JOB PURPOSE:

Program Manager – SPO will be responsible for effectively managing high risk and large-scale critical projects/programs that would deliver against the Company plan or Contact Centre objectives. Also responsible for leading and driving new client transitions and existing client transitions for the addition of new services(migrating, improving and optimizing the business process into our environment). Managing and supporting a team in delivery of their projects to improve program assurance.

PRINCIPLE ACCOUNTABILITIES:

1. To effectively manage medium-high risk and medium-large scale projects/programs, that would deliver against the Company Plan or Contact Centre Objectives

Objectives:

Effectively managescurrent projects by following the 5 Steps of ProjectManagement.

Initiation

• Defines and summarizes what the projectis intended to achieve, in business and technical terms.
• Describes the business problemthat needs to be solvedand the benefitsthe proposed solution will provide.
• Summarizes the list of majordeliverables that will be completedby the end of the project.
• Summarizes the inclusive and exclusive boundaries of the project,specifically addressing items that are both in-scope and out-of-scope.
• Seeks direction from the Project Ownerto identify stakeholders, both internal and external to the project.
• Provides and summarizes projectduration, high-level timelines and milestones for the project.
• Summarizes the sourcesof funding (if any) for the project,outlines how the funding will be received and summarizes the estimated budget for the project.
• Identifies all assumptions and constraints that must be taken into consideration priorto the initiation of the project.
• Identifies high-level risks associated with the projectand possible mitigation strategies.
• Works in conjunction with Project Owner to obtain necessary approvals and sign-offs from ProjectSponsors, Business Sponsors, etc. in orderto proceed with the planningof the project.

Planning

• Develops a writtenscope statement as the basis for future project decisions.
• Subdivides the major project deliverables into smaller, more manageable components.
• Identifies specific activities that must be performed to produce the various project deliverables.
• Identifies and documentsinterdependent activities.
• Estimates the number of work periodswhich will be needed to complete individual activities.
• Determines what resources (primarily people), and how many of them wouldbe required to perform project activities.
• Works in conjunction with Project Lead to identify, documentand assign, projectroles, responsibilities, and reporting relationships.
• Determines the information and communication needs of the stakeholders such as who needs what information, when will they need it, and how will it be given to them.
• Determines what risks are likely to affect the process, documents them, evaluates them to assess the rangeof possible projectoutcomes and definessteps for opportunities and responses to these threats.

Execution

• Carries out the project plan by performing the activities includedtherein.
• Evaluates overall project performance on a regularbasis to provideconfidence that the project will satisfy the relevant quality standards.
• Develops individual and group skillsto enhance projectperformance.
• Makes needed information available to projectstakeholders in a timely manner.
• Participates in solutioning in terms of scope, time,resource, cost, risks and issue management and governance and project structuring.

Monitoring and Controlling

• Coordinates changes across the entire projectby controlling changesto project scope, project schedule and project budget.
• Monitors specific project results to determine if they comply with relevant quality standardsand identifies ways to eliminatecauses of unsatisfactory performance.
• Collects and disseminates performance information such as status reporting, progress measurements and forecasting.
• Responds to changesin risk over the courseof the project.
• Measures performance againstbaseline.
• Measures ongoing activities.
• Identifies correct actionsand additional risks as a result of execution stage.

Closure

1. Generates, gathers and disseminates information to formalize phase or project completion.
2. Obtains formalsign-off from the main stakeholders and ensures acceptance on the final product from the sponsor.
3. Documents all the information from the project and organizes it neatly so that it can be revisited when necessary.
4. Updates lesson learnt database,so that all team memberscan go through it and reflect on what went right or what went wrong during the project.
5. Handovers project deliverables to the Operations Team and releaseproject resources.
6. To manage and supportteam in delivery of their projects:
   • Supervises the day-to-day working of the team to ensure that all the projects handledby the team are managed in the most effective way.
   • Regularly reviews the performance of team membersand undertakes conversations with them in order to provide feedback to them.
   • Understands the current capability of individuals and the team, trains, coaches,and develops them to execute complex projects.
   • Continuously works to identifyareas of strengthand development of team membersand guides them to develop their capability for role enhancement and career progression.
   • Motivates team membersthrough timely rewardsand recognition.
   • Carries out timely appraisals with SMART actionplans and undertakes course correction conversations on a half yearly basis.
      

• Provides opportunities for development (training opportunities & role assignments) as appropriate to DRs/ team members.

1. Interact with corporate functions:
   • Third-party Contractors - Managessubcontractors and third-party providers, monitors performance, and takes corrective action as required.
   • Train, develop, mentorand coach team and staff.
   • Sales - Supports the sales team inefforts to increasesales through expanding the customer base with participating in process assessments, due diligence discussions/meetings, client presentations etc.
   • Technology - Working with technology teams,ensuring equipment and resources are adequately available to support transition project needs.
   • Seating & Planning – Agreeing on the location, seating requirements and staffing requirements with the planning team.
   • Operations - Workingwith the operations teams, ensuring production resources are adequately available to support transition project needs.
   • HR - Ensurestaff's compliance with company policies.

KNOWLEDGE, SKILLS & COMPETENCIES REQUIRED

Functional Skills and Competencies:

• Understands and knows the elements of the companyplan, business drivers that impact the organization and knowledge of the telecom industry.
• Understands and knows the purposeof the role and how it linksto the other roles.
• Knowledge of the Brand Strategyand its Implications.
• Strong knowledge of MS Projectand the Microsoft Office Suite & MS Visio.
• Understands Project Management Methodology (PMI) and documents requiredto prepare a project plan, knows how to develop SOPs anda Governance Plan for projectsbeing handed over to BAU.
• Knows how to do Interdependency Management.
• Experience with workflowrouting/process software/concepts.
• Knows industry benchmarked PM Concepts – tools and techniques. (Desirable)

Customer Focus (Core)

• Ability to maintain high confidentiality with sensitive information and data, and display integrity.
• Ability to quickly graspour client's businessand organization in order to effectively interact with their employees, particularly seniormanagement and others in purchasing, receiving, human resources and accounting functions.

Communication Skills (including managing meetings)

• Demonstrates excellent written/spoken communication and presentation skills.
• Ability to translate and summarize complexanalytic findings into actionable recommendations through written and oral communication.
• Ability to interactprofessionally with a diverse group,executives, managers, and subject matter experts by displaying excellent verbal and written communication skills.
• Is able to ask open-ended questions that encourage others to give their points of view.
• Isable to encourage response and dissent to ideas and issues and waits for the other person to finish their intended message before responding.
• Is able to refrain from immediate judgment and criticism of others’ ideas,delivering criticism in a way that demonstrates sensitivity to the feelings of others.

Stakeholder Management

• Is able to identify and prioritize stakeholder interests and include their interests and expectations in the requirements, objectives, scope, deliverables, time schedules and costs of the project plan.
• Isable to developa strategy/plan to manage and communicate effectively with all stakeholders.
• Is able to implement and monitor the effectiveness of stakeholder management plan.
• Is able to ensurethat threats and opportunities represented by stakeholders are captured and proactively managed as risks.
• Isable to execute,communicate and managechange in the stakeholder management plan throughout the life cycle.
• Ability to gain commitment of all stakeholders, including the most challenging.

Influencing and Interpersonal Skills

• Ability to build and sustainrelationships with (internal and external) stakeholders and support them on project related decisions.
• Ability to communicate with all stakeholders, team members in a way that is clear and considerate.
• Ability to communicate effectively, both verbally and in writing,with India & global stakeholders & across all levels.
• Supporting others to help achievetheir goals and gels well with the team.

Analytical Thinking& Decision-Making Skills

• Ability to work with data, analyse and draw inferences from data.
• Demonstrates ability to make unpopularand difficult decisionswhen necessary.
• Ability to make impactfuldecisions around issuesinvolving - uncertainty, complexity, high-risk consequences, alternatives and interpersonal issues.

Documentation and Reporting Skills

• Ability to articulate effectively while reporting, creating minutes and action plans.
• Ability to update projectrelated documents (including stakeholder analysis) and version control documents contextually and accurately.

Achievement Orientation

• Ability to do things differently/show improvements when shortcomings are highlighted and figure out ways to meet them instead of reasoning them out.
• Is able to adapt quicklyto changing priorities and conditions.
• Isable to cope effectively with complexity and change and is receptive to feedback and displays a drive to continuously improve oneself.
• Displays a ‘can-do’attitude.
• Avoids lettingemotions get the better of the situationand is able to see and communicate the big picture in an inspiring way.

Initiative

• Ability to lead from frontand needs no/minimum guidance.
• Is able to act withoutbeing told what to do.
• Is able to bring new ideas, is inspiring and motivates othersto excel.

Direct Report (DR) Management Effective Coaching& Feedback

• Ability to providefeedback in constructive, firm and outcomefocussed manner.
• Ability to coach DRs through their challenges &issues to continuously enhance performance & behaviours on delivery of tasks.

Performance management

• Conduct effective and meaningful performance conversations with DRs with equity and emphasis on behaviours.

Leading and Developing Others

• Provides opportunities for development (training opportunities & role assignments) as appropriate to DRs/team members.
• Manages and develops DRs to ensure effective team work and understanding of stakeholder requirements and needs, and ensure effective performance.
• Provides leadership to DRs/team by modelling high standards of work performance and ethics.

Conflict Management

• Proactively addresses interpersonal conflictsamong team membersand positively influences individuals, negotiates and uses appropriate methods to mediate and resolve conflicts.

EDUCATION &EXPERIENCE REQUIRED:

Education

• Graduation required in any discipline.
• PMP/Prince 2 trained/certified.

Experience

• Minimum of 8 years experience of which, at least 3 years shouldhave been in a project management role (projects may involve non-operational change, operational change, infrastructure setup or transition projects).
• Experience of leadingand managing teams.
• Should have managed a large projectend-to-end following the project management methodology.
• Must actively practicethe concepts of project management.

Others

• The job role involves travel to & stay in Pune/Mumbai.

KEY Aspects

Shift: UK Shift
Location: Malad, Mumbai

 Mandatory Requirements:

• Graduation in any discipline.
• PMP or PRINCE2 training/certification.
• Excellent written and verbal communication skills in English.
• Strong knowledge of Microsoft Project, Microsoft Office, and Microsoft Visio.
• Minimum 8 years of experience, including at least 3 years in a Project/Program Management role.
• Experience in managing projects end-to-end using established project management methodologies.
• Experience in leading and managing teams.
• Relevant project experience in areas such as:
  • Non-operational change
  • Operational change
  • Infrastructure setup
  • Transition delivery