• Build and maintain strong relationships with clients
• Understand client needs and objectives
• Develop account strategies to meet client goals
• Serve as the primary point of contact for clients
• Negotiate contracts and agreements
• Monitor and track account performance
• Identify new business opportunities and upsell services to clients
• Collaborate with internal teams to ensure client satisfaction

What IT Program & Project Management contributes to Cardinal Health

Enterprise Strategy, Planning, and Execution enables the organization to drive complex and transformational programs through disciplined project/program management and change management strategies.

IT Program & Project Management applies Information Technology knowledge and experience to plan, organize, and control resources, procedures, and timing for complex projects within the Information Technology function. This family organizes project teams, establishes project schedules and individual responsibilities, and determines resource requirements. This job family manages project budgets and reports on the status of project cost, timing and staffing.

IT Program & Project Management also ensures adherence to internal external quality standards and integrates vendor tasks and deliverables into project plans.

Accountabilities

• Demonstrates knowledge of project management initiating, planning, executing, monitoring/controlling and closing processes.
• Monitors performance and recommends scope, schedule, budget or resource adjustments, connects short-term demands to long-term implications, in alignment with the supporting business case.
• Prioritizes multiple tasks while meeting deadlines; communicates project status (health, forecast, issues, risks, etc.) to stakeholders.
• Effectively balances competing project constraints including but not limited to scope, quality, schedule, funding, budget, resources, and risk, to manage project success.
• Connects project objectives to broader organizational goals.
• Establish, build and maintain key relationships, including cross functional teams
• Negotiates with stakeholders to obtain the resources necessary for successful project
• Develops and maintains integrated deployment plan, spanning multiple workstreams
• Coordinates among cross-functional tower owners to ensure cohesive alignment to overall program timeline and objectives
• Triages any implementation issues, develop risk & issue log and create mitigation plan(s)
• Prepares detailed implementation / deployment plans and implements various transition management tools (e.g. program status updates, templates to track key milestones, etc.)
• Leads go-live support to identify, track, and drive resolution of risks and issues
   

Qualifications

• Bachelors Degree in related field or equivalent work experience
• 4 - 8  years experience in related field preferred
• Proficiency in Microsoft Office products required (Word, Excel, PPT)
• Intermediate knowledge in using MS Project preferred
• Have financial acumen and experience in managing/controlling project budgets up to USD 5M preferred
• Presentation skills required; must demonstrate clear, concise articulation of proposed plans
• Must have strong verbal and written communication skills
• Proven ability to effectively prioritize; ability to plan, organize, monitor, and conclude a project
• Willing to work US hours in a hybrid set up ( BGC)

What is expected of you and others at this level
 

•Applies comprehensive knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and project

• May contribute to the development of policies and procedures

• Works on complex projects of large scope

• Develops technical solutions to a wide range of difficult problems

• Solutions are innovative and consistent with organization objectives

• Completes work; independently receives general guidance on new projects

• Work reviewed for purpose of meeting objectives

• May act as a mentor to less experienced colleagues

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

To read and review this privacy notice click here

What Performance Monitoring contributes to Cardinal Health

Performance Monitoring is responsible for monitoring, analyzing and reviewing customer contact quality. The team’s insight help improve customer experience, identify training needs for agents, help optimize the operations, and help make-date-driven decisions to enhance overall efficiency and effectiveness of the contact center.

Role summary

We are looking for an experienced and passionate Manager of Performance Monitoring and Analytics to lead our team in optimizing the performance of our contact center through data-driven insights. The ideal candidate will have extensive experience managing performance monitoring and analytics teams, as well as proficiency using Verint Analytics tools to drive an insight-driven quality management program. This position is essential to ensuring that our contact center operates effectively, delivering exceptional customer experiences and continuous improvement.

Accountabilities in this role

• Lead a team of performance monitoring and analytics professionals to ensure accurate tracking and analysis of key metrics related to call volume, response times, agent performance, customer satisfaction, as well as other relevant KPIs.
• Manage the use of Verint Analytics tools to collect, analyze, and interpret data in order to provide actionable insights that drive quality improvement initiatives.
• Work with cross-functional teams to identify performance gaps, trends, and enhancement opportunities within the contact center operations.
• Create and implement a comprehensive, insight-driven quality management program that supports the ongoing enhancement of agent performance, customer satisfaction, and overall operational efficiency.
• Monitor and assess the efficacy of quality management strategies, adjusting processes as necessary to meet shifting business requirements and objectives.
• Communicate performance insights to leadership on a regular basis, delivering clear and concise reports and presentations that inform decision-making and drive strategic initiatives.
• Coordinate training and development initiatives for the performance monitoring and analytics staff, ensuring that their skills and knowledge remain current with industry standards and technological advances.
• Promote a culture of data-driven decision making, collaboration, and innovation throughout the team and contact center.

Qualifications

· Bachelor's degree in business, analytics, or a related discipline is required

· 7 years and up years of experience leading performance monitoring and analytics teams in a contact center setting.

· Extensive knowledge of using Verint Analytics tools or comparable contact center analytics platforms.

· A comprehensive comprehension of contact center operations, performance metrics, and quality management principles.

· Proven track record of implementing insight-driven quality management programs that increase operational efficiency and customer satisfaction.

· Outstanding analytic abilities, including the capacity to interpret complex data and translate insights into actionable strategies.

· Strong leadership and team management skills, with proven ability to motivate, mentor, and develop team members.

· Effective communication and presentation skills, with demonstrated experience presenting insights to leadership and stakeholders.

· Attentive to detail, organized, and capable of juggling multiple responsibilities in a fast-paced environment.

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

To read and review this privacy notice click here

What Performance Monitoring contributes to Cardinal Health

Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution.

Performance Monitoring is responsible for monitoring, analyzing and reviewing customer contact quality.

Role summary

We are looking for an experienced and passionate Manager of Performance Monitoring and Analytics to lead our team in optimizing the performance of our contact center through data-driven insights. The ideal candidate will have extensive experience managing performance monitoring and analytics teams, as well as proficiency using Verint Analytics tools to drive an insight-driven quality management program. This position is essential to ensuring that our contact center operates effectively, delivering exceptional customer experiences and continuous improvement.

Accountabilities in this role

• Lead a team of performance monitoring and analytics professionals to ensure accurate tracking and analysis of key metrics related to call volume, response times, agent performance, customer satisfaction, as well as other relevant KPIs.
• Manage the use of Verint Analytics tools to collect, analyze, and interpret data in order to provide actionable insights that drive quality improvement initiatives.
• Work with cross-functional teams to identify performance gaps, trends, and enhancement opportunities within the contact center operations.
• Create and implement a comprehensive, insight-driven quality management program that supports the ongoing enhancement of agent performance, customer satisfaction, and overall operational efficiency.
• Monitor and assess the efficacy of quality management strategies, adjusting processes as necessary to meet shifting business requirements and objectives.
• Communicate performance insights to leadership on a regular basis, delivering clear and concise reports and presentations that inform decision-making and drive strategic initiatives.
• Coordinate training and development initiatives for the performance monitoring and analytics staff, ensuring that their skills and knowledge remain current with industry standards and technological advances.
• Promote a culture of data-driven decision making, collaboration, and innovation throughout the team and contact center.

Qualifications

· Bachelor's degree in business, analytics, or a related discipline is required

· 7 years and up years of experience leading performance monitoring and analytics teams in a contact center setting.

· Extensive knowledge of using Verint Analytics tools or comparable contact center analytics platforms.

· A comprehensive comprehension of contact center operations, performance metrics, and quality management principles.

· Proven track record of implementing insight-driven quality management programs that increase operational efficiency and customer satisfaction.

· Outstanding analytic abilities, including the capacity to interpret complex data and translate insights into actionable strategies.

· Strong leadership and team management skills, with proven ability to motivate, mentor, and develop team members.

· Effective communication and presentation skills, with demonstrated experience presenting insights to leadership and stakeholders.

· Attentive to detail, organized, and capable of juggling multiple responsibilities in a fast-paced environment.

What is expected of you and others at this level

• Manages department operations and supervises professional employees, front line supervisors and/or business support staff
• Participates in the development of policies and procedures to achieve specific goals
• Ensures employees operate within guidelines
• Decisions have a short term impact on work processes, outcomes and customers
• Interacts with subordinates, peers, customers, and suppliers at various management levels; may interact with senior management
• Interactions normally involve resolution of issues related to operations and/or projects
• Gains consensus from various parties involved

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

To read and review this privacy notice click here

What Instructional Design & Development contributes to Cardinal Health

Learning develops, deploys and evaluates learning solutions to support employee development and build organizational capability in alignment to business strategies. This function analyzes learning needs and develops training curricula, technologies, and programs. This function also manages trainings provided by third parties and partners with leaders and subject matter experts within functions and business units to deliver learning.

Instructional Design & Development develops blended learning solutions optimized for unique subject matter areas and audiences, leveraging third-party and Learning Technologies capabilities. This job family analyzes employee learning needs and partners with subject matter experts and business management to gain input for course content. Instructional Design & Development develops general and technical content based on best practices, facilitates the introduction of new courses, and develops and monitors metrics for evaluating learning solutions' effectiveness.

Role summary

You will play a pivotal role as the Knowledge Management Manager in ensuring the efficient passage of information and best practices throughout our organization. Your primary responsibility will be to oversee the creation, organization, maintenance, and dissemination of Standard Operating Procedures (SOPs), articles, and other essential knowledge resources for the success of our contact center operations.

Accountabilities in this role

• Develop and implement a comprehensive knowledge management strategy that will enhance the quality and accessibility of information in the contact center.
• Collaborate with cross-functional teams to identify knowledge gaps, record best practices, and develop new SOPs and articles as required.
• Maintain a centralized repository of SOPs, articles, training materials, and other knowledge resources for contact center agents' simple access.
• Review and update existing content on a regular basis to ensure accuracy, currency, and compliance with company policies and industry regulations.
• Implement effective knowledge sharing processes to cultivate collaboration and a culture of lifelong learning among contact center employees.
• Collaborate closely with the training and quality assurance teams to align knowledge materials with training curriculums and performance metrics.
• Create and administer metrics to monitor the efficacy of knowledge management initiatives, including content usage, search performance, and agent performance enhancements.
• Recommend enhancements to existing processes and tools and keep updated of industry trends and emergent technologies related to knowledge management.

Qualifications

· Bachelor's degree in a relevant field

· Proven experience (7+ years) in knowledge management, preferably within a contact center or customer service environment.

· Strong understanding of contact center operations, processes, and customer service principles.

· Excellent written and verbal communication skills, with the ability to convey complex information in a clear and concise manner.

· Proficiency in using knowledge management tools and software.

· Strong organizational and project management skills, with the ability to prioritize tasks and meet deadlines.

· Analytical mindset with the ability to interpret data and metrics to drive informed decisions.

· Team-oriented with the ability to collaborate effectively across departments.

· Demonstrated leadership skills and the ability to influence change within the organization.

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

To read and review this privacy notice click here

WHAT IS YOUR ROLE

We’re looking for a self-starter, hard-working, and dedicated team member to jump in and be a key part of our Client Experience team.

In this role, you are responsible for maintaining and nurturing Boldr’s Client relationships as well as developing and empowering Boldr’s Team Captains to be successful in their role. You will act as a business owner taking full accountability for the success of your Client and teams, ensuring they are fully equipped to meet our commitments to our Clients and doing so with the highest level of quality.

You will help foster a healthy working environment for our team members. You will represent Boldr to our Clients and act as our internal Client across various departments. You will need to be laser-focused on our operational performance and comfortable with the management of global teams on a daily basis.

You will be responsible for day-to-day Client communication, performance reporting, training, and escalation management. Having an eye for details will be important as you’ll be maintaining all Client Success tools and procedures.

WHAT WILL YOU DO

Processes

• Develop and maintain an authentic relationship with all the Client and internal stakeholders.
• Execute daily and weekly reviews of our operational performance with Client stakeholders and Boldr leadership.
• Ability to work seamlessly with different departments namely: Implementation, Client Solutions, Finance, IT, People Experience and Office Operations.
• Communicating and resolving basic to complex inquiries and concerns in an accurate, valid, complete, and timely manner.
• Create and manage Client contracts such as MSAs and SLAs.
• Manage a team of Team Captains and monitor compliance against SLAs and achievement of Client KPIs.
• Root cause analysis, planning and execution to ensure KPIs are met
• Partner with Team Captains to ensure documentation is constantly updated and identification of process improvements are sourced with the TC and their team.
• Facilitate Client Business Reviews in partnership with your SBU Head and organize the Boldr team to create these reviews.
• Develop, maintain, and leverage relationships and networks within the Client organization to identify and develop business growth opportunities
• Update Hubspot deal cards and ensure all necessary items are appropriately invoiced.
• Follow up with clients on invoicing, pricing discrepancies, and other billing-related issues.

People Management

• Supervise and develop Team Captains through guidance, observation, and performance management activities.
• As needed, joins the Team Captain on calls with the Client, team huddles or coaching sessions to stay up to date with all Client and team developments.
  • This also provides an opportunity to observe the Team Captain’s presentation, Client communication and coaching skills.
• Taking steps to ensure learning and growth through development plans and, when necessary, progressive counseling.
• Promote and foster a culture of continuous improvement by providing positive and constructive feedback to team members.
• Establish, promote, and maintain the Boldr culture within the organization.
• Understand employee career growth aspirations to enable matching Boldr’s needs with employee abilities.
• Act as the escalation point for the Team Captains and Senior Team Captains.
• Responsible for upholding our organization’s values throughout the workplace
• Monitor achievement of internal and external KPI’s and ensure Operational Excellence
• Identify performance issues, conduct root cause analysis, and work with operations to improve performance on KPIs through motivating, guiding, and holding local operations managers accountable for following SLA.

Tools, Administration, and Reporting

• Familiarity with Google Suite of Services is a must for this role
  • Gmail, Drive, Sheets, Slides, and Docs are used heavily in Boldr
• Experience with Hubspot is a plus.
• Maintain Client schedule (Weekly Updates, MBRs, QBRs, Implementations) and collect feedback and drive necessary actions to completion

Training

• Coordinate necessary training and best practices related to Tools and Processes
• Onboard new hires to ensure they are fully ready to succeed in their role.
• Lean six sigma knowledge and/or certification is a plus

Ongoing support and knowledge sharing

• Obtain feedback from Clients and team members on processes and tools to ensure continuous improvement
• Provides input and communication to drive Client Success improvement, for all Clients, enterprise-wide.

YOU HAVE…

• 2+ years in a Client facing role (Ops manager)
• 2+ years knowledge of BPO, Staffing, Tech, or other Business Service Industries .
• 2+ years people management experience.
• Manipulate Excel or Google Sheets and will be helpful with the reporting work you’ll be responsible for.
• Create dashboard and provide visibility to stakeholders
• Identify root causes, design and execute action plans
• Focus on listening and understanding what other people are saying, ask questions as appropriate, and not interrupt at inappropriate times.
• Maintain an open dialogue with the organization's external and internal Client partners in both positive and negative situations.
• Read, research, and draft letters, emails, and documents.
• Identify complex problems and review related information to develop and evaluate options and implement solutions.
• Speaking in a public setting and delivering presentations to individuals and groups.
• Cope effectively with losses or rejections by moving on to other challenges and learning from past experiences.

• Law Benefits
• Private Health Insurance
• Paid Time Off
• Training
• Life insurance
• Mental Health Support
• Learning and Development Programs

WHAT YOU’LL LIKE ABOUT US

● Great company culture! Our diverse backgrounds, commitment, and passion are the things that make us great.

● We geek out on new ideas, proposals, and anything that will positively impact our clients, and of course, you!

● We’ve got training sessions in-store to help you level up your skill set.

● With you on Boldr’s side, we’ll tackle social responsibility initiatives together.

● We have rest and relaxation benefits.

At Citi, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.

We’re currently looking for a high caliber professional to join our team as Vice President Business Planning & Analysis (BP&A) and Projects Manager - Hybrid based in Manila , Phililppines. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance:

· Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.

· We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.

· We empower our employees to manage their financial well-being and help them plan for the future.

· Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.

· We have a variety of programs that help employees balance their work and life, including generous paid time off packages.

· We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world.

The Senior Project Manager accomplishes results through the management of professional team(s) and department(s). Integrates subject matter and industry expertise within a defined area. Contributes to standards around which others will operate. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the entire function. Requires basic commercial awareness. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Has responsibility for volume, quality, timeliness and delivery of end results of an area. May have responsibility for planning, budgeting and policy formulation within area of expertise. Involved in short-term planning resource planning. Full management responsibility of a team, which may include management of people, budget and planning, to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations and may include budget approval.

In this role, you are expected to:

• Continuously help evolve the organization and the individual teams to remain effective and compliant while reducing scale. Design and implement strategies and processes that generate improvement, drive efficiency through digitization and improving control risk. Create durability that is consistent with the length of residual obligations and activities.

• Drive administrative, operational, reporting and quality improvements through partnership with internal teams.
• Prepare project plans and identify all tasks and dependencies into a logical implementation task plan by which to manage and monitor day-to-day work and progress.
• Contribute for successful delivery of key changes as per Book of Work. Lead extraction and analysis of material & data volumes to identify trends, anomalies, and areas for improvement, and can present such analysis in a clear and concise manner – whether in Excel or ppt to guide decisions required from stakeholders.
• Prepare project plans and identify all tasks and dependencies into a logical implementation task plan by which to manage and monitor day-to-day work and progress.
• Lead UAT testing prior to any new implementation and gather feedback post release to design additional improvements for future production.
• Provide subject matter expertise for internal queries relating to appropriate projects.
• Provide leadership for change management including work efforts, projects, and programs for recently completed divestitures. Provide oversight of the Business-Critical Milestone reporting process and other PTS reporting processes to ensure quality, efficiency, and accuracy
• Work with Technology leadership to support the business strategy. Create inventory of process simplification opportunities using digital tools. Reducing manual touchpoints in the process would be most critical deliverable.
• Perform end to end resource management processes including maintaining robust role level staffing plans by working closely with senior Finance managers and Planning Unit coordinators to ensure the teams remain within budget.
• Manage department’s financial planning activities (Forecast, Outlook, and Plan) for FTE expense to ensure the team remains within budget guidelines while also maximizing budget available to ensure adequate resourcing coverage across the teams. Prepare materials to articulate current and forecast views on activities relating to FTE and Non-Compensation expense, Maintain and centrally coordinate the department’s expense and headcount management processes.
• Support resolution of issues by offering solutions to resolve complex problems, and by interpreting and advising on policies, guidelines, or processes. Provide management with regular updates on status and issues requiring escalation.
• Conduct analysis and executes tasks that contribute to work streams focusing on broad range of initiatives independently.
• Manage relationships with key stakeholders across the organization, including the day-to-day execution activities and meetings.
• Work with Senior Management, Recruiting, Finance and Vendor Management to understand and track headcount, identify trends, and resolve issues as they emerge.
• Support integration of new teams as divestitures are completed in additional countries with a focus on resource planning, project management and PTS, and process optimization.
• Ensure internal service providers have appropriate tracking and reporting to meet internal or external requirements.
• May present information and results to Holdings management as well as various governance forums.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
• Involved in short- and medium-term planning for broad issues affecting operations.
• Applies broad and comprehensive understanding in multiple functional areas as well as underlying business values. Provides evaluative judgment based on analysis of information in complicated, unique, and dynamic situations; draws on diverse range of internal and external sources.
• Thorough knowledge of how own function integrates within the overall organization to contribute to achieving business goals; requires a good working knowledge of the industry.

As a successful candidate, you’d ideally have the following skills and exposure:

• 10+ years relevant experience
• Prior experience in BP&A and/or project management would be preferred
• Ability to successfully manage relationships across multiple functions and execute against collective goals.
• Self-starter who can work independently.
• Consistently demonstrates clear and concise written and verbal communication skills.
• Manage occasionally complex and varied issues with significant cross- departmental impact.
• Proficient in the use of basic Microsoft applications (Word, Excel, PowerPoint).  High proficiency in Excel
• Demonstrated understanding and experience with PTS (Project Tracking System), including set up and execution.
• Bachelor’s/University degree or equivalent experience.

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Take the next step in your career, apply for this role at Citi today

https://jobs.citi.com/dei

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

Reporting Line:

Junior Operations Executive and/or Technical Operations Manager

Primary Responsibilities:

In-charge for sample handling, safe keeping, monitoring, disposal and sample collection activities; Preparation of materials needed for sampling and/or testing; physical sample preparation; and keeping specific working areas clean.

Specific Responsibilities:

• Handles samples including collecting samples from clients, preparing samples for testing and analysis, and sample disposal.
• Prepares materials needed for sampling and/or testing
• Wash and clean materials used during sampling and sample preparation
• Cleans specific work area.
• Ensures that work performed is in accordance with the QMS and Safety Policies defined in the Safety Manual.
• Operates and maintains equipment used in preparing samples.
• Maintain records on equipment used in preparing samples and keep up-to-date records pertaining to sample storage and disposal.
• Assist laboratory analysts on internal preventive maintenance and troubleshooting of laboratory equipment when needed.
• Signs worksheet and job instructions
• Ensures compliance to the Group and national policies including but not limited to the maintenance of the Quality Management System
• Operating to the highest standards of ethics, in accordance with the SGS Code of Integrity.
• Complies with the Quality, Health and Safety, Environment and Energy (QHSEE) policies and supporting objectives including, but not limited to:

• Demonstrates strong commitment to SGS QHSEE policies, procedures and work instructions by actively participating in             meetings, projects and events, completes required training, intervenes in unsafe situations, refuses unsafe work, and complies fully with all applicable laws and regulations related to HSEE
• Responds appropriately and immediately to emergency situations and assists other staff members in maintaining readiness to act to emergencies within the workplace
• Disposes or directs the disposal of waste generated as a part of daily work performed in a safe manner and in compliance with the disposal regulations and requirements, and in accordance with SGS Environmental Management System requirements
• Reports all incidents, including near misses and hazards, that may affect the achievement of QHSEE objectives in accordance with SGS Incident Reporting and Management requirements
• Efficiently uses all equipment, including safety equipment, and company owned property in the manner intended and reports any damaged / lost equipment to immediate superior
• Maintains a safe and tidy worksite according to the organization’s 5S program and guidelines
• Maintains awareness of the safety and health related hazards and environmental aspects and proposes action plans to control the risks to immediate superior or QHSEE Coordinators
• Actively participates in incident investigations and risk assessments as deemed necessary by SGS management
• Fulfills the requirements needed in the success of the QHSEE Management System
• Recognizes the potential consequences of not following the established policies, procedures, and guidelines, including not fulfilling the organization’s compliance obligations

• Key Account Management
  • Building strong customer relationships
  • Account Management and Area Planning
  • Develop and execute strategic account plans including target setting.
  • Ensure healthy sell-in and sell-out activities.
• Business Development
  • Identify new business opportunities.
  • Customer Acquisitions
  • Market and product research
  • Create and develop sales presentations.
• IAM Sales
  • Achievement of sales target
  • Negotiation of customer targets
  • Introduction of new products/part numbers
  • Identify upselling opportunities.
• Sales Forecasting
  • Analysis of sales data, market, and product trends
  • Sales planning and demand projections
  • Collaboration with product managers for accurate monthly projections
• Communication and Reporting
  • Communicate with stakeholders.
  • Provide and present regular reports and market information to marketing team.
• Problem-Solving and Resolution
  • Address and resolve key customer issues.
  • Establish a regular communication loop and feedback.
• Continuous Improvement
  • Stay informed about market and product development.
  • Invest in personal and professional development.

We are seeking a dynamic and results-driven individual to join our partner team at CloudQwest Solutions. As an IT Solutions Sales Manager, you will be responsible for driving the sales of IT solutions and services to meet revenue targets. This is an exciting opportunity for someone with a strong background in IT sales and a passion for driving business growth within the IT industry.

Responsibilities

• Develop and implement sales strategies to drive revenue growth and achieve sales targets
• Build and maintain strong relationships with key clients and partners
• Identify and pursue new business opportunities, including lead generation and prospecting
• Collaborate with internal teams to develop customized solutions for clients, based on their specific needs and requirements
• Prepare and present sales proposals, presentations, and contracts
• Negotiate and close sales deals, ensuring customer satisfaction and retention
• Monitor market trends, competitor activities, and industry developments to identify opportunities and threats
• Provide regular sales reports and forecasts to management

• Bachelor's degree in Business Administration, Marketing, Information Technology, or related field
• At least 5 years of experience in IT solutions sales, with a proven track record of achieving sales targets
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Ability to build and maintain relationships with clients and partners
• Strong business acumen and strategic thinking
• Experience in selling IT solutions and services, such as software, hardware, cloud services, or IT consulting
• Knowledge of current IT trends and technologies
• Proven ability to negotiate and close sales deals

• Translate portfolio strategy into business campaign execution plan; allocate and manage resources; execute campaigns with business teams; monitor and find-tune performance
• Drive 4Ps of campaign tactics by bridging Portfolio Strategy and Busines sales teams
• Increase reach and drive loyalty of retailers
• Increase reach and drive loyalty of key farmer segments (BLOs, Contractors, Financiers)
• Leverage customer insights and partnering with customers to input into the development of a joint business plan.

Planning

• Work with Business Head and Portfolio Managers on portfolio prioritization, market & customer insights
• Drive the Campaign Management Process (Planning, Execution & Review)
• For Innovation products; Expedite Awareness-to-conversion-to-advocacy journey; achieve NPI peak sales in 3 years; drive NPI pre-launch activities to build a confidence with growers & channel partners thru pre-launch demos & showcasing
• For Pillars products; Protect and strengthen brand equity; achieve highest market share for strong brands
• Develop & deploy touchpoint strategy to achieve best ROI of A&P and 3P budgets

Product

• Segmentation and targeting analysis for each product
• Co-create campaign plans with Business Managers / Key Account Managers
• Demand planning / forecasting
• Develop and monitor market intelligence, bring customer insights in the Campaign plan.

Price

• Own transactional pricing
• Co-create with BMs/KAMs compelling commercial programs for retailers, growers
• Monitor prices of key products in key regions

Place

• Maximize retailer reach for portfolio
• Conceptualize and drive retailer loyalty programs and activities; own Tiwala Bayani Club

Promotion

• Drive campaign plans for reach, brand reminders, …
• Convert brand and portfolio plans in to tactical campaigns (value proposition, benefits narrative, target customers, pricing, activities etc.) with clear KPIs and evaluation
• Allocate and manage A&P resources
• Lead digital campaign activities
• Monitor campaign progress based on KPIs and enhance campaign performance

Knowledge, experience & capabilities

• Sales and Marketing principles, particularly around Campaign Management, Grower, Channel management and Marketing communications
• Understanding of Agri and Rural Marketing concepts and methods
• Understanding of grower/retailer behaviours
• Understanding and experience of digital systems required to implement the Campaign initiatives
• Understanding and experience of data and analytical tools
• Analytical skills to develop insights from the Campaign Execution data points/Capability Initiatives  

• Translate portfolio strategy into business campaign execution plan; allocate and manage resources; execute campaigns with business teams; monitor and find-tune performance
• Drive 4Ps of campaign tactics by bridging Portfolio Strategy and Busines sales teams
• Increase reach and drive loyalty of retailers
• Increase reach and drive loyalty of key farmer segments (BLOs, Contractors, Financiers)
• Leverage customer insights and partnering with customers to input into the development of a joint business plan.

Planning

• Work with Business Head and Portfolio Managers on portfolio prioritization, market & customer insights
• Drive the Campaign Management Process (Planning, Execution & Review)
• For Innovation products; Expedite Awareness-to-conversion-to-advocacy journey; achieve NPI peak sales in 3 years; drive NPI pre-launch activities to build a confidence with growers & channel partners thru pre-launch demos & showcasing
• For Pillars products; Protect and strengthen brand equity; achieve highest market share for strong brands
• Develop & deploy touchpoint strategy to achieve best ROI of A&P and 3P budgets

Product

• Segmentation and targeting analysis for each product
• Co-create campaign plans with Business Managers / Key Account Managers
• Demand planning / forecasting
• Develop and monitor market intelligence, bring customer insights in the Campaign plan.

Price

• Own transactional pricing
• Co-create with BMs/KAMs compelling commercial programs for retailers, growers
• Monitor prices of key products in key regions

Place

• Maximize retailer reach for portfolio
• Conceptualize and drive retailer loyalty programs and activities; own Tiwala Bayani Club

Promotion

• Drive campaign plans for reach, brand reminders, …
• Convert brand and portfolio plans in to tactical campaigns (value proposition, benefits narrative, target customers, pricing, activities etc.) with clear KPIs and evaluation
• Allocate and manage A&P resources
• Lead digital campaign activities
• Monitor campaign progress based on KPIs and enhance campaign performance

Knowledge, experience & capabilities

• Sales and Marketing principles, particularly around Campaign Management, Grower, Channel management and Marketing communications
• Understanding of Agri and Rural Marketing concepts and methods
• Understanding of grower/retailer behaviours
• Understanding and experience of digital systems required to implement the Campaign initiatives
• Understanding and experience of data and analytical tools
• Analytical skills to develop insights from the Campaign Execution data points/Capability Initiatives  

Job Description:

Forecasting
 Support the Head of Commercial Philippines with inputs for an accurate sales forecast
 Responsible for the accuracy and currency of data in CRM tools (Salesfore)
Offers & Sales
 Responsible for Sales campaigns for assigned accounts as per her/his mandate, including
achievement of financial objectives (Gross margins, Down and final payment collection)
 Support the preparation of winning offers with accurate sales inputs-capture plan, sales
strategy, strategic paper, win price, drivers to customer satisfaction based on market
knowledge
 Negotiate and conclude contracts within the delegated mandate
 Escalate for approval to the relevant management any deviations to the policies beyond the
delegated mandate
 Responsible for timely payment collection
Marketing & Communications
 In coordination with the region, develop new marketing tools and materials to answer to
local market developments
 Develop and conduct exhaustive market research analysis (EMS, O&G and Mining)
 Take lead in organizing events to support strategic objectives
 Gather and monitor customer fleet evolution (including pre-owned entries and exits)
 Analysis of competitors; marketing and sales initiatives, fleet evolution

 Participate to the Front Office team (Clear & Efficient Front Office) for the assigned accounts
Customer Satisfaction
 Responsible for the identification and measurement of all Sales drivers of Customer
Satisfaction for the assigned accounts
 Responsible for the continuous improvement of Customer Satisfaction with regards to Sales
activities for the assigned accounts, in line with the Regional Customer Satisfaction Plan
Business Development
 Support implementation of AH or Regional Business Development initiatives. Provide return
of experiences.
Compliance
 Apply Airbus Helicopters Ethics & Compliance policy at all times
 Contribute to BDSI Files preparation as required
 Collect “Know Your Customer / AML “ inputs on time for proper assessment

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:

Employment Type:

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By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com.

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

At Citi, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.

Citi’s Human Resources (HR) organization is responsible for recruiting, talent development and diversity, learning and development, benefits, compensation and employee relations. We lead the firm’s accountability, talent and culture program as part of our transformation. Our human resources partners, generalists and professional services team are dedicated to creating an excellent employee experience and supporting our colleagues around the world.

We’re currently looking for a high caliber professional to join our team as Sr. Vice President, Employee Experience Program Manager  - Hybrid based in Manila, Philippines. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance:

· Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.

· We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.

· We empower our employees to manage their financial well-being and help them plan for the future.

· Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.

· We have a variety of programs that help employees balance their work and life, including generous paid time off packages.

· We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world.

HR Partner & Delivery sits at the center of Citi’s HR business solutions.  This newly created team's future proposition is to provide guidance and coaching to managers on all employee life-cycle processes, solving day to day HR needs for employee by leveraging technology to provide simple and effective employee focused processes.

This role is a senior level position reporting to the Head of HRP&D Process Design & Re-engineering.  The overall objective of the role is to improve the employee and manager experience when interacting with the HR solutions delivered by HRP&D.
 

• Support the HRP&D team to deliver process design and re-engineering solutions ensuring the employee and manager experience is at the foremost in design thinking.
• Create  evidence-based insight to guide technology and process design and re-engineering
• Identify priorities and opportunities for re-engineering and change.

In this role, you are expected to:

• Communicate effectively and present designs utilizing data and different techniques to identify and understand users and their needs.
• Employ a wide range of skills, interviewing users, creating detailed plans, understanding and extrapolating data, facilitating workshops, presenting research findings to optimize the employee and manager experience
• Create experience maps that illustrate multiple user journeys within a service – using highlights and pain-points across the journey to map out opportunities and recommendations to improve the experience.

• Understand and help resolve design-centric process and technology disputes across varying levels of complexity and risk.

• Communicate effectively across the organization, understanding making complex and technical information simple and accessible for non-technical audiences.
• Lead usability testing, user research sessions and other evaluations as necessary to validate designs.
• Review and present designs and support decisions using an evidence-based approach.
• Measure, monitor and report impact and progress to senior stakeholders

As a successful candidate, you’d ideally have the following skills and exposure:

• 10 years plus experience
• Extensive background in user experience design.
• A desire to understand human behavior and analyze activity
• Knowledge of, and practical experience in, multiple research and user testing techniques to elicit valuable information from users (e.g. card sorting, customer journey-mapping, usability testing)
• Experience designing and leading workshops to brainstorm, collaborate across multi-disciplinary teams.
• Business line experience desirable with previous accountability for driving client experience initiatives preferred.

• Bachelor’s/University degree, Master’s degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Take the next step in your career, apply for this role at Citi today

https://jobs.citi.com/dei

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

Must have good problem solving, decision making & analytical skills.
Manages team performance.
Provide effective coaching and constructive feedback to subordinates.
Performs administrative tasks for Operational support.
Lead teams into achieving metric goals, complete monthly deliverable and tasks 

• Must have good problem solving, decision making & analytical skills.
• Manages team performance.
• Provide effective coaching and constructive feedback to subordinates.
• Performs administrative tasks for Operational support.
• Lead teams into achieving metric goals, complete monthly deliverable and tasks 

Must have good problem solving, decision making & analytical skills.
Manages team performance.
Provide effective coaching and constructive feedback to subordinates.
Performs administrative tasks for Operational support.
Lead teams into achieving metric goals, complete monthly deliverable and tasks 

This role will work remotely from the Philippines on behalf of our Australian-based business. You will work with the Project Leads, department leads & the operations team within the business to manage resourcing requirements across the creative, COE & Business Advisory teams. The PM is the key communicator between all of the agency, maximising efficiencies across all stages of the delivery process. To be successful in this role you’ll bring excellent communication, project management and a natural ability to find solutions to issues that seem unsolvable.

Core Principles

• Oversee programs of work for your client/s
• Owner of a ‘project trix’ (scope/ pricing, timings, resourcing, WIP, budget tracker)  for your clients
• Writing scope of work documents, ensuring commercial and scope compliance, tracking the resourcing and project process to deliver to scope (retainer or project)

Project Management

• Ensure design and delivery of all projects align with scope, and flag any risks or escalations required outside of this
• Ensure all projects are within our project management platform and set up any projects that are yet to be entered, including estimate creation, timeline creation & resource 
• Ensure financial health of each client by proactively managing (Budget reporting)
• Commercial analysis & budget reporting/ forecasting for each client
• Forward-plan, anticipate problems, identify gaps and crunch points and highlight so teams can adapt across workstreams
• Identify knowledge/resource gaps where necessary and facilitate finding a solution
• Set agenda, lead agenda, host meetings and ensure a clear plan for all team members and clients after meeting to reach next project milestone
• Schedule key project milestones and assign tasks to team members in line with overall workflow
• Assist with building best-in-class PowerPoint presentations, Word and Excel documents
• Take an active role in all aspects of the Project Management team
• Identify allocation problems and anticipate business challenges that might arise, advising stakeholders on possible solutions.
• Support with ensuring information is updated in relevant systems  
• Strong administration, time management and organisational skills.

Relationship Management: 

• A love of building friendly relationships with your colleagues, sharing your positive energy and being able to tactfully manage expectations.
• Build strong relationships with all teams within the organisation.

NielsenIQ Customer Success places our customers at the heart of everything that we do. We strive to offer a consistent customer experience across all our markets by harmonizing our ways of working, focusing on engagement and driving analytics excellence. We give our customers an enjoyable, easy, effective service featuring a modernized customer experience. Customer Success is instrumental to realize the NielsenIQ vision to be a leading global information services company with strong, market leading growth enabled by new, innovative product offerings and modern technology that creates substantial value for our customers, retailers and employees.  

This position will be, within the Analytics & Insights team, responsible for delighting clients around Asia through delivering retail measurement insights and analysis.  

Responsibilities

• Providing performance overview analysis and business issue analysis to Consumer Packaged Goods clients around Asia 
• Providing in-depth consulting services and delivering insights and analytics as well as thought leadership 
• Developing deep knowledge of Nielsen IQ RMS and Panel solutions and delivering value for clients 
• Working closely with the Consulting Lead and Customer Service to transform customer experience 
• Consulting clients to optimize use of NielsenIQ Essentials 
• Developing and delivering business solutions for client performance tracking 
• Coaching junior associates to help their analytical development 
• Managing a team of at least 3 people to deliver optimal results with a timeline 

The HR Manager plans, directs, and coordinates the overall HR functions of an organization. He/she oversees the recruitment, compensation, and benefits administration; HR Policy and Procedure Implementation and review, training and development, compliance to regulatory bodies, performance appraisal management and consults with the executive for strategic planning and serves as a link between an organization’s management and employees.

Responsibilities:

· Develop and implement HR strategies and initiatives aligned with the overall business strategy.

· Enhances the organization’s human resources by planning, implementing, and evaluating employee relations and human resources policies, programs, and practices.

· Manage the recruitment and selection process

· Handles staffing issues, such as mediating disputes and directing disciplinary actions

· Work with the training manager to ensure the implementation of the training and development programs of the company

· Oversee and manage a performance appraisal system that drives high performance

· Payroll and Compensation and Benefits Administration

· MIS and HR Database Management

· Report to management and provide decision support through HR metrics

The candidate will manage a myriad of organizational change initiatives for Visa. The candidate will focus on the people side of change, including changes to business processes, systems, tools, and technology. The primary responsibility will be creating and implementing change management strategies and plans that maximize employee adoption and usage of new tools and business processes and minimize resistance to changes. The change manager will work to drive faster adoption, higher ultimate utilization of and proficiency with the changes that impact Visa’s employees. The candidate will support project teams in integrating change management activities into their project plans and apply a structured methodology while leading change management activities. Responsibilities also include:

• Design, develop, execute and manage organizational change management strategies and plan

• Design, develop, deliver, and manage communications strategies, plans and deliverables to communicate about changes to tools and processes across the CIT organization and Visa

• Evaluate and ensure user readiness

• Conduct impact analysis and change management assessment, including change readiness

• Provide input, document requirements and support the design and delivery of end user training

• Define and measure success metrics and monitor change progress

• Identify, analyze and prepare risk mitigation tactics

• Identify and manage anticipated resistance

• Identify and manage relationships with key stakeholders

• Identify and manage relationships with executive sponsors

• Consult and coach project teams

• Support and engage senior leaders

• Coordinate efforts with other subject matter experts

• Integrate change management activities into project plans

• Track and report issues and action items

• Work with virtual teams located in different time zones and with differing cultures

• Represent the EES team and be a strong, vocal customer/user advocate

• Be a change agent

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

JOB DESCRIPTION:

Assigned area/territory - Ilocos Region

Key Areas of Accountability:

Promotes the assigned products to doctors using the prescribed sales technique and visit these MDs based on assigned frequency.  Establish and maintain good working relationship with doctors. Achieves the minimum call performance with 100% achievement on monthly actual calls vs monthly target calls.  Quality execution of all agreed marketing strategies, programs and plan of actions. Sales and promotions of products (i.e detailing, product presentation, CME activities, etc.) Continuous selection and update of target doctors. Establish and continuously increase market shares of products Submit relevant reports vital to operations.

Job Specification

•           Minimum 2 years’ experience as Territory Manager or as Professional Medical Representative in a respectable Pharmaceutical/Consumer Goods company.

•           Above average communication skills in English and the local language.

•           Experience in Nutritional products is a plus.

•           Aggressive, confident, and self-motivated with leadership potentials.

•           Persuasive, persevering, and a team player.

•           With very strong selling & communication skills and with pleasing personality.

•           Willing to travel and be assigned anywhere in the Philippines.

Knowledge & Experience:

• Relevant experience in Sales

• Insight into internal and external customers

• Brand Management

Competencies required:

• With at least 2-year work-related experience in Sales
• Computer Literate and with good communication skills
• Highly organized
• Project Management
• Customer Orientation
• Analytical Skills
• Willing to relocate

Ideal Candidate will be:

• Each day different from the next; especially in personal interactions Fast-paced environment Multiple projects going simultaneously
• Very socially-focused
• Adherence to established guidelines and procedures is important Important to involve others in the decision-making; there is a need to build consensus rather than make decisions alone
• Open, flowing communication is important

The base pay for this position is

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

DIVISION:

LOCATION:

ADDITIONAL LOCATIONS:

WORK SHIFT:

TRAVEL:

MEDICAL SURVEILLANCE:

SIGNIFICANT WORK ACTIVITIES:

Talent Outsourcing Channel Solutions is a leading outsourcing company that specializes in providing exceptional customer service solutions. We are currently seeking an experienced and motivated Account Manager to join our team. As an Account Manager, you will be responsible for managing and building relationships with our key clients.

Responsibilities

• Build and maintain strong relationships with clients
• Understand client needs and objectives
• Develop account strategies to meet client goals
• Serve as the primary point of contact for clients
• Negotiate contracts and agreements
• Monitor and track account performance
• Identify new business opportunities and upsell services to clients
• Collaborate with internal teams to ensure client satisfaction

• Preferably 2-3yrs experience as a Account Manager/Account POC.
• In-depth knowledge of performance metrics.
• Solid computer skills, especially MS Excel.
• Excellent communication and leadership skills.
• Organizational and time-management skills.

• Salary plus high Incentives

• Paid training

• HMO benefits

• Government mandated benefits

• Paid leaves and many more

Account Manager / Client Experience Manager

JOB DESCRIPTION

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

We’re looking for a self-starter, hard-working, and dedicated team member to jump in and be a key part of our Client Experience team. 

In this role, you are responsible for maintaining and nurturing Boldr’s Client relationships as well as developing and empowering Boldr’s Team Captains to be successful in their role. You will act as a business owner taking full accountability for the success of your Client and teams, ensuring they are fully equipped to meet our commitments to our Clients and doing so with the highest level of quality. 

You will help foster a healthy working environment for our team members. You will represent Boldr to our Clients and act as our internal Client across various departments. You will need to be laser-focused on our operational performance and comfortable with the management of global teams on a daily basis. 

You will be responsible for day-to-day Client communication, performance reporting, training, and escalation management. Having an eye for details will be important as you’ll be maintaining all Client Success tools and procedures. 

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DO

Processes

• Develop and maintain an authentic relationship with all the Client and internal stakeholders.
• Execute daily and weekly reviews of our operational performance with Client stakeholders and Boldr leadership.
• Ability to work seamlessly with different departments namely: Implementation, Client Solutions, Finance, IT, People Experience and Office Operations.
• Communicating and resolving basic to complex inquiries and concerns in an accurate, valid, complete, and timely manner. 
• Create and manage Client contracts such as MSAs and SLAs. 
• Manage a team of Team Captains and monitor compliance against SLAs and achievement of Client KPIs.
• Root cause analysis, planning and execution to ensure KPIs are met
• Partner with Team Captains to ensure documentation is constantly updated and identification of process improvements are sourced with the TC and their team.
• Facilitate Client Business Reviews in partnership with your SBU Head and organize the Boldr team to create these reviews.
• Develop, maintain, and leverage relationships and networks within the Client organization to identify and develop business growth opportunities
• Update Hubspot deal cards and ensure all necessary items are appropriately invoiced.
• Follow up with clients on invoicing, pricing discrepancies, and other billing-related issues. 

People Management

• Supervise and develop Team Captains through guidance, observation, and performance management activities. 
• As needed, joins the Team Captain on calls with the Client, team huddles or coaching sessions to stay up to date with all Client and team developments. 
• This also provides an opportunity to observe the Team Captain’s presentation, Client communication and coaching skills. 
• Taking steps to ensure learning and growth through development plans and, when necessary, progressive counseling. 
• Promote and foster a culture of continuous improvement by providing positive and constructive feedback to team members.
• Establish, promote, and maintain the Boldr culture within the organization. 
• Understand employee career growth aspirations to enable matching Boldr’s needs with employee abilities.
• Act as the escalation point for the Team Captains and Senior Team Captains.
• Responsible for upholding our organization’s values throughout the workplace
• Monitor achievement of internal and external KPI’s and ensure Operational Excellence
• Identify performance issues, conduct root cause analysis, and work with operations to improve performance on KPIs through motivating, guiding, and holding local operations managers accountable for following SLA. 

Tools, Administration, and Reporting

• Familiarity with Google Suite of Services is a must for this role
• Gmail, Drive, Sheets, Slides, and Docs are used heavily in Boldr
• Experience with Hubspot is a plus.
• Maintain Client schedule (Weekly Updates, MBRs, QBRs, Implementations) and collect feedback and drive necessary actions to completion

Training

• Coordinate necessary training and best practices related to Tools and Processes
• Onboard new hires to ensure they are fully ready to succeed in their role.
• Lean six sigma knowledge and/or certification is a plus

Ongoing support and knowledge sharing

• Obtain feedback from Clients and team members on processes and tools to ensure continuous improvement
• Provides input and communication to drive Client Success improvement, for all Clients, enterprise-wide.

WHAT WE’LL LIKE ABOUT YOU

 YOU ARE…

• Curious and authentic, just like us! #beboldr 

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction.
• Proactive and self-motivated
• Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team. 
• A servant leader
• Confident, yet humble
• Aware of your strengths and AFIs
• Knowledgeable but not afraid to ask questions or ask for help
• A quick learner
• Adept at giving as well as taking direction
• Responsive
• Able to understand and prepare for the impact of a simple “yes”; able to provide alternative solutions when “no” is necessary
• Able to DO and DELEGATE; understand the different circumstances where each is necessary
• Purposeful with a sense of urgency
• Able to connect with team members, Clients and internal customers
• Able to manage conflict, redirect differences towards a common goal

YOU HAVE…

• 2+ years in a Client facing role (Ops manager)
• Must have worked on A health care account within BPO.
• 2+ years knowledge of BPO,  Staffing, Tech, or other Business Service  Industries .
• 2+ years people management experience.
• Manipulate Excel or Google Sheets and will be helpful with the reporting work you’ll be responsible for. 
• Create dashboard and provide visibility to stakeholders
• Identify root causes, design and execute action plans
• Focus on listening and understanding what other people are saying, ask questions as appropriate, and not interrupt at inappropriate times.
• Maintain an open dialogue with the organization's external and internal Client partners in both positive and negative situations.
• Read, research, and draft letters, emails,  and documents.
• Identify complex problems and review related information to develop and evaluate options and implement solutions.
• Speaking in a public setting and delivering presentations to individuals and groups.
• Cope effectively with losses or rejections by moving on to other challenges and learning from past experiences.