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Center Lead- ASK Program (Agartala)

 

Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.

 

Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

 

Purpose

This role is accountable for the successful management, execution and performance of a customer program throughout the contract lifecycle. The key objectives of this role are customer satisfaction, financial performance and operational compliance that meets or exceeds contractual service-level agreements

Key Missions

  • Manages the customer relation by being IDEMIA's primary point of contact for the customer
  • Seeks proactively customer satisfaction by soliciting customer feedback and searching for continuous improvement and new opportunities
  • Makes sure the customer perform their obligations in order to allow IDEMIA to perform the work
  • Leads and supports IDEMIAs program team (technical project team, purchasing, legal, supply, etc.) in order to achieve the program objectives
  • Provides vision of key success factors and direction to all internal and external stakeholders, including key partners and key suppliers
  • Ensures compliance with customer requirements
  • Organizes and plans the work according to Program Management System process (DRIVE)
  • Performs the tollgates reviews
  • Monitors the KPIs of the Program
  • Takes care of risk management
  • Identifes issues or risks in collaboration with the technical project managers
  • Makes sure mitigation plans are defined, identifies issues requiring escalation or help from the management
  • Manages the Program Profit and Loss, gross margin, revenue and invoicing forecasts
  • Manages contracts management
  • Reinforce and ensures adherence to contract terms and conditions
  • Leads programs of medium complexity (medium complexity: TCV under 5M of Euros, new customers or highly demanding customer, high level of customization) with support or coaching from another Program Manager

Profile & Other Information

We are currently looking for Associate Center Lead- Citizen Centric Program at Agartala Location.

 

Experience:

  • Minimum 5 years of experience and atleast 3 years of experience in Customer Relationship Management/ Citizen Centric Program/ Team Lead/ Project Manager/ Public Service Delivery Projects
  • Experience of Working on a Government Project will be added advantage. Experience in Citizen Centric Programs will be preferred.
  • The candidate should have experience in Team Handling.
  • The candidates should have strong interpersonal skills and ability to work in a multi-disciplinary team.
  • Having experience of multi- stakeholder management will be an added advantage.
     

Skills Set :

  • Microsoft Excel, Word, Power point etc.
  • Basic Understanding of IT Hardware & Networking
  • Proficient writing and spoken skills in English and local language.
  • Operations and project execution background
     

Job Description:

  • The candidate will be the overall In-charge of Citizen Centric Program and working as Center Operations Manager.
  • Centre Operation Handling. Ensure Citizen Centric Programs related services to the resident in an efficient manner.
  • Manage the administrative and operational activities of the respective of Citizen Centric Programs.
  • The working hours of the Center Lead: 7 days Operational center ( 1 day week off )
  • The candidate will be responsible for overall P&L Management of the Center and to generate revenue.
  • The candidate will be responsible for Quality & Process Control of the Center.
  • Pursue opportunities to promote the Citizen Centric Program in the city and the state to facilitate the residents.
  • Crowd management, Token Management and Queue Management in inside and outside 
  • Ensure all SLA metrics are met as per agreed SLA norms
  • Liaison with different Govt. department & Authorities across the city to generate more revenue through Citizen Centric Program Camps.
  • Coordination with internal department & stake holders.
  • MIS reporting, Cash Management, Expense Management, Stock Management, Grievance Handling, Training to operators
  • Time Management and Per Kit (Machine / operator) Productivity Management is one of the key role.
  • Monitor attrition and ensure timely replacement of resources at Center.
  • Any other related task as may be required from time to time.

 

By choosing to work at IDEMIA, you will join a unique tech company, offering a wide range of growth opportunities. You will contribute to a safer world, collaborating with an international and global community. We value the diversity of our teams and welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.

 

We deliver cutting edge, future proof innovation that reach the highest technological standards and we’re transforming, fast, to stay a leader in a world that’s changing fast, too.

 

At IDEMIA, people can develop their expertise and feel a sense of ownership and empowerment, in a global environment, as part of a company with the ambition and the ability to change the world.

 

Visit our website to know more about the leader in Identity Technologies

www.idemia.com

Apply now »