Key responsibilities:* Managing all support functions to the operation- Training & Quality- Workforce Management- Data Analytics & Business Insight* Project Co-ordination and Management* Continuous Improvement* Digital Support Channel Lead

As a Program Manager I am the main point of contact for multiple clients. My main role is to manage projects and to ensure we have a strong and positive client relationship whilst taking the responsiblity for objectives and contractual obligations being met.Working closely with the operations, IT teams and senior management I put the processes, tools and agreements in place to maintain a high quality of service for our client customer base.Profile:High-level operational… Show more As a Program Manager I am the main point of contact for multiple clients. My main role is to manage projects and to ensure we have a strong and positive client relationship whilst taking the responsiblity for objectives and contractual obligations being met.Working closely with the operations, IT teams and senior management I put the processes, tools and agreements in place to maintain a high quality of service for our client customer base.Profile:High-level operational management.Business change and developmentClient and Stakeholder ManagementProcess ManagementKey Skills:• Manage client relationship and satisfaction as the main point of contact.• Project management • Manage relationships with global stakeholders - internal and external.• Working with internal management to ensure operational deliverables are met.• Complete financial forecasting.• Produce monthly invoicing.• Process change management.• Provide in depth analysis of clients business whilst offering new solutions for customer experience and operational improvements. • Maintenance of SOW (Contact)• Provide analytical reporting on KPI's and contractual SLA's.• Prepare and deliver regular business reviews - face to face and video conferencing.• Act as project lead for implementing new services and systems development for new and existing clients.• Systems user experience design development expertise. Show less

I was asked to move to Sykes Romania for a secondment to head the operational implementation of a new global strategic account and manage until in a BAU status.• Project lead working to aggressive deadlines• Responsible for meeting GP % in line with internal targets• Working with the client to find growth opportunities in line with their service strategy• Responsible for creation and maintenance of the SOW• Providing financial forecasting for budget controls… Show more I was asked to move to Sykes Romania for a secondment to head the operational implementation of a new global strategic account and manage until in a BAU status.• Project lead working to aggressive deadlines• Responsible for meeting GP % in line with internal targets• Working with the client to find growth opportunities in line with their service strategy• Responsible for creation and maintenance of the SOW• Providing financial forecasting for budget controls. • Produce monthly invoicing.• Manage relationship and satisfaction with client senior management.• Manage relationships with global stakeholders - internal and external.• Provide analytical reporting on KPI's and contractual SLA's.• Prepare and deliver regular business reviews - face to face and video conferencing.• Provide in depth analysis of clients business whilst offering new solutions for customer experience and operational improvements. • Act as operational project lead for implementing the business and systems development Show less

As a Team Leader I was responsible for multiple staff across a variety of teams and skillsets.My main task was to ensure that staff were provided regular feedback on their performance with a clear view to developing individuals to be the best the could be. The objective was to meet our targets collectively and to build an environment in which people could enjoy their work and thrive.

Multiple roles from Agent, Escalation Agent, to Team Leader