Program Manager

3 weeks ago


Bengaluru, Karnataka, India ISG (Information Services Group) Full time

Program Manager Job Description

Overview:

The Program Manager is a crucial role within the organization, responsible for overseeing and managing program activities, projects and other day to day activities. This position requires a blend of strong organizational, communication, and project management skills, along with the ability to effectively collaborate and lead a team enabling scalable and high-impact outcomes. The PM ensures timely delivery, manages risks, and drives collaboration across teams.

Responsibilities:

  • Program Leadership:
  • Defining strategies, planning roadmaps, and overseeing the entire lifecycle of technical programs. These programs may be a whole tool / product or a feature of a larger tool.
  • Program Planning and Budgeting :
  • Collaborate with stakeholders to develop comprehensive program plans, outlining objectives, timelines, and resources
  • Project Coordination and Oversight :
  • Coordinate and oversee the implementation of program activities and projects, ensuring alignment with organizational goals.
  • Monitor progress, identify potential challenges, and implement mitigation strategies.
  • Stakeholder Management :
  • Communicate effectively with stakeholders, including program participants, and senior management.
  • Serve as the primary POC for all program communications.
  • Maintain documentation and ensure transparency across teams
  • Responsible for managing CSAT scores from Google PMs and responsible for filing RCAs for lower scores.
  • Foster strong relationships and manage stakeholder expectations.
  • Ownership :
  • Should be proactive, solution-oriented, accountable, and committed to continuous improvement
  • Deliverables Management and Tracking :
  • Manage and track program deliverables, ensuring timely completion and adherence to quality standards.
  • Utilize project management tools and techniques to monitor progress and address deviations.
  • Program Evaluation and Impact Assessment :
  • Evaluate program results and measure the impact of program initiatives.
  • Conduct regular assessments to identify areas for improvement and optimize program effectiveness.
  • Reporting and Analytics :
  • Prepare comprehensive reports on program progress, achievements, and challenges.
  • Analyze data and provide insights to inform decision-making and strategic planning.
  • Should have good experience in driving MBR/QBR/YBR with the relevant stakeholders
  • Work on adhoc reporting as per client requirements
  • Team Management and Leadership :
  • Lead and manage program staff and volunteers, providing guidance, training, and support.
  • Cultivate a positive and productive work environment to foster team collaboration and engagement.
  • Compliance and Policy Adherence :
  • Ensure compliance with all program regulations, policies, and other related requirements.
  • Implement and maintain effective risk management practices to mitigate potential issues.
  • Ticket Management:
  • Responsible for managing the full lifecycle of support tickets, from initial intake to resolution. This includes accurately logging, categorizing, prioritizing, and assigning tickets.
  • The specialist will effectively communicate with end-users to understand their issues, provide timely status updates, and ensure a positive support experience.
  • Access Management:
  • To manage tool access for supplier agents, a formal, multi-level approval process is essential. Requests must be submitted by a designated contact with a clear business justification.
  • Troubleshooting and co-ordination
  • When suppliers face access issues, a structured troubleshooting process is crucial. You must first gather all details, then check their credentials and assigned permissions. If the problem is security-related, coordinate directly with the risk team to understand the root cause and get approvals for a resolution. Monitor the progress of the tickets generated and update the report.

Skills:

  • Strong technical and program management background
  • Excellent communication and stakeholder management skills
  • Proven ability to lead cross-functional teams in a matrixed environment
  • Data-driven decision-making and problem-solving mindset

Qualifications:

  • 7-9 years of experience in program management or a related field, with a proven track record
  • The candidate must be well versed in the field of Finance, Governance Operations,Operations Delivery and Metric, Governance Reports
  • Strong organizational, communication, and project management skills, including proficiency in project management methodologies and tools.
  • Ability to work independently and as part of a diverse team, adapting to changing priorities and deadlines effectively.
  • Exceptional written and verbal communication skills, capable of conveying complex information clearly and concisely.
  • Should possess excellent analytical skills, including advanced Excel, and office applications.
  • Strong attention to detail and a commitment to delivering high-quality work.

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