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ConsultaConsultant, Project/Program Managementnt Business Operations

Kawasaki, Japan 掲載日 01/06/2020

Job Family Summary

Leads and manages Initiatives related to Business KPI or projects involving cross-functional teams focused on delivery of internal processes or administrative systems. Oversees plans and directs schedules as well as project budgets. Monitors programs/projects from initiation through delivery and interfacing with internal customers or department personnel. Organizes project activities and interdepartmental meetings; ensures communication facilitates completion of the program/project on schedule and within budget constraints.

Principal Accountabilities

Directs the efforts of others to achieve strategic and operational objectives of the group. Manages multiple projects, within given constraints of time, budget and quality. Ensures the scope, schedule, and costs are reasonable and achievable & allocates work among project management team. Conducts periodic reviews with stake holders to ensure each Initiative or relevant KPI is on track, interacts with business owners to ensure their needs are being met. Brings together different functional perspectives both within and outside the project teams. Ensures all project documentation is kept up to date and communicated to the relevant stakeholders on a timely basis. Oversees projects through implementation and ensures sustainability, Individual will also be responsible to coach and mentor junior team members to support overall team success.

Job Title - Consultant, Project/Program Management

Typically, responsible for multiple initiatives leading to Process or tools enablement and improvisations. Provides professional thought and technical leadership. Impact is on multiple functions or processes and typically of regional /global scope. Interacts with multiple executive customers. Identifies and drives high impact projects. Partners with cross-functional stakeholders and leaders. Defines and drives strategic direction for group. Involved in making complex decisions and involved with projects which typically have organization-wide impact. Candidate should have strong understanding of Contact Center Business operations, KPI’s , Project life cycle .


Expert ability to lead /direct multiple large project teams simultaneously.

Cross-Functional & Customer Service skills. Mentoring/Coaching skills.

Understanding of Customer Support Services business pain points/ gaps and their impact and on the customer and Business.  

Ability to influence others to achieve results

Highly proficient in Project /Program Management.

Executive level Presentations Skills (Preparation & Deliverance).

Advanced working knowledge of Microsoft Office products.

Good understanding of Enterprise products and technology

Outstanding communication & problem-solving skills.

Ability to priorities and complete tasks within tight time frames to meets deadlines.

High attention to detail, strong analytical skills, with a methodical thorough approach.

Strong planning and organisational skills.

Business acumen and financial acumen, build CBA and able to tie benefits end to end ..

Strong interpersonal skills, good Team Player, self-starting, self-motivated.

Result orientated and customer focused.

Ability to demonstrate initiative and good judgment in resolving issues affecting both internal and external customer satisfaction.

A relationship builder with a proven track record of dealing with people in a dynamic and pressurized environment

Ability to demonstrate initiative and good judgment in resolving issues affecting both internal and external customer satisfaction.

A relationship builder with a proven track record of dealing with people in a dynamic and pressurized environment.

Education and Experience

Typically 15+ years of relevant experience or equivalent combination of education and work experience

Typically requires 7+ years diversified planning, communication, organization and people management and motivation skill (or equivalent experience)

In-depth working knowledge of the frontline technical support processes and regional complexities  

Proven Global experience on leading highly complex programs to Successful outcomes

Experience of the global support landscape and building successful networks

Strong Knowledge of Business processes, Tools and basic financials

Proficient in English written and oral communication

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Job Family: Business-Support Professional-Services Global-Services Program-Management Job ID: R051201









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