Program director with manufacturing domain

HCL is a global technology company, home to 211,000+ people across 52 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals including Financial Services, Manufacturing, Technology and Services, Telecom and Media, Retail and CPG, Life Sciences and Healthcare and Public Services.

Position: Program Director

Location: Atlanta, Georgia (Hybrid)- Ready to Travel

Note: Manufacturing domain is must

Role and ResponsibilitiesDirector and has the responsibility for taking ownership of the overall relationship with the customer and serve as an interface between the client and HCL. The Director provides leadership to oversee all functional, technical and process aspects of delivery and day-to-day activities of service delivery function and support teams. Should have rich experience in handling projects across Geo and interested in travelling for business demands.

• Deliver on-time and within budget the contracted promises made to client
• Build relation and proactively engage with clients to address problems and identify opportunities for increasing client satisfaction.
• Partnered with client relations to optimize existing client profitability through business planning & collaboration & deliver increased revenue streams.
• Monitored business & process metrics to measure & manage customer service effectiveness; analyzed and reported departmental income, business trends and employee statistics on a weekly basis.
• Versatile, high-energy professional, successful in achieving business growth objectives within turnaround & rapid changing environment with excellent analytical and problemsolving skills
• Handled large portfolio to manage delivery teams and cross functional/multidisciplinary to performance management goals - Ensure efficient and effective operations across 170+ team size.
• Recently acquired special skills on business development and fin-tech implementing solutions in Procurement and Finance Functions eliminating their pain areas.
• Managed Operations Function related activities in various departments such as Manufacturing, Procurement, Quality Assurance including product development and packaging development.
• Have package development experience. Understand the fundamentals of business process and project management and new product development process. Good analytical capability for trouble shooting.
• Responsible for Y-o-Y revenue growth, should have clarify on cost, margin improvement.
• Should have Steered $11 Mn Annualized Revenue Contract delivering services experience in Packaging, Automobiles & Equipment Finance Portfolio and focused on cost saving target for $400k Annually
• Manage cross functional/multidisciplinary teams deployed onsite as well as remote and ensure efficient and effective service delivery.
• Creating business strategies and proposing implementation methods.
• Manage a culture of continuous improvement by continually fine-tuning and updating systems and processes
• Accountable for delivery processes are in place for each of the relevant service line activities
• Maintain and develop rigorous reporting systems and culture within the team and to the Executive Team
• Participate and drive Operation calls and reviews / weekly / monthly and strategic meeting as per the governance
• Ensure team is clear about their role and responsibilities and have the necessary skills to perform their job effectively
• Ensure service delivery is managed profitably and in-line with our business plan goals
• Periodically monitor the entire team’s Performance Standards
• Should be capable to overcome the attritions.
• Always ensuring the DU complies with all necessary legislation and remains financially solvent,
• Set the vision and long-term goals of the DU. This includes the strategy to achieve that vision, as well as the monitoring of the strategy implementation.
• Point of contact for all service delivery issues/ client escalations
• Identify Skill gaps and plan for training / knowledge adaptation
• Suggests new technologies and design changes
• Manage changes in accordance with scope of work
• Proven ability to write technical reports and program documents and deliver presentations.
• Excellent oral and written communication skills in English and the ability to communicate cross-culturally.
• Should be willing & ability to travel across globe.
• Oversees development of a monitoring and evaluation plan for the successive phases of the project to capture project performance and results.
• Strong experience in delivering IT services for Operational Technology operations
• Strong Experience in delivering managed services and outcome-based services, including centralized and on-site services with large and cross-functional teams
• Strong experience in working with asset intensive industries such mining, oil & gas, refining or petrochemicals
• Previous experience with OEM (ICS, Electrical Equipment, Rotating Equipment, Process Equipment, Network, or others) is very beneficial
• Tenacious and innovative problem solver, will own issues until full resolution
• Strong ability to building relationships with both internal departments and external customers
• Strong negotiation skills, a good level of business awareness and commercial acumen with solid understanding of financial terminology
• Ability to create wow / delighter moments with customers
• Strong organizational, time management and prioritization skills
• Able to take a creative approach to situations and problem solving
• Shows excellent business acumen, understands financial terminology and can demonstrate adapting style and approach to different business contacts
• Self-starter who can create new ideas and challenge complacency
• Able to work in a consultative manner and influence customer decisions to drive engagement

Preferred Skills

• Strategic thinking & Risk management
• Agile process | Scrum certified
• PMP | Six Sigma | Prince2| ITIL certified
• Budgeting experience using JIRA
• Process schedule & workflow management
• Client support & management.
• SAP – BPM
• Business Process | BCP
• Account Management – Salesforce | CRM
• Knowledge of Java web technologies including MVC frameworks (Struts, Tapestry, or AngularJS).
• JDBC | Oracle database
• SOAP Web Services
• Business Process | BCP
• SAP S/4HANA / BI – Reporting Tools
• SQL / Database Management.
• SAP B1 / SAP R/3.

Key Competencies and skills

• Organization Growth Plan
• Ownership and Leadership with proven results driven
• Technical & Commercial Acumen
• Service Review Governance
• IT Standard, Compliancy and Methodology
• Monitoring Delivery
• People management and mentorship
• KPI measurement monitoring and reporting
• Resource managing and scheduling (Analytical/Decision Making capabilities)
• Customer orientation and responsiveness
• Cultivate Up-Sell Opportunities
• Should be a great negotiator

Qualifications and Education Requirements

• Advanced degree (minimum, Master’s degree) in a relevant field from an accredited university
• Overall, 20+ years, with at least 10 years of relevant experience in a large leadership position.