Program Manager

The Program Manager manages and is directly responsible for delivering consultative solutions for tactical/operational service delivery for the dedicated MSP account. Optimizes service to the client in a high quality, cost-effective manner for multiple locations. Oversees, plans, directs and controls phases of the MSP account in order to increase productivity and encourage program growth within a fair and competitive environment. Lead contingent workforce program management for a major aviation client operating in a highly regulated, fast-paced environment. Partner with HR, Procurement, hiring managers, and supplier partners to drive workforce strategy, service delivery, compliance, and operational excellence. Manage stakeholder relationships, supplier performance, workforce reporting, and process improvement initiatives, leveraging data-driven insights to optimize program outcomes, enhance efficiency, and support business objectives.

What you’ll be doing

• Manages client operations and service aspects as well as for the implementation, direction, quality and compliance program adherence, and management of a Managed Service Program (MSP) with multiple sites and suppliers.
• Builds relationships with key decision makers at MSP organization and client enterprise. Establish and maintain rapport with the client. Acts as key contact for overall program management for their specific region/span of control.
• Engages Adecco resources (subject matter experts) and divisions in support of customer objectives.
• Engages non-Adecco resources in the labor supply chain in order to optimize client’s workforce.
• Drives program evolution while keeping with client’s strategic needs and expands program nationally and globally in cooperation with client.
• Coordinates, communicates and leads the change management efforts related to the MSP, both within Adecco and the client.
• Provides customer with regular updates regarding the MSP, including latest industry trends, best practices internally and externally as well as potential program enhancements.
• Provides assigned resources adequate oversight, training and leadership to ensure they reach potential.
• Acts as the day-to-day escalation contact for Program Consultants within the account.
• Designs and implements a team-results oriented culture, reinforcing collective results over individual results.
• Supports MSP to ensure that financial goals and objectives are met or exceeded while ensuring full compliance on all Adecco policies and procedures.
• Works with Business Analyst and other applicable resources to provide accurate, timely and complete performance analyses. Accountable for monthly/quarterly reporting of the MSP on the various metrics that have been established for the program.
• Manages a yearly budget and P&L, including ability to provide monthly commentary on the financial position giving insight into status of achieving financial targets.
• Taking responsibility to challenge unknown costs, deliver revenue, margin and growth vision.
• Assists in the development and implementation of approved business plans for assigned skill sets or business units to maintain/expand sales.
• Oversees and maximizes use of VMS technology to ensure optimum, cost-effective, timely and high quality results.
• Conducts/participates in sales presentations and prepares and/or coordinates the preparation of proposals for new/expanded business.
• Surveys clients regarding perception of service. Visits clients to emphasize quality and service.
• Manages delivery of a quality program to include participation in the program QBR’s with client as well as supplier community.
• Supports the Program Director and/or Supplier Manager in the management of supplier relationships and partnership negotiations.
• Participates in special projects and performs other duties as assigned

About you

Education and experience

• Completion of post-secondary education in related field or 4 years of equivalent experience demonstrating progressive responsibility.
• Lean Six Sigma Green Belt or higher preferred.
• Five (5) years’ work experience, with four (4) years in service level industry and a proven track record measured by increased responsibilities.
• Sales experience is preferred but not required.

Knowledge, skills and abilities:

• Skilled in communicating effectively verbally and in writing, both in one-on-one and in group presentation situations.
• Fluent level of German and English.
• Ability to proactively establish and maintain effective working relationships across the organization.
• Ability to own the P&L within a business and to optimise opportunities in order to increase account growth.
• Proficient with Microsoft Office products, including Word, Excel, Access, PowerPoint, and Outlook.