Supervisor - Program Coordinator

5 months ago

Noida, India Pearson Full time

**Role Location**: Noida, India.

**ABOUT THE ROLE**:
The Supervisor
- Program Coordinator Team will report to the Manager of Customer Service Operations but is individually responsible for ensuring KPI’s are delivered to their customer base.

They may have direct line management responsibility of staff.

They will be responsible for setting the strategic direction of those teams and leading them through a period of significant change as our business, product mix and customer types evolve.

This individual will play a key role representing PC team with senior stakeholders across Operations, Technology, Product and Sales & Marketing teams in areas including CSS strategic changes, operational delivery and new product/ technology launches.

Take ownership of all critical and high priority cases and ensure they are delivered in a timely manner e.g., internal and external communications, audit activity complaints/escalations.

**KEY RESPONSIBILITIES**:

- Team Management, Client Management, Maintaining the SLA for different LOB’s.
- Ensure that HR policies employed within the Customer Operations are in line with Pearson’s HR policies, whilst also being appropriate for the market served and industry leading practices.
- Manage the team to ensure delivery of accurate and efficient processing and timely resolutions of any escalations from this team.
- Improve and refine processes to identify cost savings within area of responsibility within department, ensure all processes include proactive management methods to ensure smooth transactions, as well as an excellent customer experience.
- Manage and build a team to provide a solid and seamless base to support all the functions of the department. Build key relationships with internal customers/Clients. Establish and manage effective working relationships with all key business interfaces.
- Manage senior stakeholder relationships, including the Heads of Customer Service teams and PM team.
- Work with your teams and establish proactive ways of improving customer experience by providing their customers with resolutions that taking into consideration their individual account needs.
- Carry out regular quality checks to ensure your team members knowledge on Pearson product, promotions, and processes including workarounds are in line with expected standards.
- Review and document all operational processes, find efficiencies and improvements and work with experience user team, BPO teams and other areas of the business to implement changes. (e.g., identify transactional activity in both teams and make recommendations to transit this activity to 1st line, freeing up this team to work on continuous improvement activities and enhancing current processes).
- Manage internal and external communication in conjunction with the experience users and ensure all communication sent out to internal and external customers are accurate and precise.
- Directly liaising with all other Global Functions

**WHAT WE ARE LOOKING FOR**:

- Customer focused and a passion for delivering an excellent customer experience in a 24*7 environment.
- Proven experience in a customer service management environment and demonstrable experience in managing teams, with a clear understanding of the principles of performance management and the ability to handle difficult conversions effectively.
- Ability to anticipate obstacles and develop proactive solutions, drive for results through execution and attention to detail.
- Ability to support the design and specification of operational service levels, and to manage performance against those levels, taking and managing actions.
- Ability to design, analyze, interpret, and understand data and reports. Summarize results concisely for management audiences, and to communicate necessary improvements appropriately.
- Ability to present outputs and progress in a structured way to drive decision making.
- Ability to manage projects and continuous improvement initiatives.
- The ability to build and lead virtual teams successfully.
- Ability to work under pressure with quick turnaround on results while juggling multiple tasks and issues.
- Excellent organisational and communication skills.
- Good presentation skills and experience of reporting through progress at all levels within an organisation.
- Good recruitment and selection skills.

**Qualifications/Education and Experience**:

- Required education
- Bachelor’s degree or Equivalent
- Total work experience should be minimum of 7 years
- Minimum 2 years of experience at Sr. Program Coordinator/related position
- Should not be a bottom performer for past 3 years
- No Client complaints or Disciplinary issues (Witten or Verbal) for past 1 year
- Should have completed (Or a part of) a minimum 1 Major Project on Process Improvement
- At least 1 Self Driven Process Improvement Initiative in past 1 year
- Should have proven competency in Inter/Global Teams collaboration
- High level of customer service skills
- Good knowle

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