10 - Customer Program Manager 2

General Overview

Functional Area:  OPS - Operations
Career Stream:  CPM - Customer Program Management
Role:  Manager 2
SAP Short Name:  MG2
Job Title:  Customer Program Manager 2
Job Code:  MG2-OPS-CPM
Job Level:  Band 10
Direct/Indirect Indicator:  Indirect

Summary

Provides direct and indirect supervision to subordinate team leaders and professional employees performing diverse roles. This includes establishing three to five year plans/objectives, and developing policies for the function/unit. Accountable for dept results and for activities or projects involving multi-functional teams. Work requires application of in-depth knowledge of professional standards and precedents in area of specialty. Receives assignments in the form of objectives and sets goals to achieve objectives. Establishes and recommends changes to policies. Develops or assists in the development of department budgets and goals. Erroneous decisions or failure to achieve goals results in additional costs and personnel, and serious delays in overall schedules. Provides direct supervision to others, or indirect through subordinate supervisors, and coordinates the activities of a section or department with responsibility for results in terms of costs, methods, and employees. Makes hiring and firing decisions. Reviews employees performance and recommends employee compensation; coaches for improved performance and disciplines as necessary. Provides final approval for subordinate managers/supervisors salary and performance recommendations. Builds cross-functional relationships where persuasive skills, negotiation skills, and considerable tact are required to gain support. Interacts directly with subordinates and peer groups; interfaces with senior managers on issues related to the area of expertise. Maintains positive relationships with key customers, suppliers, etc., who have a significant impact on the success of the organization

Detailed Description

Performs tasks such as, but not limited to, the following:

• Responsible for meeting and delivering all commercial aspects of the account and, with the support of a multifunctional Customer Focus Team (CFT), coordinating the delivery of products and services aligned to the expectation of the client.
• Focus is on benefit realization, adherence to contract agreements, and managing scope creeps to maintain expected/quoted financial performance while minimising risks and maximising opportunities.
• Be the focal point of communication with customers for the in-charge project
• Coordinate engineering, purchasing, planning and production activities to meet customers’ requests.
• Monitor all phases of projects through various reports and communicate to customers.
• Monitor and ensure the EC team's timely implementation of ECO and communicate cost impact to customers to recover E&O
• Respond to customer inquiries and complaints.
• Monitor and ensure all necessary documentation is received from customers to successfully launch new products and make changes to existing products.
• Ensure profitability of the Program under charge.
• Supervise the various activities of the Program and Planning teams
• To implement and review the cost reduction localization program with the customer.
• Ensure compliance to contract and/or customer-specific requirements/Statement of Work (SOW) and responsible for document additional agreements not included in the contract.
• Develop and maintain business relationships; Maximize customer satisfaction.

Knowledge/Skills/Competencies

• Candidate must possess at least a Bachelor’s Degree, Post Graduate Diploma, or Professional Degree in a related discipline.
• Preferably with at least 8 to 10 years of working experience, especially in a related environment & program management skills and 2 to 3 years of experience in a managerial role.
• Good interpersonal skills for effective communication at all levels, including senior management, customers, suppliers and factory personnel. Pleasant personality and people-oriented
• Numerically inclined with strong logical thinking and business acumen
• Proven experience managing a team and being a team player with a well-developed leadership style and mature personality.
• Working knowledge of SAP is preferred
• Understand the business and can forecast revenue and control costs, ensuring compliance with the quote and contract agreements.
• Ability to read, analyze and interpret technical operations, supply chain and financial reports. Ability to respond to common inquiries or complaints from customers.
• Ability to effectively present information to internal and external executive management.
• Demonstrates expert functional, technical and people and/or process management skills.
• Able to work independently and customer-focused, Positive thinking, independent and able to work under pressure to meet tight deadlines.

Physical Demands

• Duties of this position are performed in a normal office environment.
• Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data.
• Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required.
• Above demands are carried out within the local existing Health and Safety guidelines

Typical Experience

• Seven to ten years of relevant experience

Typical Education

• Bachelor's degree in related field, or consideration of an equivalent combination of education and experience.
• Educational Requirements may vary by Geography

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.