Role purpose Responsible for overseeing programs, developing strategies, policies and guidelines,
developing talent, managing cost effectiveness and ensuring compliance.
15 to 20 years of managing multiple complex projects
Owns the execution of the program as per the agreed timeline and contractual
Manages relationship and communication at a Strategic level (Steer Co meetings,)
Understands the Customer's Business priorities on Transformation
Creates and supervises program plans.
Reviews reports on problems, risks and recommendation for resolution periodically.
Ensures customer satisfaction vis--vis program delivery.
Ensures compliance to internal TCS processes and quality requirements / measures.
Identifies potential risks and classifies based on criticality
Prepares back up plans to mitigate or reduce or eliminate risks or recurrences
Internal Process Develops and institutionalizes best practices/ process
Identifies and implements standard processes and procedures for program initiation
and implementation, management reporting and program effectiveness.
Responsible for ensuring that the relevant competencies are built and kept current in
the delivery group.
Identifies & assigns appropriate roles to Program Managers
Sets reasonable, challenging and clear performance goals for direct reports, monitors
performance & provides appropriate feedback.
Supports & provides guidance to team to achieve personal, team & professional goals.
Tracks competency gaps that exist among team members have & ensures that relevant
learning / appropriate tasks are assigned.
Monitors gaps in ones own required competencies & enrolls for relevant learning to
bridge gaps in competencies.
Creates a development plans vis--vis ones aspirational role in discussion with
Provides direct support by generating and passing the leads to BRM's / GRM's and also
creates a scope for cross-selling solutions.
Provides indirect support by creating marketing case studies or technical support and
provides it to sales team.
Required Candidate profile
Experience 12 to 15 years of managing Projects
Responsibility Indicative Activities
Identifying opportunities and benefits that achieve the organizations
strategic objectives through program implementation
Initiating - Defining the program and constituent projects, and obtaining
agreement from stakeholders
Planning - Defining program scope and developing the program,
including all constituent projects, and all activities that occur within the
Executing - Performing work necessary to achieve the programs
objectives and deliver the programs benefits
Controlling - Monitoring progress, updating program plans as required,
managing change and risk
Closing - Finalizing all program activities, including all constituent
projects, executing transition plan, archiving, obtaining approvals, and
Defining, creating, maximizing, and sustaining the benefits provided by
Capturing stakeholder needs and expectations, gaining and maintaining
stakeholder support, and mitigating/channeling opposition
Establishing processes and procedures for maintaining proactive program
management oversight and decision-making support for applicable policies
and practices throughout the entire program life cycle
Salary: INR 20,00,000 - 35,00,000 PA.
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Senior Management
Employment Type: Full Time, Permanent