Program Manager

---

Job description

Job Description

We are currently recruiting for an experienced Regional Program Manager in logistics field.

• The RPM is accountable for the solution building relationship with our customers and owns the execution in the regional team serving the customer
• The RPM provides oversight of the operational solution design performance and guidance on improvements
• The RPM must collaborate and support other members of the global account team to assure desired performance and service level
• Become an 'Operational Excellence' ambassador and encourage operational staff to apply best practice
• Conduct periodic reviews with customer(s) to ensure internal performance is reflected in customer satisfaction
• Lead improvement and corrective projects and ensure the learnings are captured and distributed in through departments
• Participate in the Program Management community

Support other Program Managers to enhance the performance for their accounts by sharing best practices, joining review meetings and/or covering during absence

1. Service delivery and customer satisfaction - 50%

• Maintain and improve customer satisfaction levels (NPS) with the operational solution design
• Maintain and improve internal measurement and visibility of operational performance.
• Ensure internal KPIs are aligned with customer agreed KPIs and that there is one data set that reflects the customer and internal performance with regard to KPIs and other statistics (volume)
• Be the Account 'point-of-contact' and 'go-to' person for operational escalations
• Support the development of Global and Regional standards and IOPs
• Ensure all SOP/IOP(s) are adhered to and shortfalls are corrected on priority
• Support the commercial teams with enquiries and expertise into these areas
• Implement and verify implementation of cost reduction projects

1. Productivity and Profitability

• Support establishing a productivity baseline for the account
• Review operational processes and validate possibilities of productivity improvement against service delivery level and drive improvements accordingly
• Ensure the account perspective is communicated to the operational community
• Represent the account(s) during additional business implementations along with the implementation team leading the implementation

1. People Development - 20%

• Ensure to have a baseline with FTE visibility and team structure
• Set up a plan for on-boarding, training and development (SOP quiz/certification) of the operations team
• Be involved in objective setting & performance management of the operational team
• Ensure to manage team also by providing recognition & feedback pro-actively

1. Collaboration & community development - 10%

• Engage with Commercial and Operational experts on Global/Regional/Cluster level to explore new developments servicing the changes in customer demand
• Participate in area / regional Program Management meetings, calls and share best practices proactively

Take ownership of customer initiated projects and ensure internal resourcing is appropriate to execute within the agreed timeline

What Experience we are looking for:

• Bachelor Science degree preferably in Business/Logistics/Engineering
• 3+ years relevant experience with a proven track record in operational management
• Understanding and passion for driving Operational Excellence in the business
• Ability to work in a matrix organization and influence decision makers
• Proven and sustained track record of delivery, with focus on driving results through others
• Experience of working with wide variety of complex operational and commercial challenges
• Exposure and understanding of Business Improvement / Lean tools
• Excellent communication and influence skills
• Ability to interface with local and regional management teams
• Being a team member supporting the global/regional/country teams proactively
• Ability to build strong effective networks

#LI-CM1