Head of Operations

4 weeks ago

Noida, India Idemia Full time

Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.

Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

Purpose

This role is accountable for the successful management, execution and performance of a customer program throughout the contract lifecycle. The key objectives of this role are customer satisfaction, financial performance and operational compliance that meets or exceeds contractual service-level agreements

Key Missions

Manages the customer relation by being IDEMIA's primary point of contact for the customer Seeks pro-actively customer satisfaction by soliciting customer feedback and searching for continuous improvement and new opportunities Makes sure the customer perform their obligations in order to allow IDEMIA to perform the work Leads and supports IDEMIAs program team (technical project team, purchasing, legal, supply, etc.) in order to achieve the program objectives Provides vision of key success factors and direction to all internal and external stakeholders, including key partners and key suppliers Ensures compliance with customer requirements Organizes and plans the work according to Program Management System process (DRIVE) Performs the tollgates reviews Monitors the KPIs of the Program Takes care of risk management Identifes issues or risks in collaboration with the technical project managers Makes sure mitigation plans are defined, identifies issues requiring escalation or help from the management Manages the Program Profit and Loss, gross margin, revenue and invoicing forecasts Manages contracts management Reinforce and ensures adherence to contract terms and conditions Leads autonomous programs of medium complexity (medium complexity: TCV under 5M euros, new customers or highly demanding customer, high level of customization) Coaches a Program Manager on programs with medium complexity Leads programs of high complexity (high complexity: TCV above 5M euros, highly demanding new customer or customer know to be unreliable, new products, complex industrial organization) with support or coaching from a Program Director

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