Senior Manager, Business Program Management
Vanguard
Job Level
Senior
About the role
- Build strong business relationships with their respective accounts by ensuring that client needs and expectations are consistently met and exceeded.
- Manage client complaints and resolve issues effectively and in a timely manner, turning challenges into opportunities for long-term partnerships.
- Manage client usage through proper planning and setting realistic expectations, including increasing usage of under-utilized accounts by working closely with the Executive Assistants.
- Leverage sales experience to identify and capitalize on opportunities for growth within existing accounts.
- Conduct sales calls to potential clients, presenting MySigrid’s offerings and converting leads into business opportunities.
- Promote MySigrid’s values and help maintain a positive working environment for all staff.
- Perform daily health checks on each account’s mailboxes to ensure smooth operations.
- Provide immediate support to all staff relevant to his/her clients, including guidance on processes, SOPs, and daily operations.
- Assist and monitor staff in day-to-day management of work focused on inbox clean-up, task scheduling, and time management.
- Assist and monitor staff in cases of mistakes and learning opportunities, ensuring incidents are promptly reported and resolved.
- Provide coaching and training to staff to promote continuous improvement and professional development.
- Ensure the quality of work for all staff, including specialists, by performing weekly quality audits in compliance with SOPs.
- Ensure that client preferences and information are captured and stored securely in line with SOPs and data protection policies.
- Identify process and knowledge gaps and offer short-term and long-term solutions to address these gaps.
- Conduct initial checks of requested leave dates, ensuring no resource shortages and forwarding them to the manager for final approval.
- Assist management in the roll-out of new processes, policies, or projects as required.
- Take on additional responsibilities assigned by the manager to promote growth and continuous improvement within the team.
Requirements
- Highly organized
- Strong drive to succeed
- Excellent communication and interpersonal skills
- Demonstrate leadership qualities
- High computer literacy and ability to learn new software
- Knowledge of customer success processes
- Patient and an active listener
- At least 1 year in the Customer Service/Success supervisory/team lead role
