Jr. Customer Service Executive - Program Management

Job Description

• Responsible for project management of complex implementation and delivery projects through their lifecycle.
• Lead, schedule and monitor program management activities for all customer deliveries.
• Interact with relevant cross-functional teams and customers for respective dependencies baked into project plans and program management with customers, until commissioning of orders.
• Develop program/project goals that support business objectives as well as execute to plan to meet these goals. Define timelines and the scope of the project.
• Execute projects on a cross-functional and regional basis within the allocated costs, defined scope and timelines.
• Identify and liaise with the key stakeholders involved in the project.
• Monitor critical milestones of project outcomes and Customer requested timelines.
• Drive compliance to the change control process.
• Conduct periodic updates and reviews to ensure the project stays on track and delays are managed to ensure appropriate jeopardy and risk management.
• Drive mitigation of delivery issues and timelines through effective escalation management with senior management where necessary.
• Ensures project documents are complete, current, and stored appropriately.
• Plan outages for customers; identify opportunities for improving operational efficiency.
• Manages the level of revenue/risks associated with complex deliveries.
• Interact with back-end teams to understand issues raised around customer dependency clearances.
• Drive clearance of dependencies through discussions with customers and/or stakeholders.
• Review progress and margins of projects periodically and ensure faster revenue realization through appropriate prioritization of orders.
• Conduct periodic meetings with customers/stakeholders/vendors to discuss issues and related action items.
• Identify areas of improvement and drive specific initiatives to address issues raised by customers around order delivery.
• Identify and implement continuous process improvements to Q2C cycle time.

The broad outline of the Role

Can apply broad knowledge of one area within Program Management or advanced knowledge of specific professional/operational practices. Checks for problems in existing systems and modifies work processes following defined procedures. The operational role is responsible for achieving day-to-day objectives. Works under direct supervision No prior work-related experience required Education: Graduate Experience: 0-2 years.

Knowledge / Skills

• Communication Skills