Operations Program Analyst

Program Management and Execution

• End-to-end Project Planning, program management, and coordination (Activities and Resources).
• Responsible for overall project processes and deliverables.
• Project onboarding, daily tracking of performance, proactive communication, and escalation management.
• CSAT: Drive the highest level of customer satisfaction and be a customer reference-able account.
• Zero Escalation: Issue Identification, Resolution, and Stakeholder Management.
• Finance Management: Invoicing, Collection, Account Growth.
• Experience in automation of projects.

Dashboards & Reporting

• Project kick-off, Weekly governance, Documentation, Reports, and dashboards.

Stakeholder Management

• Partnership with Customers and Stakeholders with a customer-focused mindset.

Process and Service Improvements & Identification of New Business

• Process Consultancy and Improvement.
• Project Initiation, Project Planning, and Project Execution.
• Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service.
• Handling Change requests in Project Management.
• Maintain project documentation and course folders, SLAs, and PMS.
• Proactively report to senior management on all technical issues relevant to their area of responsibility.

Skills Required

• Should possess an outstanding working experience of 3+ years with a bachelor's or master's degree in computer science/IT or other affiliated courses.
• Should have sufficient organizational skills and the ability to carry out multiple and intricate tasks.