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Director, Client Programs Full-time

at Berry, Appleman & Leiden in Texas (Published at 14-09-2018)

Overview

Working closely with a client’s Partner, this position will be responsible for customer relationship management. They will address issues such as ongoing reporting, meeting SLA’s, escalations, etc. They will also identify new revenue streams that may be available within existing relationships.

Responsibilities

  • Program Delivery: Day to day oversight of the team to ensure it is meeting client expectations, SLAs and following consistent standards. Act as the first tier of escalation, pro-actively managing potential issues and ensuring activities are executed effectively.
  • Resourcing: Regularly review and monitor resourcing requirements to ensure effective delivery the client program.
  • Process: Review and enhance the current processes for work permit applications. Develop a program to implement agreed changes with a continued focus on delivering a differential employee experience.
  • Stakeholder Engagement: Establish, create agenda, and chair regular weekly update calls with client leads. Develop relationships with key client stakeholders and provide “on-the ground support” at the client site, as needed.
  • Status and SLA Reporting: Monitor the progress of cases through dashboards and provide weekly status update reports to the Partner and client stakeholders.
  • Financials: Financial management, including a review of out-of-scope billing.
  • Project Management: Manage the delivery of key projects. Manage risks and issues, escalating as necessary. Maintain a risk register and document progress.
  • Knowledge/Training: Provide input into knowledge databases, documentation and training material. Ensure the effective deployment of training and identify any gaps.
  • Insights: Work with the team to identify information/insights on upcoming legislative and policy/process changes and flag these to the Partner and client stakeholders.
  • Technology: Monitor the use of technology and champion its use. Identify improvement opportunities.
  • Continuous improvement: Identify improvement and innovation opportunities.

Qualifications

Minimum Education Level:
  • Bachelor’s Degree/Underlying technical degree (e.g. Computer Science, Engineering, etc.) desired and/or equivalent combination of relevant skills and experience.
  • Project Management certification (Prince2, PMP) is a plus.

Experience:

  • 5 – 7 years of program management experience in a professional services consulting environment is required.

Skills/Abilities:
  • Knowledge of program management approaches, tools and phases of the project lifecycle.
  • Strong program / project management skills to support delivery of a large, complex program.
  • Stakeholder management skills with the ability to build partnerships, to work collaboratively with and through others to meet shared objectives.
  • Strong and pro-active planning and delivery focus.
  • Ability to work on own initiative to meet deadlines.
  • Must be able to travel up to 50% of the time.


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