Program Manager

The Program Manager acts as the single point of contact for customers and internal crossfunctional teams, stitching gaps between KAMs and other departments, coordinating seamlessly with external partners to ensure a smooth project flow. By doing so, the Program Manager delivers superior customer experience through proactive communication, early issue identification, and timely resolution with the sole objective of continuously enhancing the customer journey.

Purpose of the Program Manager

• Provide single ownership for the entire customer journey — from order intake to delivery, service stability, invoicing, and collection.
• Bridge all cross-vertical gaps by coordinating Project, Assurance, and Collections so the customer experiences one project, one key contact person.
• Ensure structured governance through cadence calls, MoMs, RACI, dashboards, and timely escalation of risks or red flags.
• Protect service and revenue by improving SLAs, preventing LD, ensuring invoice accuracy, speeding up 0–30collections, and completing reconciliations and UTR mapping.
• Deliver superior customer experience through proactive communication, timely resolutions, clear updates, and regular QBR/MBR interactions.

Core Responsibilities

• Own the complete lifecycle of the account—from order pick-up, execution, service stability, billing accuracy, and finally, payment realization.
• Validate order details and project scope, clarify assumptions, identify gaps early, and ensure all stakeholders have aligned understanding before execution begins.
• Conduct internal & external kick-off calls, set expectations, define objectives, success criteria, and establish a working model with the customer and internal teams.
• Prepare an integrated plan with clearly defined timelines, dependencies, milestones, deliverables, and acceptance criteria.
• Create and maintain a RACI Matrix to ensure clear ownership across teams and external partners.
• Run governance cadence calls (weekly) ensuring structured communication, updated trackers, and published MoMs with owners and due dates.
• Provide proactive communication to customers and internal leadership—highlighting risks, delays, red flags, dependencies, or resource constraints well in advance.
• Coordinate and align all stakeholders (engineering, operations, NOC, vendors/ Partners, finance, billing, collections,) to ensure smooth execution without follow-up fatigue.
• Drive timely closure of activities, monitor slippage, and intervene directly to recover delays or mobilize escalations when required.
• Maintain and regularly update Risk & Issue Registers, implement mitigation plans, and ensure leadership visibility for items needing intervention.
• Resolve high-priority issues by coordinating with internal teams to meet turnaround targets and maintain service continuity for the customer.
• Improve service performance by monitoring SLA adherence, managing repeat issues (SIP), and securing approvals for upgrades like overutilized links.
• Ensure invoice correctness and timely submission, coordinating with billing and finance to avoid queries, rejections, or delays.
• Drive revenue collection by ensuring 0–30 days recovery targets, managing disputes, reconciling data, following up with customers, and enabling faster cash realization.
• Avoid LD (Liquidated Damages) through timely documentation, justification of delays, customer-side dependencies, and strong governance checkpoints.
• Perform financial reconciliations, maintain collection trackers, and map UTRs to order numbers post-payment to ensure proper accounting.
• Conduct governance meetings with customers such as MBRs and QBRs—reviewing performance, risks, service improvements, delivery timelines, and financial status.
• Continuously improve processes, close gaps between verticals, and recommend structural improvements for future Projects.

Core Artifacts the PM Must Maintain

• Scope Document & Program Charter
• RACI Matrix (Project • Assurance • Collections • Finance • Customer)
• Risk & Issue Register + Red Flag tracker
• Stakeholder Communication Plan
• Weekly Status Report (delivery/SLA/collections)
• MoMs for all cadence calls
• Collections Tracker (invoice accuracy, 0–30/60, disputes, UTR mapping, LD prevention)
• Post-Implementation Review

Training Procedure (Enablement Path)

Equip the PM to operate across all three verticals with hands-on tool proficiency and account ownership.

• Project Team Training – ead Project execution, risk/change, acceptance & closure on a live account.
• Master tools and reporting used by the Project vertical.
• Service Assurance Training – Apply project learning within SAM, manage incidents, meet TAT, reduce repeats (SIP), improve SLAs. Learn tools used by SAMs.
• Collections Training – Learn invoicing workflows, accuracy checks, dispute handling, 0–30/60 collections, reconciliation, UTR mapping, and LD avoidance. Get equipped with the tools.

After complete training- allocating the final accounts to Program Manager.

KRAs for Program Managers Ref

Objective

KRA

%

1

Manage end-to-end project delivery

PO delivery as per RFP

25%

2

Assurance management

Repeat reduction (SIP) including identified rings SLA Improvement

25%

3

Collect faster & Zero Bad debt

Collect fast & all what's billed

25%

4

Relationship Management

Retain and grow customer

25%