head winds and the tail winds that can impact program delivery. Continuously seek opportunities to improve the PM practice in the organization. Govern and manage PM framework and continuously iterate it to make it better. Engage with key stakeholders to understand their needs and find innovative ways to meet their needs and increase the speed of trust.
Basic Qualifications :
. Project management accreditation e.g. PMP or Prince2.
. 10+ years of experience in program or project management.
. 5+ years of experience delivering cross functional projects.
. Have managed a team of 5-7 people.
. Experience using data and metrics to drive improvements.
. Experience owning program strategy, end to end delivery, and communicating results to senior leadership.
. Experience defining program requirements and using data and metrics to determine improvements.
. Strong verbal and written communication.
. Bachelor's degree in Finance, HR, Information Technology or related field.
Preferred Qualifications :
. Prior Contact center planning experience strong foundational knowledge Work force management and planning processes.
. Successful record of building, improving and running operational business processes globally, ability to drive program effectiveness and high levels of customer satisfaction.
. Demonstrated program ownership and consistent delivery on commitments - great organizational skills with exceptional follow through and attention to detail.
. Proven capability working with, presenting to, and influencing senior executives up to director level.
. Python (would be considered as added advantage)
. Know-how of Robotic Process Automation (RPA)
Company
Amazon
Posted
07/08/2022
Location
hyderabad, TG, IN