Professional Services and Delivery Manager
TechArch
Total des années d'expérience :14 years, 10 Mois
• Managing the delivery of TechArch consulting services into a portfolio of clients by establishing and refining service delivery processes
• Direct and manage project development from beginning to end.
• Define project scope, goals and deliverable that support business goals in collaboration with senior management and stakeholders.
• Develop full-scale project plans and associated communications documents.
• Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion.
• Estimate the resources and participants needed to achieve project goals.
• Structure cost sheets for projects and manage assigned resources
• Determine and assess need for additional staff and/or consultants and make the appropriate recruitment if necessary during project cycle.
• Set and continually manage project expectations with team members and other stakeholders.
• Delegate tasks and responsibilities to appropriate personnel.
• Identify and resolve issues and conflicts within the project team.
• Identify and manage project dependencies and critical path.
• Track project milestones and deliverable.
• Develop and deliver progress reports, proposals, requirements documentation, and presentations.
• Determine the frequency and content of status reports from the project team, analyze results, and troubleshoot problem areas.
• Proactively manage changes in project scope, identify potential crises, and devise contingency plans.
• Define project success criteria and disseminate them to involved parties throughout project life cycle.
• Coach, mentor, motivate and supervise project team members and contractors, and influence
• Conduct project postmortems and create a recommendations report in order to identify successful and unsuccessful project elements.
• Striking a balance between operational and commercial client-facing skills
• Instilling trust & confidence with the client, whilst ensuring that TechArch commercial objectives are achieved
• Generate revenue by coaching staff over 100 employees on effective prospective and lead development strategies.
• Monitor employee productivity and optimize procedures to reduce costs.
• Planning and coordinating project work in reference to the assigned target within a lead time.
• Overseeing the supervision of employees
• Setting and reviewing budgets and managing cost
• Dialogue with clientele about customer service issues or queries
• Review customer reviews and customer related statistics
• Manage and increase the effectiveness and efficiency of Support Services (IT and Finance), through improvements to each function as well as coordination and communication between support and business functions.
• Play a significant role in long-term planning, including an initiative geared toward operational excellence.
• Payroll and overtime management, including tabulation of accrued employee benefits.
• Payroll management, including customer invoices.
• Managing the process of electronic operation, preparation, scanning, re - packing, releasing, indexing and quality check.
• Regular meetings with Customers to meet their requirements.
• Regional availability.
• Inbound/ Outbound In - charge.
• Assure the inbound containers are available for sale on time.
• Ensure transit containers are properly certified, and hard copy records are maintained
• Inbound Customer Complaint (QID).
• Improve the performance of Company’s KPIs \[Case Fill, Order Fill, On Shelf Availability, and On Time Delivery\].
• Reporting the Age Upon dispatch, Arrival, Short & Damages and Freshness reports.
• Control the warehouses capacity.
• New item listing communication with Key Accounts.
• Analyzing age profile of trade stock.
• Update the phase in/ phase out items in system and order form.
• Monitoring the capping process item in system.
• Manage change effectively.
• Handling the activity process - send the quotation for the internal or external activity.
• Regional Availability
• Monitoring daily returns from market.
• Stock Replenishment and assure the availability in route to market project nationally.
• Ordering, Shipping, and Billing Process.
• Monitor & Analyze age profile of trade stock.
• Tracking internal transfers.
• Inbound/Outbound in- charge.
• Assign the monthly meeting with marking team and co-packer to agree and track the monthly activity.
Analyze Monthly Trade Visit report
•Communicate & track the Big8 retail activities
•Issue weekly reports \[OSB for Big8 Retail Acc,
Contact Center report & Trade Visit report\].
•Ensure the adherence of Contact Center Cases Logged
•Daily order follow ups \[releasing, invoicing, picking
and delivering\].
