Exl Service

  • Engagement Manager - Program Management Consulting

    Job Location US-NY-New York | US-NJ-New Jersey | US-IL-Chicago
    ID
    2018-5690
    Group
    EXL Consulting
    Type
    Regular Full-Time
  • Overview

    The EXL Consulting practice is looking for people who are passionate about helping our clients achieve big things.  Our consultants enjoy building lasting relationships with clients and teammates across the globe.  We work in a collaborative environment bringing various strengths, perspectives and experiences together to solve challenging problems.  We are always looking for curious and bright minds who are excited to take on new and interesting adventures.

    Please visit www.exlservice.com for more information.

    Responsibilities

    We are looking for a seasoned Engagement Manager who has led transformative engagements around Contact Centers in the transportation industry.  As an EXL Engagement Manager, the successful candidate will lead transformational programs, drive change management and regularly interact with senior client executives.  This individual will be able to create and drive programs to achieve results for our clients.  The individual must be a strong leader as well as an analyst who is astute at ensuring that value is derived from the implementation of the program(s).

     

    Leads at least 1-2 project teams of 4+ consultants as well as the client team in all aspects of project execution

    • Manage and lead program set-up and execution, including monitoring and controlling resources, risk, financials and deliverable quality against the goals and objectives of the program(s).
    • Provide Contact Center and transportation industry expertise to deliver business insights, identifying and resolving complex issues critical to clients’ success.
    • Serve as primary client day-to-day contact and ensures client requirements are defined and met.
    • Manages cross-functional team members and subject matter experts, including definition of objectives, oversight of execution and evaluation of performance.
    • Interacts regularly with senior EXL partners and client stakeholders to ensure project is meeting its objectives and solicit feedback on project deliverables.
    • Assists in maintaining ongoing relationship with the client and identifies future engagement opportunities.
    • Actively contributes to business development and to attracting, retaining, developing, and motivating a team of diverse and qualified staff.
    • Is experienced in change management processes.

     

    Program Manager Responsibilities

    The program manager is an individual who can "make things happen" through team building, change management, effective management of client relationships, and attention to detail.  Individual will act as a single point of contact with customers and project teams in order to ensure that projects are completed on time, within budget and to contractual requirements. 

    Individual will lead project teams in the delivery of on-time technology and business solutions, including analysis, design, development, testing, training, installation and transition of post implementation support.  Individual will be responsible for driving organizational change activities that integrate with technology implementations.

    Individual will provide leadership and direction in establishment of standardized project management processes. This entails:

    • Execute and drive adoption of the future state Ominchannel Contact Center vision.
    • Provide functional expertise in at least two of the following: customer service transformation, customer service process implementation, IVR design and implementation, digital customer service technology platforms, contact center forecasting and WFM.
    • Overseeing the project/program baseline development and implementation in a computerized environment that supports reporting (tools might include MS Project or other software productivity tools.
    • Developing and maintaining the project plans through the use of the project work breakdown structures, product backlogs, sprint backlogs,  project and program charters, scope definition, schedules, resource requirements, expenditure schedules, sales forecasts, recording of sales, financial summaries, resource allocation and forecasting as well definition and issuance of relevant reports for clients and management.
    • Working collaboratively with client stakeholders to understand and address constraints promptly, ensuring teams are empowered to execute and deliver to established expectations.
    • Promoting a flexible engagement environment that can handle changes in direction while maintaining focus on delivering value for the client Individual will be expected to anticipate and identify issues that will inhibit attainment of goals and proactively solve those problems. S/he will also coordinate resolution of issues through the use of change management and consensus building. The program manager also oversees client billing. 

    Qualifications

    Must have the following:

    • BS degree and 7+ years of experience managing complex technology projects with at least 3+ years in contact center transformation.
    • Proven ability in driving vision and strategy, transformation, and business outcomes.
    • Experience leveraging Customer Experience centric approaches such as journey maps, pain point identification & moments of truth to drive digital transformation initiatives.
    • Desire to grow professionally in sales, high quality delivery and practice development realms.

    Preferred experience:

    • Experienced with spectrum of offerings across basic automation to machine learning and cognitive RPA capabilities across client projects.
    • Experience in RPA / automation assessment work to drive key automation outcome.
    • White paper authorship or publications are a plus.
    • Agile/Scrum certification and/or PMI certification as well as any change management certification is desired but not required.  

    The candidate for program manager must have excellent planning, problem solving, project management and leadership skills. The ability to communicate effectively with technical personnel as well as management/executives including verbal, formal presentation and written communication skills is essential.

    Ability to travel 50-80% of time based on client project needs.

     

    EEO Statement

    EEO/Minorities/Females/Vets/Disabilities

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