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Program Coordinator

Taguig City, Philippines

Job ID: 6780

Date published: 23-Aug-2018

SUMMARY:

As the Program Coordinator you will engage in providing support to managers preparing to start a vendor engagement, providing an intake call to review the scope of work, identify possible risks/concerns, and guiding the manager through the next steps of the process.  


ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Achieve excellent customer satisfaction and exceed client expectations
  • Build strong relationships with all stakeholders (client, suppliers, MSP team)
  • Support onboarding activities including mailers, compliance and orientations

Vendor / Contractor Operations:
  • Act as Service Support Centre ambassador and subject matter expert
  • Oversee management of case management system for allocation of tasks and escalation cases
  • Process workforce management tasks at volume and within SLA
  • Oversee delivery of worker onboarding activities such as orientations and compliance
  • Oversee delivery of recruitment activities such as resume screening and interview scheduling
  • Act as escalation POC for team activities, and follow through to resolution
  • Build relationships with stakeholders and suppliers to drive efficiencies in tactical operations
  • Ensure highest levels of customer service are provided and maintained

Optimization & Collaboration:
  • Strategically align with global team to ensure transparency and consistency of cross-regional delivery
  • Drive operational evolution through global collaboration for design of efficiency initiatives/gains
  • Proactively analyze data to uncover opportunities for process optimization
  • Proactively conduct quality audits to identify gaps/misses and areas for ongoing review/development
  • Identify improvement ideas via the strategic use of VMS and client technologies
  • Participate in stakeholder discussions presenting metrics and work examples. Additionally, be prepared to explain processes, discuss achievements, address change impacts and identify value adds

Reporting & Analysis:
  • Work to provide accurate, timely and complete performance analyses
  • Conduct root cause analysis and build solid recommendations/outcomes
  • Conduct regular quality audits and checks, and report on findings
  • Contribute to monthly and quarterly business reviews via metrics and compliance reporting
  • Review team output for trending and peaks/troughs


EDUCATION/EXPERIENCE & OTHER POSITION REQUIREMENTS:
  • Bachelor's Degree holder or relevant work experience
  • At least 2 years of work experience in data management
  • Exposure to HR, recruiting, training and/or service environment/s ideal
  • Track record of increased responsibility and trajectory, ideally in a mid-level management position
  • Effective people management skills, motivated by collaboration and teamwork
  • Quality customer service, always focusing on the solution
  • Impeccable communication (written/verbal) skills in English (mandatory) + Japanese (ideal)
  • Ability to work flexibly and independently, and can think on your feet
  • Analytical ability to review data/reports and identify trends
  • Self aware, good judgement, strength of character
  • Strong Excel; MAC/Google Docs; VMS/ATS experience
We are an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.