Renewals Program Manager

Business Manager - Digital Marketing Qualification :

• Education : Post Graduate (preferably MBA), PMP certification or relevant domain certification Responsibility : Stakeholder/Business Management :
• Deliver on financial goals for the business.
• Prepare and report process performance metrics to stakeholders.
• Participate in management discussions (Governance discussion, Management forums with customer).
• Identify key cost drivers and ensure they are optimized.
• Proactively identify opportunities for additional business with customer.
• Identify opportunities for growth & deliver on growth commitments (number of people).
• Anticipate & plan for new business & get involved in hiring.
• Share value addition and best practices across teams.
• Adopt best practices from other processes/ verticals etc.

Customer Relationship Management :

• Manage customer relationships through regular communication with clients through weekly/ monthly reviews.
• Discuss operational issues and Critical to Quality (CTQ) delivery issues with the customer.
• Attend customer calls and meetings, proactively flag issues and prevent surprises.
• Manage and resolve escalations and issues raised by customers.
• Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value.
• Analyze customer feedback at desired intervals and initiate ways to improve the score.

Process Improvements and Adherence :

• Ensure compliance to the set standards/norms in order to adhere to quality standards and other compliance norms.
• Initiate and deliver on process improvement projects to improve process efficiencies.

Project Control, Management and Review / Program delivery :

• Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines.
• Ensure proper documentation and knowledge transfer as per project plan and schedule.
• Work with support functions to enable infrastructure support to team and ensure zero downtime.
• Prepare for infrastructure and other growth related requirements.
• Ensure resource utilization and scheduling of end to end work.
• Plan for resources based on volume projection and current available head count and allocate responsibilities.
• Effective forward planning in terms of process delivery, people & client engagement.

People/Team :

• Provide guidance and mentorship to team.
• Drive knowledge management and continuous up skilling of the team.
• Conduct performance appraisals for team members.
• Manage attrition through skip level meetings, planning interventions, engagement calendars.
• Identify training needs for direct reports and ensure domain/developmental trainings needs are met.
• Participate in organizational initiatives such as recruitment drives, training programs etc.
• Deliver communication received from senior management to the team members though town halls, team meetings.