Manager

Description

#### **Program Manager CPS** **Role purpose** The Program Manager owns a key client program end to end, making sure Bureau Veritas operations deliver against the client’s requirements, agreed KPIs and service expectations. The role sits between the client, Key Account Management / CRM, technical consultants and global operations, and keeps the program aligned across the network. It is not primarily a client\-facing role. Around 75% of the work is internal — coordinating with operations and laboratories, preparing documentation, running training and resolving issues — with the remaining \~25% spent engaging the client to understand expectations and close gaps. **Key responsibilities** **Program \& KPI management** * Monitor program KPIs (service delivery, turnaround time) on a daily/weekly basis and report on performance. * Track deviations and drive laboratories and operations to correct them until KPIs recover. * Produce performance summaries, dashboards and ad\-hoc analysis for internal stakeholders and, when requested, the client. **Internal coordination \& operations (\~75% of the role)** * Work hand\-in\-hand with global operations, laboratories, KAMs, CRM and technical consultants to keep the program running to client standards. * Translate client requirements into clear operational instructions and ensure they are deployed correctly across the BV network. * Build strong working relationships with operational teams across countries and cultures. **Client engagement (\~25%)** * Understand the client’s expectations, requirements and initiatives. * Engage with the client to clarify requirements, close service gaps and align on priorities. **Issue management \& continuous improvement** * Resolve program issues quickly through the relevant internal processes (e.g. IMP / CAR), documenting the problem, corrective action and follow\-up. * Assess corrective actions from the client’s perspective to ensure they address the root cause. * Identify recurring problems with labs and operations, circulate alerts / hotlists and escalate when needed. * Coordinate program, technical and in\-line QC audits, and push for simplification and standardization. **Program change management** * Translate client\-driven changes into operational requirements and lead their rollout. * Align internal stakeholders on best practices and default/standard processes. * Deploy updated program instructions and verify they are implemented correctly across the network. **Training \& deployment** * Design and deliver program operationalization training for labs and operations (MyLearning, webinars, conference and video calls). * Ensure operational teams understand and consistently apply program requirements. **Systems \& tools** * Comfortable with program\-monitoring and reporting tools, and able to pick up BV’s internal systems (BVLabNG, ARG, ECOM, OTRD) quickly. * Solid Microsoft Office skills, particularly Excel, PowerPoint and Word. * * #### **Job Description and Profile (external)**