In this role, you’ll get to:
- Lead a dynamic and talented team of program/project management professionals, who lead and manage projects and programs for our customer service agents, leaders and enabling functions within CEG
- Provide support, guidance and manage performance of our program/project managers on their project planning, implementation, and execution
- Assess individual opportunity areas and provide regular feedback, coaching and arrange upskilling to develop new skills
- Work closely with the key OPS stakeholders to continuously improve agent coaching practices making them more effective and efficient for TMs to deliver
- Identify problems and opportunities, based on data and propose project ideas/solutions to be led by the programs team
- Use data to inform decisions, track and measure the impact of programs tied to business output
- Employ innovative, scalable capability building methods that go beyond the classroom, including self-directed learning, technology-based learning, learning on the job, mobile learning, testing, monitoring, etc
- Work collaboratively with others, contribute as thought partners, and support others’ projects, enabling others’ success
- Set your team’s long-term vision, strategy, and short-term goals to drive maximum impact. Be accountable for your team’s outcomes
- Positively contribute to the overall TD team’s culture of continuous improvement, delivering better together, and enabling others’ success
- Build talent and capability in the team. Support team members’ development through observation and feedback
What you’ll need to succeed:
- At least 10-12 years of experience in learning and talent development / org development projects
- Management consulting experience and exposure to technical projects is a plus
- Exposure to performance support and improvement programs with a focus on coaching is required.
- At least 4 years of Leadership experience with exposure to managing project and people managers is required
- A humble and low-ego approach to leadership
- Proven track record of developing and implementing plans to achieve business goals and objectives with clear and tangible metrics
- Exceptional project management with the ability to manage across multiple concurrent and cross-functional projects
- Ability to analyze business challenges with a data-driven approach and communicate actionable recommendations to business leaders
- Problem solving and Intellectual curiosity
- Strong communication and presentation skills (English)
- Ability to work well with and influence stakeholders at all levels
- Ability to work in a fast-paced, dynamic, multicultural environment managing ambiguity is required
- Eagerness to pitch new ideas, take initiatives, and look for opportunities for improvements
- Strong business acumen and understanding of how organizational structures and dynamics relate to execution
- Facilitating and coaching skills with an ability to articulate messages to a variety of audiences
- Flexibility and a sense of humor are a must.
