Job Purpose
61 The incumbent is responsible for customer stabilization, retention, and optimization, ensuring stability in the customer experience. The incumbent will lead a team and establish clear KPIs and SLAs for defined customer programs, ensuring clarity of understanding and program execution expectations. With the help of their team, they will own the strategic operational roadmap for their customer(s), prioritizing and balancing the opportunities for the greatest impact to the bottom line, while relentlessly driving optimization of the customer program across active geographies.

Roles & Responsibilities
61 Program Management
- Lead a team of Program Managers to oversee the governance and delivery of customer programs within the accounts that are assigned
- Adopt a comprehensive view of the operational program delivery and its associated impact to customers' strategic goals and objectives
- Utilize appropriate programs and project management methodologies to give assurance that intended outcomes are identified and achieved
- Collaborate with internal and external partners that are involved in the delivery of defined customer programs
- Identify and rectify recurring internal process failures/ redundancies/ problems
- Remove barriers to program execution
61 Customer Experience
- Define program improvements by reviewing data and trends
- Oversee and drive the implementation of solutions
- Manage customer issues that require management level problem solving and intervention
- Translate customer requirements into operational procedures, so as to enhance the overall customer experience
61 Continuous Improvement
- Review existing operations and implement innovation processes to generate new ideas
- Ensure the required continuous improvement outcomes are delivered
- Participate in best practice sharing
- Evaluate client-facing work scope and activities to assure maximum value and resource efficiency

Requirements
61 Experience enables job holder to deal with the majority of situations and to advise others
61 Experience of planning and managing resources to deliver predetermined objectives