Program Manager

We have an amazing career opportunity for a Program Manager to join a technology-led, data-driven provider of services & capital solutions at their offices in Johannesburg. You will perform program management with regard to the setting up of performance metrics, regular monitoring of performance, and ensuring controls are in place for every process. Does this job sound like the perfect challenge for you? Keep reading!

Your key job responsibilities as the Program Manager in Johannesburg will include:

• Setting up of performance metrics
• Monitoring of performance regularly
• Ensure controls are in place for every process, ensuring Risk Analysis is performed for every process, ensuring adequate training of resources including cross training takes place, establishing communication channels with various onshore teams and building relationships for long terms success of the processes
• Ensures BPO partners adhere to guidelines through all points of service and customer interactions
• Defines KPI goal driven metrics and tracking mechanisms to build accountability, assess BPO effectiveness, measure results, evaluate trends, and optimize the impact of brand changes
• Support and enforce the quality standards governing customer interactions, designed to ensure that the customer experience is consistent across all customer touch points, within our internal group as well as throughout our outsourced partner network
• Provide strategic input on the BPO business line quality delivered and optionally to expand, shrink or change direction based on process changes and/or technology automation.

Requirements for this Program Manager job in Johannesburg:

• Must have a Bachelor’s Degree
• 8+ years of total experience
• 4+ years as a project manager/ team lead
• Prior work experience in the BPO/ KPO/ ITES space
• Proven experience in Excel, Access, and PowerPoint and databases
• Proven experience in directly working with international clients
• Should be able to handle multiple clients, projects and teams simultaneously
• Knowledge in quality procedures and standards

If you meet the above requirements for this Program Manager job in Johannesburg, we would like to hear from you!