Program Manager - Service Delivery - Staffing Operations - Program Office Team

Job Description:

Reporting Manager(s): Executive Director

Job Summary - 

- As the Program Manager you will lead the service delivery of the Program Office Team working on our strategic client accounts. Liaising with the Global Director of Operations and Country Director you will align operational AGS functions to the client objectives.

- You will hold line management responsibility for a team of Staffing & Operations supporting the account. You will measure critical metrics to ensure a high quality of service is being delivered and build strong stakeholder relationships.

- Being aware of latest trends and sharing knowledge with the wider Allegis Global Solutions community is critical in ensuring we add new value to our clients at all times. You will assist in driving standard methodology/processes across the sourcing lifecycle and strive to be an ambassador for the brand at every interaction.

Your duties may include, but are not limited to :

- Ensuring the team is performing and accomplishing the defined objectives and goals, meeting or exceeding established SLAs, and providing direction and mentoring where necessary

- Assures that all program personnel are adequately trained on Vendor Management system provider software and program procedure and policy

- Responsible for all Customer relations and negotiations

- Utilizes program management skills of communication, presentation, time management, organization and planning to successfully achieve program goals and objectives

- Manages all program resources assigned to perform tasks according to plan; sets expectations concerning program performance

- Estimates time frames, quality and quantity of resources required to successfully achieve program objectives

- Assures that Program Offices are managed on budget & spend/revenue are protected and grown.

- Conducts periodic status checks with customers and team to assess progress against the plan

- Prepares and delivers weekly and monthly status reports to AGS stakeholders and customer senior management on all program activities and issues

- Acts as a liaison between the customers and suppliers senior management

- Manages relations with all suppliers

- Resolves all program issues with customer and suppliers as appropriate

- Travel as necessary to support customer activity at key accounts

- Assist in implementation of the Workforce Management Solution at new customer engagements

- Ability to interact and manage complex customer issues.

- Assuring MSP account processes and procedures adhere with AGS Way principles,

- Assess areas of opportunity for process improvement and work with the Global Director to implement change where needed,

- Leading vendor neutral projects to ensure timely completion and effective results.

- Ensuring information security compliance

- Driving process, compliance & data-enabled decisions.

- Supporting compliance with all hiring protocols and local employment laws, including data integrity and maintenance in the client systems.

- Recruiting, inducting and training new team members

- Collaborating with global program team to share best practices and ensure consistency across regions.

Key Expectations, Our Non-negotiables :

Teamwork :

a. Must be passionate about teamwork and working in a team.

b. Must drive the team towards a common organizational goal & foster camaraderie.

Developing self and others :

a. Must have high goals and want to develop themselves to grow throughout their career.

b. Must have demonstrated self-development. How have they improved their skills on their own ?

c. Must have a passion for developing others.

d. Must be open to continuous feedback & learning

e. Must have demonstrated skills in developing others skills and career.

Work Ethic :

a. Must be passionate about working hard & have a high level of professional ethics.

b. Must be accountable to encourage & foster similar work ethics across the team.

Ability to work with minimal supervision and fully leverage available Company resources :

a. Must be able to apply analytical and critically thinking & be solution focused.

b. Must display initiative and drive to work across time zones to seek & provide help & effectively use company resources to drive performance results.

Customer Service :

a. Must be customer-service oriented (mind set/value)

b. Must be able to put a customer at ease in a stressful situation.

c. When delivering content to the customer it has to be proactive and consultative.

d. Must take full accountability and ownership of the assigned end-to-end scope of the client program.

Requirements :

- 10-15 years of experience in staffing operations, service delivery, operations, client management & supplier management within the Technology industry (product development or captive or services companies delivering to IT product customers) Buy or Sell side!

- MSP industry experience would be a plus.

- Min. 3-5+ years people leadership experience with a proven track record in hiring, driving people performance, mentoring & growing people. A leader with a progressive and developmental mindset.

- Experience of using recruitment technology (VMS, ATS, CRM) would be desired.

- Exceptionally strong & effective communication skills.

- Comfortable working in a team environment that values group contributions

- Project execution and delivery management skills

- Experience managing through change initiatives

- Ability to interpret data from a variety of internal and external source and predict trend.

- Ability to work in a diverse global team leveraging & sharing best practices within the program.

- Graduate / Post-Graduate in any stream.

City : Bangalore

Experience : 10-15 Years

Annual Salary : 20 LPA (Fixed) + 20% Variables INR

Snehal Khaire
Recruitment Associate
The Talent Fishers Group