Job details:
Program Service Delivery
- Monitor the programs WIP (On hold rate, TET, TAT%, cancel rate) by following up Tableau WIP daily.
- KPI Monitoring -Review program client KPIs on daily/ weekly basis and reporting, initiate a discussion within the team and escalate to line manager when there is any common KPI issues globally, escalate to site GM for improvement whenever necessary.
- Data mining and data analysis whenever necessary.
- Update program instructions clearly and precisely in PAID, SI.
- Critically assess the impact & consequences when implementing manual work to automation. Pre-engagement with related stakeholders (Operations or IT or Global Technical Service department, etc.) for complex program changes to assess the feasibility and deploy the program changes in the most effective and efficient way for operationalization.
- Coordinate with protocol team for client protocol update.
- Engage with lab operations globally by direct phone & Teams calls for program challenges and resolution.
- Participate in PSD weekly meeting and prepare presentation materials like program update, KPI, key challenges, program issues.
- Arrange regular calls, discussions and meetings with KAM for program updates.
- Arrange Program Training and Deployment with labs. Assist in design, develop and conduct a success program operationalization training
- Complete MyLearning courses in a timely manner.
- Follow the tasks assigned by the company.
- Follow ad-hoc projects assigned by management.
- Understand account priorities and initiatives. Proactively work out a strategy with KAM to reduce the risk impact to the company and maximize potential opportunities. Regular review with client if necessary.
Client engagement
- Attend client meeting (Teams/ at client office). Prepare QBR for service delivery & review the details with client. Follow up with relevant stakeholders for the action items after client meeting.
- Prepare meeting minutes for the Senior Director, Global Quality and Program Service Delivery after meeting.
- Arrange technical review meetings with Global Technical Services team at client local office whenever necessary.
- Prepare daily/ weekly/ monthly/ quarterly/ yearly data request upon client request.
- Understand client challenges and partner with the client directly via face-to-face meetings or phone calls to work out solutions between the client and operations at the best interest.
Program change management
- Understand client's requirement and initiate the program change – program design and/ or re-design.
- Lead the program change by engaging with the internal customer (KAM or CRM) and understand the program requirements. Use the default to the greatest extent, identify the best solution to make a balance between client and company.
Programming Issues
- Assess program issues to identify potential risks for all his/her global programs, initiate preventive actions to other programs.
- Handle program issue and update issue platform timely.
- Validate CAR quality and ensure the action points are effective to avoid repeated errors. Initiate CAR review call with site GM whenever necessary.
- Regular review with Ops manager to ensure the issue is resolved.
- Identify common issues and prevent similar issues to other programs. Initiate and drive the program audit, technical audit, In-line QC audit by working with related processes & stakeholders when necessary.
Account Change risk/growth assessment and initiative
- Coordinate with BV teams when there is a major client change such as structural change and strategic changes.
System Utilization
- Utilize BV systems as tools to monitor program KPIs (e.g. MIS dashboard, Tableau) and prepare standardized summary for client upon request.
- Assess BV systems and team up with IT /Global Technical Service departments to develop a client specific tool, providing solutions to client as partners in the most efficient way
- High proficiency in all BV systems and able to work on IT EDI projects. Fully understand the OTRD process and set up BVOS for client including PD function.
Job Requirements:
- Degree holder or above.
- Over 5 years working experience in total, preferably with program management in consumer product testing, quality assurance, process / quality engineering or design for manufacturability experience in hardgoods/furnitures/Toys
- Sense of urgency and knowing when to escalate.
- Able to work under pressure.
- Logical thinking, able to analyze data and look for trends.
- Strong analytical, problem-solving, and critical thinking skills.
- Good team leader and team player with strong interpersonal and communications skills.
- Good planning, organizing, project management, follow through execution and process improvement skills.
- Good verbal and written communication and presentation skills.
- Fluent in written and spoken English and Cantonese / Mandarin preferable.
- Familiar with MS Office & Excel applications.
- Self-motivated, responsible, patient, customer-oriented and detail-oriented.
