Korn Ferry has partnered with our client on their search for Programme Manager (Spanish Speaking).
Purpose and Contribution to Company Strategy
The Programme Manager LATAM’s primary duties include the planning of key dates along with the clients for the certification process, including the onboarding process, survey dates, offering support, and coordinating the involvement of accounts in the region.
This role centers on enhancing the client's experience and plays a crucial part in improving our operational efficiency and scalability by reinforcing the capabilities of the Certification Cluster.
Key Result Areas and Main Activities
1.Client & Customer Management (External)
* Help manage clients by carrying out support activities, such as portal and user set up. Act as a central reference point among clients, sales team and HR Auditors.
2.Programme Planning
* Set up the planning for the certification process along with the clients, stablishing the survey dates and referential audit period.
* Ensure certification process is executed according to the planning and align any update with the HR Auditor, when necessary.
3.Customer Onboarding
* Walk customers through the basics of the product/service.
* Run the welcome calls for new joiners and new primary contacts.
4.Resolving Customer Issues
* Respond to basic and advanced customer issues such as portal support, operational and technical reports; escalate appropriately.
5.Customer Relationship Management (CRM) Data
* Ensure all key and relevant data is registered and updated in SalesForce.
6.Operational Compliance
* Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
7.Client & Customer Management (Internal)
* Help manage internal clients by carrying out standard activities and providing support to others.
8.Personal Capability Building
* Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
9.Project Close-out and Handover
* Draft elements of product documentation and user training to support handover to business as usual. Contribute to post-project reviews and identification of lessons learned.
10.Product/Service Information
* Provide basic information about the Certification Programme and respond to basic customer questions about the service and its requirements.
Competencies
Company competencies (for everyone):
* Collaboration
* Customer focus
* Global perspective
Key success competencies (in addition to company competencies):
* Ensures accountability
* Communicates effectively
* Action Oriented
* Plans and aligns
* Decision Quality
* Organizational savvy
General Experience
Sound experience and understanding of straightforward procedures or systems (7 to 12 months)