Manager

The Program Manager owns a key client program end to end making sure Bureau Veritas operations deliver against the clients requirements agreed KPIs and service expectations. The role sits between the client Key Account Management / CRM technical consultants and global operations and keeps the program aligned across the network.

It is not primarily a client-facing role. Around 75% of the work is internal coordinating with operations and laboratories preparing documentation running training and resolving issues with the remaining 25% spent engaging the client to understand expectations and close gaps.

Program & KPI management

• Monitor program KPIs (service delivery turnaround time) on a daily/weekly basis and report on performance.
• Track deviations and drive laboratories and operations to correct them until KPIs recover.
• Produce performance summaries dashboards and ad-hoc analysis for internal stakeholders and when requested the client.

Internal coordination & operations (75% of the role)

• Work hand-in-hand with global operations laboratories KAMs CRM and technical consultants to keep the program running to client standards.
• Translate client requirements into clear operational instructions and ensure they are deployed correctly across the BV network.
• Build strong working relationships with operational teams across countries and cultures.

Client engagement (25%)

• Understand the clients expectations requirements and initiatives.
• Engage with the client to clarify requirements close service gaps and align on priorities.

Issue management & continuous improvement

• Resolve program issues quickly through the relevant internal processes (e.g. IMP / CAR) documenting the problem corrective action and follow-up.
• Assess corrective actions from the clients perspective to ensure they address the root cause.
• Identify recurring problems with labs and operations circulate alerts / hotlists and escalate when needed.
• Coordinate program technical and in-line QC audits and push for simplification and standardization.

Program change management

• Translate client-driven changes into operational requirements and lead their rollout.
• Align internal stakeholders on best practices and default/standard processes.
• Deploy updated program instructions and verify they are implemented correctly across the network.

Training & deployment

• Design and deliver program operationalization training for labs and operations (MyLearning webinars conference and video calls).
• Ensure operational teams understand and consistently apply program requirements.

Systems & tools

• Comfortable with program-monitoring and reporting tools and able to pick up BVs internal systems (BVLabNG ARG ECOM OTRD) quickly.
• Solid Microsoft Office skills particularly Excel PowerPoint and Word.