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Director
Affinion Group
Stamford, CT, United States
Job Details - this job has expired, please see similar jobs below
Department:
Global Service Delivery, Business Operations
General Summary
The client/project manager is a dual role that will 1) act as single point of contact to provide seamless interaction with designated clients and 2) be accountable for the overall success of assigned projects.
As Affinion's client advocate and the client's key point of contact, this person is responsible for the client's satisfaction which includes client profit and loss as well as retention and growth for assigned line(s) of business. Additional responsibilities include leading, managing and directing the organization in the client’s service delivery, ensuring that Operations meets or exceeds the SOW requirements and that the Global Service Delivery team meets the operating and financial goals of the company while maintaining and strengthening the client relationship.
As an Affinion project manager, the role will require maintaining strong cross-functional relationships to better track each team’s responsibilities while ensuring all deliverables are completed and filling in any gaps as necessary. The project manager needs to think from the perspective of the best interest of business as a whole.
In both aspects of the position, the role requires the ability to tactically manage numerous complex items while maintaining a strategic view for the business overall. The position requires balancing numerous demands and pressures from different groups within the company and external clients.
Core Responsibilities
• Primary client advocate and point of contact cross-functionally with responsibilities to include:
◦ Effective and timely client communication and escalation
◦ Consistently and successfully deliver assigned launches/ramps of new business/projects
◦ Client program and/or key initiatives enterprise deployment
◦ Partnering w/Operations to deliver / exceed KPI performance
• Drive the strategic planning for both existing and future growth of business
• Responsible for extracting daily defect data analysis, transforming the data and use the findings in reporting to support cost savings initiatives for Connexions Loyalty and Affinion business objectives
• Ensure contract terms are implemented as agreed in the statement of work or contract. Manage client requests for changes or additions to current or new business. Evaluate the operational impact of the request. Determine if the impact is acceptable as is, or requires a change in skill set, resources, and/or pricing of business
• Accountable for leading the successful execution and implementation of projects
• Assist in defining and prioritizing projects
• Recognize deficiencies in client/project deliverable and suggest improvements
• Act as gatekeeper for risk and issue escalation back to the business
• Administer the KPI dashboard production, distribution, and facilitation of KPI performance.
• Partner to monitor and manage the proposal and contract process
• Monitor and manage the efficient processing of all RFP’s and manage responses to large, strategic RFP’s for business the Business Director is assigned
• Facilitate/lead the Client Quarterly Business Review
• Establish client and product metrics to measure operational and financial results.
• Manage scope of work assigned by the client. Manage client requests for changes or addition to process, evaluating the impact on the business and pricing if applicable
• Other duties as assigned
Qualifications and Competencies
• Excellent verbal and written communication skills to analyze, interpret and address customer/project needs
• Detail oriented and accountable for follow-through on deliverables
• Six Sigma / Statistical analysis background
• Strong analytical and problem-solving ability
• Skill and experience in project management
• Excellent MS Office skills including Project, Excel, PowerPoint, and Visio
• Excellent organizational and interpersonal skills to promote team effort
• Ability to work independently, prioritize assignments and meet tight deadlines
• Managing multiple project concurrently (multitasking)
• Minimum five to seven years operational project management experience including experience working closely with cross-functional teams at all levels of organization
• Ability to be flexible and quickly adapt to changing business needs and processes
• Demonstrated leadership of teams that span cross-functional disciplines and the ability to promote cooperation across those groups
• 4 year degree required (BA/BS)
• Occasional travel as needed
Equivalent education or experience may be substituted for any of the above.