Global Programme Manager

**Global Programme Manager**

Top Employers Institute is the global authority recognising excellence in people practices. We assist companies to accelerate these practices and further enrich their worlds of work. Through the Top Employers programme, participants are audited, certified and recognised as employers of choice. Established more than 30 years ago, Top Employers Institute now certifies over 2,300 organisations in 121 countries. These certified companies positively impact the lives of over 12m employees globally.

**Purpose and Contribution to the Company Strategy**

The Global Programme Manager is responsible for On-boarding, providing Support and Coordination of the participation of group accounts (international contracts). In this role it focuses on the client’s experience and contributes to improving our operational excellence and scalability by strengthening capabilities of the Certification Cluster.

**Key Responsibilities**
- **Client & Customer Management (External)**
- Manage relationships with group accounts and their HQ, and assisting to the Language Programme.
- **Resolving Customer Issues**
- Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as
- **Project Planning**
- Carry out delegated activities to support the production of workstream and project plans that identify and organize all the activities needed to deliver project objectives and that comply with the organization's project management framework.
- **Customer Onboarding**
- Walk customers through the basics of the product/service, connecting the high-value features directly to the customers' pain points.
- **Customer Relationship Management (CRM) Data**
- Schedule follow-up actions and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
- **Customer Needs Clarification**
- Interview the customer, following a complex multi-level script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes.
- **Operational Compliance**
- Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
- **Client & Customer Management (Internal)**
- Help senior colleagues manage internal client and customer relationships by using relevant sales or client systems.
- **Project** **Close-out and Handover**
- Draft elements of product documentation and user training to support handover to business as usual. Contribute to post-project reviews and identification of lessons learned.
- **Continuous Improvement**
- Contribute to reviewing existing operations in own area of work and support in generating new ideas to assist in identifying continuous improvements.
- **Stakeholder Management**
- Support stakeholder engagement by arranging meetings, events, and other stakeholder engagement activities.
- **Product/Service Information**

Provide advanced product/service information.

**Competencies**

Company competencies (for everyone):

- Collaboration
- Customer focus
- Global perspective

**Key success competencies (in addition to company competencies)**:

- Ensures Accountability
- Action Oriented
- Plans and Aligns
- Manages Complexity
- Decision Quality
- Interpersonal Savvy
- Manages Ambiguity
- Business Insight
- Organisational Savvy

**Qualification Criteria**

**General Experience**

Sound experience and understanding of straightforward procedures or systems (7 to 12 months)

**Languages**

English, a second language (German, Dutch or French)

**Top Employers Institute offers**

Purposeful Impact. Global Connections. Versatile Working Environment.
At Top Employers Institute, you collaborate with colleagues worldwide as you shape a career focused on enriching the world of work, bringing your best self.

**At Top Employers Institute, we believe in**:

- Living our human-centric approach (flexible working conditions, including the flexibility to work from home or from the office)
- Thriving in a multicultural environment
- Growing meaningfully
- Leadership culture based on trust
- Plenty of room for initiatives and own responsibility
- We pay you to pay it forward: we grant you 2 days of paid time off for volunteering for causes you care about
- We want you to stay with us: you will enjoy a 4-week sabbatical leave paid by the company after 5 years
- Dynamic and strong international culture (more than 30 nationalities spread over 12 offices all around the world)
- Fast growing (20% YoY revenue growth) and sustainable company (founded 30 years ago)
- Top Employers Institute is an Equal Oppo