Program Manager - BPO/KPO

Cimpress India is looking for Program Managers (Non-IT) across India for remote roles.

Must have Skills:

• Bachelors degree; preferably in business or communication
• 2+ years working Experience in Process Excellence.
• 2+ years working as Program/Project Manager (Non-IT background)
• Proven experience managing a team.
• Competency in Microsoft applications including Word, Excel, and Outlook.
• Understanding of project management
• Stakeholder collaboration & relationship management
• Data analytics - identify issues, trends & probable solutions/recommendations
• Effective management & prioritization of workload
• Conflict management
• Excellent in communication skills
• Effective & timely decision making
• Nice to have: Knowledge of Six Sigma or respective philosophy would be added advantage

Must have Behaviors:

• Strong ethical behavior combined with unmatched passion, commitment, and drive for quality excellence
• Adaptable style that is comfortable within a high energy, action-oriented culture
• Risk taking appetite
• Action oriented
• Demonstrates teamwork
• Leadership
• Openness to learn from feedback

Nice to Have Behaviors:

• Learning new technologies
• Self-Awareness (an understanding of own strengths and weaknesses)
• Hands-on and high-energy with an ability to work under tight timelines.
• Innovation mindset

ROLE AND RESPONSIBILITIES

• Act as a POC for the workflow (1 Small/moderate level workflow & 2 Complex or Large workflow) assuming holistic responsibilities pertaining to efficiency and quality of services
• Responsible for timely service delivery of the workflow
• Ensure smooth flow of information across all teams
• Maintain process documentation & ensure its always updated
• Process Optimization (Conduct process reviews to eliminate redundancies and reduction in cost)
• Implement initiatives for continuous improvement in delivered quality
• Maintain standard levels of productivity and encourage innovation for enhancement
• Research on new trends and technologies for remarkable improvement in quality and productivity
• Collaborate on technology projects to reduce efforts and enhance quality (e.g. Stitch-X, Cons app, File Review)
• Develop operational reports and data points to derive useful insights regarding workflow performance in a timely manner
• Effectively collaborate with business stakeholders to encourage team-work & drive workflow review platforms such as MBR, QBR, and so on
• Assume complete responsibilities for service delivery during peak season by creating and implementing readiness plans effectively
• Support New Process (Workflow) Incubation and rollout
• Support initiatives to constantly improve ways of working (e.g. CI Freelancer)
• Implement systems and processes that deliver improvement toward 100% conformance to customer requirements
• Conduct RCAs for various challenges/misses and collaborate with stakeholders to address AOIs identified through RCA
• Initiate & drive innovation within the workflow and organization for process improvement & enhanced customer experience
• Contribute towards OPEX strategy building & implementation
• Develop an evaluation method to assess program strengths and identify areas for improvement

LEADERSHIP/TEAM MANAGEMENT Skills:

• Support efforts to create transparency and enthusiasm for company's vision and mission
• Managing a team with a diverse array of talents and responsibilities - 8 to 10 SMEs / 1 or 2 Program Leads
• Coach & Mentor Program leads to deliver outstanding performance.
• Call out and help team members develop the skills they need in order to deliver outstanding customer value by regular feedback conversations, coaching sessions or team-based learning and exchange opportunities
• Enable individuals and the team to remove impediments that prevent them from exceeding expectations in their work
• Create a fun and engagement-inspiring working environment that encourages personal responsibility and mutual support
• Seek / call out for support from reporting manager and other functions to better meet team members needs and to help them grow through regular feedback
• Make well-informed decisions regarding probationary periods and other employment related matters
• Ensure disciplinary discussions and actions for employees occur in empathetic, transparent, accurate and timely manner
• Encourage the team to proactively come up with improvement ideas and to raise issues regarding processes, systems, tools and performance