Associate Program Manager

Job Description

The leader must demonstrate an ability to anticipate, understand, and act on evolving customer needs, both stated and unstated. Through this, he/she must create a customer-centric organization and use innovative thinking frameworks to foster value-added relations. With the right balance of bold initiatives, continuous improvement, and governance, the leader must adhere to the delivery standards set by the client and eClerx by leveraging the knowledge of market drivers and competition to effectively anticipate trends and opportunities. Besides, the leader must demonstrate a capacity to transform, align, and energize organization resources, and take appropriate risks to lead the organization in a new direction. As a leader, the candidate must build engaged and high-impact direct, virtual, and cross-functional teams, and take the lead towards raising the performance bar, build capability and bring out the best in their teams. By collaborating and forging partnerships both within and outside the functional area, the leader must work towards a shared vision and achieve positive business outcomes.

Associate Program Manager Role And Responsibilities

• Client Engagement: Build and maintain positive relationships with ANZ clients, conducting regular reviews to address their needs and enhance client satisfaction.
• Client-Centric Focus: Dedicated to retaining clients by delivering exceptional client satisfaction through proactive communication, responsiveness, and meeting or exceeding expectations.
• Program Delivery: Partner with operations leads to deliver programs, ensuring timely completion and meeting client objectives.
• Maintain scaling forecasts and deliver to incremental revenue commitments: Understand customer scaling requirements, manage pipeline expectations in Salesforce, build and communicate related revenue forecasts, deliver to revenue commitments.
• Organizational Effectiveness: Coordinate delivery of client programs across multiple teams, sites and time zones
• Operational Excellence: Collaborate with operations to ensure efficiency in program delivery, program results/output reporting, and identifying areas for improvement.
• Data Analysis: Proficiently analyze program performance and productivity data, generate actionable insights, and support data-driven decision-making.
• Leadership: Display leadership qualities, motivating cross-functional delivery teams and promoting a collaborative work culture.
• Communication: Communicate clearly, effectively and efficiently - both written and verbal - with clients and internal teams.
• Adaptability: Handle fast paced clients with evolving program requirements. Be flexible and maintain efficiency in a dynamic work environment.
• Problem-Solving: Demonstrate strong analytical skills to identify challenges and devise effective solutions for seamless program execution.
• Manage customer operations: Ensure accurate and on-time billing and manage annual renew processes as appropriate.
  
  

Technical And Functional Skills

• Bachelor's degree in Marketing, or a related field with 5+ years’ experience in client management/delivery, project/program management
• Experience managing international clients, across different time zones, and ability to travel.
• Experience managing multiple projects simultaneously, delivering on time and within budget.
• Operational expertise: Knowledge of operational processes and the ability to identify areas for improvement.
• Strategically savvy: Be comfortable and equally effective in strategic conversations with senior stakeholders as with detailed discussions with operational teams.
• Strong data analysis skills and proficiency in using tools such as using Excel or other data analysis tools, to generate insights and support decision-making.
• Previous experience in leading and influencing cross-functional teams to achieve project objectives.
• Excellent problem-solving skills, with a proactive approach to identifying and addressing challenges.
• Exceptional communication and presentation abilities, with a strong attention to detail.
  
  

About Us

At eClerx, we serve some of the largest global companies – 50 of the Fortune 500 clients. Our clients call upon us to solve their most complex problems, and deliver transformative insights. Across roles and levels, you get the opportunity to build expertise, challenge the status quo, think bolder, and help our clients seize value

About The Team

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.