Customer Operations Group Program Manager

• Serve as conduit between country Sales and Operations communities to identify/support business requirements of assigned CSI, GMNC and/or key National customers.

• Provide consultative recommendations on sustainable solutions that will drive new business and customers' satisfaction whilst being Global SOP compliant.

• Communicate customer-specific requirements to Operations stakeholders, obtain buy-in and support, locally and regionally where applicable. 

• Lead and manage cross-functional teams to implement customer solutions as committed. All solutions must be clearly documented at pre-sale solution design for smooth onboarding to avoid scope creep.

• Lead customers' Monthly or Quarterly Business Reviews (QBRs) from Operations perspective.

• Manage overall performance of assigned customer program (CSI/GMNC/National) against agreed performance metrics/KPIs.

• Act as customers' main point of contact and drive customer relationship within after-Sales Program Management from Operations perspectives.

• Ensure agreed SOP and processes are current and consistently reviewed to meet customer requirements.

• Identify root causes for issues, determine suitable resolution and oversee implementation of agreed actions to improve service and ensure sustainability of improvement plans to avoid recurrence.

• Drive improvement using First Choice methodologies and best practices so as to reduce costs &/or increase revenue or productivity

• Where non-standard requirements are part of the solution commitment, to ensure that the incremental costs and resources are accounted for as inputs to the Operations Stocktake exercise done for that customer

• These non-standards should also be flagged to the relevant regional or global COG teams for review and feedback to the AP Tender Review Board (TRB) process.