Program Manager

Location: Bedfont Lakes, London
Posted On: 10/10/2017
Job Code: Program Manager
Job Description
Reporting to the EMEAR Service Entitlement & Compliance Sr. Manager, the successful candidate will be responsible to execute a Service Compliance program across the EMEAR region to increase service coverage and decrease service costs all the while driving for a more compliant Partner and Customer eco system.

This role is responsible to develop and maintain key partnerships with EMEAR local and corporate stakeholders, including but not limited to regional Service Sales, Service Partners, Finance and Legal, One Services, and peer groups.

This is a great chance to join to work in a critical position that collaborates with senior stakeholders across the business to achieve tangible business results.


Own and lead key relationships with Sales, Operations, One services, Legal and Brand Protection teams to align our strategy within their business
Develop and Execute a programmatic approach to compliance reviews reducing non-compliance and improving service coverage
Determine with peers selection of accounts and ensuring data is in place to support the engagement
Manage the local resources relationships with our chosen vendor, to run compliance reviews across the EMEAR Partner landscape
Be responsible to ensure on time and on quality delivery of compliance reviews from the incumbent vendor
Manage, Review , measure the effectiveness including ROI of the vendor conducted service reviews and where applicable adjust processes, procedure, support model to meet in theatre requirements / key performance metrics
Be part of the overall compliance review process supporting the vendor and partner ( kick off , support and close out)
Lead the opening meeting with the Partner ensuring their understanding of the compliance review
Ensure tracking and on time billing for services rendered
Hold regular meetings with the vendor to ensure accountability and support during the review as required including handling Partner or Internal escalations
Based on the review findings, drive closure of review including negotiations with Partners resulting in restitution and or remediation
Drive remediation plans , including monitoring and tracking performance with partners as required
Enforce Entitlement Policy to maintain high levels of compliance and minimize over delivery
Partner with service sales to translate operational measures into sales opportunities
Undertake diagnostic deep dives to identify trends and remediate new emerging risks, issues or control deficiencies
Provide recommendations for the amendment to policies and procedures and changes to systems in order to prevent or minimize losses
Represent EMEAR on global compliance forum and team meetings sharing both best practice and calling out regional needs.
Be a Service Compliance Advisor within EMEAR

Experience and Qualifications

ACFE credentials or pursuit of ACFE credentials
BA/BS or advanced degree
Experience managing vendors / consultancy relationships
2+ years’ experience in fraud investigations, particularly in the field of services or IT products or insurance, with proven track record
Compliance or legal experience within a Service Operations, Channels or Service Sales environment
Proven experience handling controversial situations and sensitive negotiations

Critical Skills

Strong organizational skills with strong analytics skills, logical thinking, problem solving and decision making skills
Able to work under general supervision, following established procedures and exercising some discretion and latitude in determining techniques and methods necessary to conduct complex services review investigations
Proven leadership skills- Able to influence and persuade
Exceptional negotiation skills and superior written and verbal communication skills
Must have experience leading complex, cross-functional programs in global multi-matrix environment
Strong Collaboration and partnering skills
Category:IT  code:new
Job Requirements
Program Manager

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Contact Details
Annie Christy
E-mail Address