Manager
Permanent,Full-time
Job Description
- Lead and manage the custom programme deli very team comprising the Custom Programme Managers (CPMs), Scheduling Co-ordinator, administrative support function (including virtual support personnel).
- Oversight of Team’s work and ensure all goals and quality standards are met. Ensure resources are in place at all times for programme delivery.
- Co-ordination and management of a very small number of identified custom programmes
- Allocation and co-ordination of custom programme delivery schedule
- Champion process improvements across the service cycle, efficiencies, continuous improvement and knowledge sharing to maximize sales time and optimize conversion rates for business development.
- Oversight on contracting to ensure that service delivery is in line with IMI profitability metrics and client expectations. Seek clarity on the scope of work involved and ensure IMI service delivery stays in line with this.
- Prepare for and attend client meetings at Stage 6 of the sales process (verbal client commitment of business won). Prepare for and present to clients IMI’s unique ‘value add’ of the end-to-end service experience so that clients see the benefit of partnering with IMI for its project centred management.
- A pipeline of potential work
- A review of previous weeks operations (Handover-Scheduling-Design-Build-Delivery)
- Plans for coming weeks work (as above)
- Set requests, agree timelines for turnaround, actions and owners
- Financial Records including revenue recognition
- Programme Scheduling - Oversight of custom programme scheduling including keeping meticulous records in CRM, correspondence with associates, clients, Programme Cost sheets.
- Programme Evaluation: Lead on bespoke programme evaluations and feedback cycles in collaboration with the Manager. Ensure Custom Programmes are in line with quality standards.
- Once a year, work with the Head of Client Development Manager to extract data for Rankings process.
- Provide the Client Developer with participant and programme director feedback - feedback should relate to the learning outcomes of the programme design and agreed KPIs with client company. Collaborate with Client Developer in advance of communications with the client to notify of issues or challenges relating to service delivery to ensure they are handled accordingly.
Required Knowledge, Skills, and Abilities
- Excellent stakeholder and people management skills
- Practical understanding and experience of managing (buyer) customers and internal stakeholder relationships.
- Exceptional process management skills that supports customer experience
- Adept at working across internal teams to ensure seamless service delivery to ensure an excellent customer and participant experience and to maximize commercial opportunities
- Stakeholder engagement experience with the ability to interact effectively at a variety levels up to and including CEO level, and ensure expectations are met.
- Commercial acumen in a fast paced environment with tight delivery deadlines
- Excellent influencing skills and the ability to adapt communications to an appropriate tone and style for different situations.
- Confident negotiation skills including the ability to negotiate financial transactions with clients
- Strong verbal and written communication skills.
- Multi-tasking skills
- Strong organizational skills with experience of reconciling competing priorities.
- Ability to analyze data and develop information into reports for wider dissemination or presentation
- Solid administrative experience in a demanding, customer-focused environment.
- Proficient CRM/database skills with the ability to extract, analyze and evaluate data.
- Advanced MS Office skills, in particular Word, Excel and PowerPoint.
- Excellent interpersonal and confident communication skills.
- Energy and enthusiasm to deliver an excellent experience for Customers
- An energetic self-starter, comfortable working to deadlines and on own initiative.
- Ability to work effectively both collaboratively and independently.
Reference no: 91153