Program Manager

The Program Manager will be responsible for leading and managing business operations supporting solitary or multiple clients. This role is critical in the delivery of contractual service level agreements and contributes to overall company profitability. This is a key leadership role responsible for performance management, coaching and development.

Responsibilities:

• Monitors, analyzes and maintains key performance indicators based on client service level agreements. Implements performance improvement plans. Provides leadership team and clients with visibility to KPI reports and supplies actionable insights. 
• Translates client requirements into internal program scorecard. Oversees performance by establishing daily, weekly and monthly team goals. Ensures visibility to frontline and supervisor level scorecard. 
• Act as liaison between Bold Business and its client by maintaining regular communication. Enhance client relationships by recommending process improvement and efficiencies. Steps in to handle escalated issues by providing root cause analysis and resolution in a timely manner. Anticipates client’s needs and proactively delivers on tasks, big or small, necessary to project success.
• Ensures program profitability by consistently monitoring and analyzing volume and staffing and provides strategic and tactical directions based on those insights.  Triggers hiring activities as needed. Helps in the recruitment process by calibrating with Recruitment to align on candidate profiles and assisting in hiring activities.
• Conducts and documents one-on-one coaching sessions, appraisals, and other development activities with his/her direct reports and establishes the same for the team. 
• Provide leadership and guidance to the team and his/her direct reports. Ensures that company standards and policies are being followed. Works with HR to address employee queries and concerns.
• Builds and maintains a positive working environment through team communication and engagement. Ensures rewards and recognition are provided.