Overview
The Programme Manager will lead a significant business transformation initiative across multiple regions for a global firm. This role involves coordinating with various regional teams to implement a new unified contact centre that enhances Marketing, Sales, and Admissions processes. The ideal candidate will engage with stakeholders to shape global operating models while ensuring the adoption of best practices across all departments.
Responsibilities
- Lead programme management and governance for a multi-region transformation.
- Oversee the rollout of a unified contact centre solution.
- Drive alignment on business processes, KPIs, and compliance standards.
- Collaborate with HR and business leaders on organisational design and change management.
- Support ITSM and service delivery by ensuring robust support models and data standards.
- Facilitate early-life support within the new operating framework.
- Engage with regional teams to coordinate implementation strategies.
Requirements
- Proven experience in large-scale programme delivery and contact centre transformations.
- Strong stakeholder engagement skills with a focus on operational excellence.
- Familiarity with ITSM principles and service centre environments.
- Ability to collaborate effectively across diverse teams and regions.
- Experience with Hubspot sales and marketing hub is beneficial.
- Strong organisational skills and ability to drive change management initiatives.