CCM Development Manager

Description

This position is for a CCM Development Manager responsible for our Indian CCM team based in Pune. The position requires an individual who can work in a fast paced, time sensitive operational delivery environment. The candidate must be flexible being able to work both independently and as an individual reporting to and obtaining direction from the CCM Development Director.

The individual is responsible for Pune team working in the Quadient environments, taking direction from the CCM Development Director as well as supporting tasks to enable migration from legacy estates. Responsibility will include the BAU service delivery as well as implementation and development of Ad-hoc requests and Project Implementations for new clients. Working closely with the Scheduling team to ensure timelines and priorities are achieved across their team.

THE ROLE

• Manage CCM Development teams based in Pune
• Management duties include
• Scheduling and time management
• Training and mentoring needs
• Appraisals and performance management
• Mentoring
• CCM Development Manager will be responsible for coordination with other business stakeholders and end clients; including
• Provision of estimates and quotations
• Delivery of service to Time and budget
• Incident management
• Reporting and SLA
• Effective prioritisation of team and management
• Produce training plans for delivery teams
• Assist in the migration and upgrade of client applications in-line with the technology roadmap
• Provide regular status updates and KPIs on delivery
• Provide concise reports on team performance
• Undertake to comply with the Information Security Management Systems (ISMS) and its associated policies
• Ensure that all necessary documentation is produced for deliverables. E.g. System design documents, Support manuals, training guides etc
• To perform any other duties which may be required from time to time in support of CCM Development Director
• High degree of self discipline, organisation and prioritisation
• Flexible working to meet project needs as and when it demands
• Communicate to key stakeholders in a clear, concise and timely manner

THE CANDIDATE

General requirements:

• Ability to communicate effectively with internal and external clients at all levels
• Ability to achieve a high level of accuracy in all work
• Ability to analyse project requirements and identify areas of concern and improvement
• Ability to delegate and escalate accordingly
• Ability to identify improvements in systems or processes to shorten delivery timescales or increase the value of product delivered
• Whilst not essential to live in Pune, knowledge and understanding of the area and ability to travel as per business needs is essential.

Experience in one or more of the following would be a distinct advantage:

• Briefing tools; Jira systems, CRM systems and/ or briefing documents
• Production/ email sites

Technical Qualities

• 10+ years in a senior position
• 5+ years working in the CCM sector.
• Knowledge of the CCM providers, tool sets and delivery
• Knowledge of infrastructure, networking and security requirements.
• Excellent interpersonal skills
• Excellent written and Oral presentation
• Apply a high level of accuracy and quality assurance to all work

Responsibilities

• Collaborate with senior management, employees, contractors and local teams to ensure goals align
• Assist in a variety of areas such as conducting due diligence, budgeting and creating timelines
• Build relationships to generate new avenues for income
• Review contracts and legal

Qualifications

• Bachelor's degree in economics, finance or relevant field
• 3 years of management experience
• Proficient in Microsoft Office
• Strong organizational and communication skills