Program Manager

𝐑𝐨𝐥𝐞 𝐒𝐮𝐦𝐦𝐚𝐫𝐲

Office Beacon, a global leader in Business Process Outsourcing (BPO), is seeking an accomplished Program Manager to drive the execution of critical cross-functional initiatives across our India operations and support international expansions, including South Africa. This individual will be responsible for ensuring seamless program delivery, cross-departmental alignment, operational readiness, and cultural integration. The Program Manager will serve as the central execution owner for high-impact training roll outs, on boarding, resource planning, and service standard enforcement. The role requires deep coordination across HR, IT, Sales, Operations, and Facilities, with direct accountability for project timelines, budget adherence, performance metrics, and continuous improvement initiatives.

𝐊𝐞𝐲 𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬

𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜 𝐏𝐫𝐨𝐠𝐫𝐚𝐦 𝐄𝐱𝐞𝐜𝐮𝐭𝐢𝐨𝐧

• Lead the end-to-end execution of strategic programs, including training and onboarding, aligned with business expansion and quality objectives.
• Define and manage program timelines, milestones, resource requirements, and key performance indicators (KPIs).
• Collaborate with Subject Matter Experts (SMEs) to translate SOPs and service standards into scalable operational workflows.
• Conduct post-launch assessments and apply lessons learned to optimize future rollouts.

𝐂𝐫𝐨𝐬𝐬-𝐅𝐮𝐧𝐜𝐭𝐢𝐨𝐧𝐚𝐥 𝐋𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩

• Coordinate seamlessly with internal departments such as HR, IT, Operations, Sales, and Facilities to ensure successful execution of program deliverables.
• Manage cross-functional resourcing (trainers, floaters, infrastructure) and proactively resolve bottlenecks.
• Drive execution governance through structured stand-ups, cadence meetings, and escalation frameworks.

𝐖𝐨𝐫𝐤𝐟𝐨𝐫𝐜𝐞 𝐄𝐧𝐚𝐛𝐥𝐞𝐦𝐞𝐧𝐭 & 𝐓𝐫𝐚𝐢𝐧𝐢𝐧𝐠 𝐎𝐯𝐞𝐫𝐬𝐢𝐠𝐡𝐭

• Oversee the operationalization of training content, ensuring readiness of trainers, tools, and infrastructure.
• Maintain real-time oversight of training delivery, adherence to SOPs, and team readiness metrics.
• Track program health indicators including attendance, knowledge retention, feedback scores, and response to remediation actions.

𝐓𝐚𝐥𝐞𝐧𝐭 𝐂𝐨𝐨𝐫𝐝𝐢𝐧𝐚𝐭𝐢𝐨𝐧 & 𝐎𝐧𝐛𝐨𝐚𝐫𝐝𝐢𝐧𝐠

• Partner with HR to implement a robust hiring funnel aligned to role-specific competency frameworks.
• Ensure seamless onboarding and early-stage performance readiness of new hires

𝐁𝐮𝐝𝐠𝐞𝐭 & 𝐑𝐞𝐬𝐨𝐮𝐫𝐜𝐞 𝐀𝐜𝐜𝐨𝐮𝐧𝐭𝐚𝐛𝐢𝐥𝐢𝐭𝐲

• Own and manage program budgets related to training, hiring logistics, tools, and enablement infrastructure.
• Monitor budget utilization and provide regular reporting to leadership.
• Evaluate and implement cost-effective program delivery models.

𝐏𝐞𝐫𝐟𝐨𝐫𝐦𝐚𝐧𝐜𝐞 𝐑𝐞𝐩𝐨𝐫𝐭𝐢𝐧𝐠 & 𝐒𝐭𝐚𝐤𝐞𝐡𝐨𝐥𝐝𝐞𝐫 𝐄𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭

• Serve as the central point of contact for program-level reporting and executive updates.
• Generate dashboards, risk assessments, and strategic summaries for senior leadership and client-facing discussions.

𝐂𝐮𝐥𝐭𝐮𝐫𝐚𝐥 𝐈𝐧𝐭𝐞𝐠𝐫𝐚𝐭𝐢𝐨𝐧 & 𝐋𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭

• Act as a cultural ambassador during global expansion, particularly in markets such as South Africa.
• Foster local leadership development by mentoring managers and promoting values of ownership, accountability, and collaboration.

𝐂𝐫𝐢𝐬𝐢𝐬 & 𝐑𝐢𝐬𝐤 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭

• Lead proactive and real-time resolution of critical issues such as technology disruptions, resource shortages, and operational delays.
• Ensure business continuity through contingency planning, risk mitigation, and cross-functional response coordination.

𝐐𝐮𝐚𝐥𝐢𝐟𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬 & 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞

• Bachelor’s degree in Business Administration, Operations Management, or a related discipline (Master’s degree preferred).
• Minimum 8 years of experience in program or project management, ideally within the BPO, shared services, or workforce enablement domains.
• Proven track record in managing high-impact, cross-functional programs with multiple stakeholders.
• Experience in scaling operations in emerging markets or multi-location environments is a plus.
• Familiarity with the Promotional Products Industry will be considered an added advantage.
• Strong command of project management tools (e.g., Asana, MS Project).
• Proficiency in Excel, Google Workspace, and data-driven reporting.
• Working knowledge of Learning Management Systems (LMS) and HRIS platforms.
• Excellent analytical, communication, and stakeholder engagement skills.
• PMP, PRINCE2, or Agile certification (preferred but not mandatory).