Senior Programs Associate at Greenlight Planet

The team you would join:

• The Programs team works alongside the other units in the business to reshape critical business processes across and drive digital adoption in the organisation. They are involved in project/pilot management, business process management and continuous improvement while providing insights and data-driven recommendations to the operations.

About the role:

• The Senior Program Associate will work closely with the Operations and Sales teams to ensure the seamless execution of processes in the field and to help work on any technical issues both on the hardware and software side of the field activities. They will also ensure proper management of the logistics surrounding the Easy Buy business in the Country. This person will be travelling to the field occasionally (~20% of the time)

What you would be expected to do:

•  Project Management & Implementation: Develop & assess the project plan, execute the plan, monitor and evaluate projects and make changes as needed. Make data analysis, gather feedback and provide reports
•  Being a link to the other depts and by coordinating complex projects and being the go-to person for any clarities.
•  Handling System administrative activities: Creation/editing of users, pricing groups, SMS setups, archiving of inactive Agents, resolving system related user issues as required
•  System related technical issues: Escalation and follow ups on resolution of Agents system related issues
• Suggests software improvements or process changes
• Raises tickets to system support team and follows up on resolution
•  Product Replacements: Refurbishment of EB DTV faulty components
• Screening and troubleshooting of faulty components
• Reports and keeps track of every single repair or refurbishment done
• Ensures periodic communication is executed with repairs stakeholders across the globe
•  Logistics - Work in collaboration with Marketing & Operations in: Procurement of Agents tools and materials
• Shipment of Agents material and coordination with ABMs
• Reception and shipment of replacement components to ABMs/China for analysis
• Shop/Branch coordination on repairs and replacements
•  Training: Work in collaboration with Training & Knowledge team When requested participates to Staff/Agents trainings providing technical assistance or help to field staff
• Transfer Easy Buy operational knowledge to employees requiring extra coaching
•  Field visits: Ensures field visits are done on a monthly basis at least
• Gets feedback from Agents/ABMs/RBMs on issues  faced in the field
• Reports feedback and ensures follow ups are acted upon
•  New products testing both in the office and the field. He / She will be tasked in ensuring all tests for the new products release both hardware and software functionalities.
•  Building strong commercial relationships with external vendors e.g. software companies, paytv organisations e.t.c
•  Conducting field pilots for the new products / services in the field after testing.
•  Conducting Surveys of the tested products. They should be able to collect comprehensive feedback from all the stakeholders concerned during the test period and generate a detailed report on the same.
•  Sales Agreement Booklet management - Collection & Digitalization ( e.g. issuance and collection of the booklets signed by customers). They should work hand in hand with Shop managers across the country in collecting signed contract books / agreements and do reverse logistics from the agents back to a central warehouse for archiving.
•  Inter-departmental support to ensure business objectives and goals are achieved

You might be a strong candidate if you:

• Bachelor’s Degree preferred, or its  equivalent will be considered with additional 3-4 years of relevant experience
• Project Management Professional, Associate in Project Management, Program Management Professional (PgMP) Certification or its equivalent will be an added advantage

Desired Characteristics

• Have excellent people skills and ability to work with stakeholders with different working styles, priorities and communication styles.
• Can demonstrate excellent time management skills in terms of workload balancing and response time to queries of colleagues.
• Have the ability to evaluate prioritisation of tasks and projects on the go and work on high-impact-low effort items first.
• Have problem-solving ability and fix what’s broken mindset
• Have excellent attention to detail, and also aware that the difference between an “Ok” and “Exceptional” job lies in how much you can spot and work on the important minute details of your tasks.
• Excellent issue-tracking and resolution skills over long periods of time
• Able to handle multiple tasks at the same time without errors and mistakes.
• Can clearly and straight to the point communicate fluently in both written and spoken English and other local languages.