Program Manager

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