Associate Program Manager

RESPONSIBILITIES: 

Project Management:

• Identifying customer impacting issues, working out and implementing solutions and process improvements to increase the customer satisfying rate.
• Assist in developing and implementing training programs to improve the quality and productivity of the team.
• Drive process improvements to enhance the operational efficiency of the site.
• Understanding and effectively utilizing the resources provided by the internal systems, departments, policies and procedures.
• Development analysis and improvement of new strategies and procedures.
• The Manager will have the ability to develop, plan and implement short and long term goals.
• Independently build relationship with cross functional teams to enable skill/team performance and improve customer service.

People Management:

• Leading and developing a team of 50 - 60 associates; responsible for the overall direction, performance management, coordination and evaluation of the team and responsible for driving process improvements not only in respective teams but across skill.
• Lead and drive the continuous improvement culture through lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality.
• Carrying out supervisory responsibilities in accordance with policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, 
• assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
• Mentoring and act as a resource to new managers and expedite their learning curve also devise action plan to develop and groom team leads into future CS Managers.
• Leading Site level initiatives , Primary owner of functional responsibilities that impact overall site like Performance Related Pay, transportation etc and may require interface with other sites in network
• Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
• Expected to be 2nd in line to the Senior Operation managers and at times might be required to perform delegated duties of Senior operations managers
• Develop and Achieve performance goals and objectives in line with the network wide vision and goals.

QUALIFICATIONS: 

• Bachelor’s Degree an MBA is a Huge plus
• 10 plus years of relevant supervisory experience.
• Advanced computer skills using a variety of programs highly desired.
• Candidate need to be in people management Role.

OTHER REQUIRED SKILLS: 

• Demonstrated ability to build, develop, direct, and manage a group of people.
• Ability to support Business and provide solutions to customer pain points
• Ability to organize, prioritize and schedule work assignments
• Ability to make administrative and procedural decisions
• Proven ability to manage reporting and analysis
• Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations.
• Ability to effectively and efficiently complete difficult goals or assignments
  can adapt well to changing circumstances, direction, and strategy
  Strong interpersonal and communication skills.
• Proficient in MS office Exceptional skills in data manipulation and analysis
  Ability and desire to relocate to take advantage of future growth opportunities