ai program manager

What you'll be getting up to: 

• This position requires an ambitious, highly driven and committed leader who understands both what great customer experience looks and feels like.
• Responsible to execute major change within a large, complex operation.

Job Summary (General description of the role):

• Engages closely with the company senior management group in understanding high level and strategic plans.
• Manages CS Project Managers and tracks their projects’ progress as well as their day to day performance.
• Manages big or high complexity project/s and ensures the project needs are met in a timely and cost effective manner.
• Oversee multiple project teams and project resources ensuring program goals are reached.
• Track the progress and quality of work being performed and provide feedback to superior/management.
• Organizing and monitoring inter-connected projects.
• Work on areas Management specifies namely those that will improve brand, skill and job utilizations/ delegations
• Represents the team, presenting team suggestions and recommendations on processes and procedures in accordance with organization cost, quality, and productivity goals.
• Monitor milestones and deliverables to identify issues and escalate to Management as needed.
• Organize and coordinate project related meetings, document meeting minutes, assist in following up on action items.
• Facilitate communications between various stakeholders and collaborate with different IT teams, local and off-shore
• Any project related task assigned by superior.

Key Skills required of the Role:

• Extensive experience of leading major change programmes within a Customer Experience focused environment (large contact centre environment)
• Ability to think both operationally (e.g. getting the job done) and strategically (e.g. deeply understanding the commercial strategy, culture, the future of Customer Services) to ensure that the need for change is balanced alongside delivering promises to customers.
• First class leadership and coaching skills, with the ability to inspire, challenge and develop your team to deliver excellence.
• Superb stakeholder management skills with the ability to influence across all areas and levels of the business
• Ability to gain agreement for revisions to the project from stakeholders.
• Strong leadership skills; ability to influence others indirectly, i.e. without direct line supervision.
• Independent judgment and training in quality management and process improvement methods, in order to effectively analyze current procedures and recommend and implement change. In addition, the position requires the evaluation of the potential impact that decisions would have on the organization.
• Ability to be creative in communicating and adapting to diverse cultures and personalities
• Ability to map a process in a diagrammatic way
• Ability to help others communicate their requirements clearly
• Ability to present information and data clearly in easily digestible formats
• Ability to produce templates and reports suitable for use by others
• Ability to understand and adapt to operational and technical requirements
• Ability to challenge current thinking to lead the team into the future

Qualifications/Work Experience/Skills:

• Candidates must possess at least a Bachelor's/College Degree in Business or equivalent.
• 5 and above years of related experience with increasing levels of responsibility.
• Involvement in managing and participating in projects.
• Proven experience in managing a team.
• Experience in planning, monitoring and controlling programs
• Experience in overseeing multiple project teams and project resources
• Experience of project management methodologies
• Experience with various project management and issue tracking software essential but not compulsory.
• Possesses an understanding of personal dynamics and the skills required to facilitate communication between various functions including IT and Products.
• Strong detailed analytical thinking, problem solving and results oriented skills.
• Background in Call Centre Operations & Online Gaming is preferred.
• Full-Time position available.

Additional Information:

• Display excellent communication, problem solving and people skills
• Must be independent, self-motivated, show initiative and a strong sense of ownership/responsibility
• Supportive of company goals and objectives, deliver departmental/team results and key objectives
• Display willingness to learn/fast learner

**Applications in English only please