Sr Dir CMG Program Management Job in Jacksonville 32099, Florida Us
Dimension Scope:
The Senior Director; CMG Program Management is a senior-level manager responsible for a full range of commercial business activities and client relationship management in support of one or more programs in the CMG lines of business. Works closely with senior leadership in managing the day-to-day operations of the business and assumes full PL accountability for the program. Provides assistance and advice in intermediate and long-range business planning and development of account strategy; and is responsible for contract renewals with clients.
As a Senior Director; this position may be responsible for a portfolio of clients and responsibilities will expand to include management of a larger staff of program managers and additional executive-level client interaction. This position may be responsible for director-level incumbents who are aligned under the Program Management/Client Services umbrella.
Principal Duties and Responsibilities:
CLIENT RELATIONSHIP MANAGEMENT
Owns overall responsibility for the client / Convergys relationship, including all of the following:
Builds collaborative, client-focused relationships, internally and externally at all levels in client organization and Convergys. Maintains communications and working relationships with resource units and other critical organizations for input and resolution of business issues.
Ensures that client communication and support processes are in place to promote client confidence in Convergys. Establishes points of contact and levels of authority within Convergys for working with the client.
Leads complex matrix organization in support of client and acts as the client advocate, i.e. the voice of the client for all Convergys units.
Manages client expectations in support of daily activities for the client program.
Collaborates with top management to deliver strategic business results.
Owns response to Client Satisfaction Measurement surveys, including action plans and progress reports to the client.
Owns effective management and progression of client escalations to resolution.
Owns contract renewals with clients.
BUSINESS CAPTURE
Provides leadership for BU-led or strategic business capture initiatives.
Ensures that business opportunities align with overall business and account strategies.
Works closely with sales and financial teams in new business capture efforts including defining solution alternatives and developing pricing models.
Manages new business opportunity proposals, response processes including RFIs and RFPs, and enhancement requests.
Meets with customers to understand needs, provide status, and develop new opportunities.
Proactively leads effort to extend client relationship and provide additional functionality, products or services.
FINANCIAL MANAGEMENT
Responsible for delivering the targeted financial results of the program.
Establishes and manages annual operational plans and expense budgets that support both the total business unit plan and the Convergys corporate plan.
Creates and implements strategic client operations plans that optimize the company''s financial position and resource utilization.
Monitors and trends relevant data to accurately forecast and manage operational performance, financial results, and resource requirements.
Monitors and reports on financials and payment of invoices.
CONTRACT MANAGEMENT
Oversees all contracts associated with customer and third party vendors. This includes negotiating contract terms for the customer third party vendors as appropriate, managing executed contracts, and tracking milestones and financial commitments.
Tracks and manages deliverables and contractual obligations.
Provides program strategy and implementation timelines.
Reports information and advises executives about key issues and strategies to resolve contract, business or commercial issues.
Approves content and terms of LOAs and Work Orders.
Make strateg
See above
To Apply for this position, please CLICK HERE
