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Program & Project Management Supervisor (based in Greystanes)

Primary Location: 5 Basalt Rd , Greystanes, New South Wales - AU, 2145 Job ID 066028

Job Summary

The Program and Project Management Supervisor serves as the primary point of contact for multi-product customer accounts, and support representatives with a portfolio of complex accounts. He/She ensures service reliability and execution, customer retention and growth, and a positive customer relationship with UPS. This position works with divergent teams to, provide issue resolution, response tracking compliance, notification of events impacting the client, process improvements, tracking and tracing services, managing service expectations. He/She facilitates performance meetings, manages standard operating procedures (SOPs) and statements of work (SOWs), and assists in identifying opportunities for account penetration. The Program and Project Management Supervisor documents business processes through the creation of business process maps. He/She analyzes and maps existing processes to establish current status, develops and maps recommended business process improvements, and supports and trains cross-functional groups in process mapping.

Job Responsibilities

  • Provide project support, conduct process analysis, identify Subject Matter Experts (SMEs) to provide expertise and establish the project plan.
  • Review, revise, and obtain sign-off from process project lead on "as-is" maps to confirm and understand current process.
  • Manage multiple customers to monitor service reliability and execution and to ensure customer retention and growth. Prepares for and manages customer review meetings.
  • Identify, resolve, and escalate issues and concerns (i.e., customer visibility systems), track and trace services, and monitor process improvements to ensure customer satisfaction, response tracking compliance, and high level of service quality.
  • Monitor customer satisfaction to identify trends, process improvements, issues, and satisfaction levels. Drive process efficiencies.
  • Manage revenue retention and churn to retain customers and maintain revenue levels. Identify penetration opportunities.
  • Present "to-be" maps and transition plans to senior process project sponsors to obtain buy-in to the "to-be" process map.
  • Track progress of process mapping projects, if needed, to identify improvements and provide further assistance and modifications.
  • Assist with the planning of initiatives and translating high level organizational goals into business plans to meet customer and UPS goals.
  • Assist with monitoring costs against budgetary goals to ensure expenditures are within the budget plan.
  • Assist with monitoring Quality Audits, system implementations and performing data analysis.
  • Determine employee training needs to support continuous development and provides feedback to support performance improvement.
  • Resolve individual and group performance issues in accordance with UPS’s policies and procedures in a timely manner to motivate and foster teamwork.

Job Requirements

  • Possess a Bachelor’s Degree in Logistics / Supply Chain Management / Engineering / Mass Communication. Other disciplines with experience in logistics operations / supply chain management preferable in 3rd Party Logistics, Distribution, Manufacturing or Healthcare environment will be advantageous.
  • Minimum 2 years of relevant warehousing experience performing in a similar capacity is required.
  • Solid negotiation skills with the ability to communicate effectively in English language (both oral and written) and able to work well with stakeholders across all levels.
  • Excellent interpersonal skill which includes conducting presentation to the top management and clients.
  • Exceptional analytical, conceptual, high sensitivity to figures with problem-solving abilities.
  • Strong business acumen, attention to details and excellent planning and organizing skills.
  • Solid project management skills with the ability to oversee all aspects, coordinate, monitor and summarize the progress.
  • An individual who can work autonomously, but also enjoy and thrives in a team environment and embraces teamwork
  • Require demonstrated skills in Microsoft Office Programs (MS Word, MS Excel, MS Powerpoint).
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