The successful candidate serves as the primary business liaison for signed client programs, and is accountable for program execution and client satisfaction. This includes ensuring we consistently provide excellent customer service to programs, as well as represent client needs and goals within the organization, to ensure quality and delivery of contract services.
Main Areas Of Responsibility Include
Partnering with Sales team to develop Scope of Work
Managing Scope of Work execution in collaboration with line management
Managing the project team by planning and executing per the Scope of Work
Establishing and managing delivery of the project schedule and timeline, securing necessary resources through agreements with Functional Manager
Applying in-depth knowledge of the contract language as the driver for negotiations and decision-making
Working closely with the project team in order to maintain a continuous knowledge of project status, including challenging the team through critical questions to identify potential issues and/or opportunities within or related to the project
Generating and coordinating project team communication strategies, project timelines, program risk and resolution within a matrix organization
Identifying trends and implementing solutions using appropriate problem solving methodology
Conducting program review and reporting status including current contract key metrics and future opportunities
Presenting information to global client and internal audiences in a professional manner
Managing the contract and identifying opportunities for additional work within the current contract
Monitoring the achievement of project deliverables, assuring plan objectives and goals are met
Maintaining understanding of client overall program timelines and planning (including regulatory and business projections)
Establishing and building strong working relationships with internal and client business leaders and team members to ensure the successful delivery of services
Soliciting and responding to client and stakeholder feedback
Investigating, tracking and resolving customer and client concerns
Escalating issues and facilitating discussions to resolve client and internal quality issues
Providing regular two-way communication between the client and team, to provide strong team representation for both parties, including setting proper client and internal expectations
Attending and communicating program progress, issues and/or opportunities at appropriate Tier meetings
Generating and coordinating project team communication strategies, project timeliness, program risk and resolution within a matrix organization
Conducting program review and reports status including current contract key metrics and future opportunities
Identifying trends and implementing solutions using appropriate problem solving methodology
Demonstrating ownership of the overall program and proactively engaging cross-functionally as appropriate
Providing budgets and financial analysis sufficient to justify the project and manage its successful completion
Reviewing project financials to ensure projects meet or excel profitability goals
Tracking and mitigating risk for monthly, quarterly and yearly revenues for programs
Communicating financial status, problems and opportunities during monthly financial update meetings
Working with Finance to generate and adjust as required, invoicing and revenue schedules
Developing and executing Change Orders, including negotiation of terms and conditions, for delivering strong financial results with minimal or agreed program risk
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