About us
GSCF is the leading global provider of working capital technology and alternative capital solutions. The company empowers corporates and their financial institution partners to accelerate growth, unlock liquidity and manage the risk and complexity of the end-to-end working capital cycle. GSCF's innovative Working Capital-as-a-Service offering combines the power of an end-to-end connected capital technology platform with data-driven insights, expert managed services, and alternative capital solutions. GSCF's team of experts operates in over 75 countries, offering a truly global and holistic perspective on working capital efficiency challenges. Visit www.gscf.com to learn more.
Objective of the role
The Program Lead Manager oversees the Program Team surrounding the operations of the assigned programs including customer servicing, service delivery, exceptions processing, program monitoring, risks reporting, team training & leading, program performance reporting.
Role Functions:
- Organize the daily management through the life cycle of the program and prioritize the tasks for the smooth operation of the program(s) within the team.
- Ensure appropriate and timely handling of requests from the program stakeholders.
- Resolve day to day operational issues and initiate appropriate remedial action.
- Ensure services are delivered according to the respective Program Guide as well as compliant with company's policies and guidelines.
- Define the required controls to prevent operational risks and to monitor the performance of the programs.
- Evaluate customer requests as well as define, present and process adequate solutions.
- Manage Change Requests and respective amendments of Program Guide.
- Develop the program to increase efficiency by gradually expanding the level of automation of the processes.
- Perform user acceptance testing and parallel processing.
- Ongoing relationship management with the various stakeholders of the program(s).
- Manage the communication with the programs stakeholders and ensure the adequacy of the communication and that the quality is as per company's policy and culture.
- Ensure that program processes and daily tasks are documented and kept up to date (program manuals, checklists, etc.).
- Ensure all important documents are filed safely.
- Responsible for the quality/security level of the deliverables within the programs.
- Timely reporting/escalating of risks, exceptions, incidents, or new business opportunities that require attention and define risks mitigation plans.
- Train the team on technical and operational system knowhow, client servicing and delivery aspects, working procedures as well as corporate culture.
- Report on program performance to superior and Management when required.
- Refer to Matrix Management Framework which clarify the roles and responsibilities in the matrix structure to ensure effective collaboration and decision-making.
Required Skills and Experience:
- At least 5 years of relevant experience.
- Fluent in English (and other languages as needed).
- Strong leadership skills.
- Thrives in a multi-task environment where there are competing priorities and deadlines/deliverables.
- Ability to remain poised and calm under pressure.
- Excellent communication and organizational skills.
- Structured, fact-based way of work.
- Excellent interpersonal skills.
- Ability to perform duties with the highest level of confidentiality and integrity.
- Pro-activity.
- Ability to adopt to frequent change.
- Ability to demonstrate strong ownership, by taking the lead and driving to resolution of business issues.
