Program Manager Job in City Of London Ec1r3dr, London Uk
JOB DESCRIPTION
JOB TITLE: Program Manager
DEPARTMENT: TAPFIN UK Operations
REPORTS TO: Program Director
JOB SUMMARY:
Responsible for overall management of all aspects of the Contingent Workforce Solutions (CWS) program for an assigned client(s). Manages TAPFIN program resources to ensure successful management of the sub-vendor / supplier program, its population and its day-to-day operations (implementing and managing the requisition /submittal process and overseeing job placement, sub-vendor selection and contract negotiations, day-do-day troubleshooting and problem resolution, managing the on-going relationships and communication, etc.). Responsible for maximizing customer satisfaction, maintaining and building new relationships, expectation management and issue/conflict resolution (services and grows the contractor / subcontractor population, managing client and contractor / subcontractor expectations and troubleshooting and issue resolution, etc.). Financial and administrative responsibilities, working with Program Director in meeting or exceeding account growth targets, overall account profitability, implementation, training and administration of software to client and sub-vendor supplier users, and sub-vendor and supplier population benchmarking and reporting, and quarterly performance reviews. In partnership with Program Director, accountable for setting performance expectations and managing team priorities and results. Generally, this role is required for medium sized vendor management programs, or divisions within larger vendor management programs.
Establishes and develops management relationships with assigned clients and expands existing management relationships to ensure maximum customer satisfaction
Implements and manages sub-vendor / supplier program for assigned clients, further refining throughout the process, ensuring optimum customer satisfaction; ensure proper selection and solid negotiations in the sub-vendor and supplier contracting process, to ensure maximum profitability and quality
Manages the day-to-day CWS operations for their respective program(s), including implementation and management of the requisition process for assigned client, prioritization of orders and requisitions, expedient issue resolution, further refining throughout the process with emphasis on responsiveness and customer services for assigned client; Manages program staff
Responsible for selection, hiring and training of TAPFIN team members. This includes performance evaluation, recruitment and retention. Accountable for setting and managing performance expectations of TAPFIN team, as well as training, motivating and encouraging professional growth
Fulfills client service through frequent interaction with client management to ensure satisfaction and identify potential business development opportunities. Understands the contracted terms and conditions between TAPFIN and the client, including pricing as well as client rules of engagement and processes
Communicates with other Manpower Group management and staff, keeps them informed, and shares information. Remains aware of project status, gathers feedback from clients about progress/performance, and resolves or escalates any issues appropriately
Assists appropriate individuals, including TAPFIN Ops and the Collections Department to ensure timely collection of receivables
Responsible for ensuring resolution or escalation of the day-to-day issues that arise among the contractor/subcontractor population within their respective program. May be involved in the counseling and disciplining of the individual, after consulting HR, or escalate issues to sub vendors as necessary. If a contractor from another staffing company, will report issue to respective contact for resolution
Ensure open communications with all other MPG management staff
If applicable, plans, organizes and conducts quarterly performance reviews of the sub-vendors to monitor their performance to confirmed Service Level Agreements including periodic benchmarking of sub-vendor population for comparison and evaluation purposes
Escalates non resolved issues quickly and effectively to Program Director
ATTITUDES COMPETENCIES:
Ownership, Accountability, Finishing skills, Continuous improvement, Teamwork
Attention to Detail/Accuracy, Stakeholder Relationship Management, Process management, Communication, Time Management
PROFILE:
Requires excellent organization, interpersonal, verbal and written communication skills and the ability to deal effectively with management at all levels. Excellent troubleshooting and problem-solving skills are a must. Requires strong ability to effectively multi-task and function in a fast-paced, team-oriented environment. Proven negotiation skills are a must and ability to manage and resolve conflict. Constantly exceeds customer satisfaction standards. Moderate to significant travel may be required, depending upon the individual client requirements.
EXPERIENCE:
Ideally at least 5+ years experience in managing a vendor on-site program, general management, or account management role in a general staffing company, including at three years supervisory experience. High level of proficiency in MS Word, Excel and Powerpoint. Excellent presentation skills.