Program Manager

MONUMENT IS BUILT ON A COMMITMENT TO OUR PEOPLE AND OUR SHARED VALUES. THROUGH OUR GENUINE PASSION FOR DELIVERY, RELENTLESS PURSUIT OF PERFECTION, AND BOLD DECISION MAKING, WE ARE CREATING A MORE AGILE CONTINGENT WORKFORCE SO BUSINESSES CAN DREAM BIGGER AND ACHIEVE MORE.WE ARE MONUMENTOur passion is helping clients gain full transparency and control of their contingent workforce while achieving best-in-class performance in cost, quality, and compliance. Best of all, we make it easy.Founded in 2003 with a sole focus on Contingent Labor programs and consulting servicesConsultants at our Core – Monument maintains a highly analytical consulting services team which provides a strategic approach unmatched by peer MSPsGlobal MSP with an ecosystem of partners spanning 50 countries and all major regionsVendor neutral model relies upon a trusted partner and supplier communityPartners with industry-leading VMS systemsMore “Gen 1” implementations than any other MSP over the last 5 years.Seamless extension of client HR, sourcing, business units, vendors and contractorsOUR SHARED VALUESEVERYONE MATTERSWE TAKE CARE OF EACH OTHERLEADERSHIP IS HERE TO SERVEHIGH-CHARACTER AND HARD WORK ABOVE ALL ELSEALWAYS KNOW WHERE YOU STANDEXCELLENCE ISN’T THE EXPECTATION, IT’S THE MONUMENT STANDARDPosition Title: Program Manager Position Summary:The Program Manager (PM) is responsible for the management of the day-to-day operations of the client’s Vendor Management (VMS) and Managed Services Program (MSP). The PM will assist the Program Director in developing and establishing standard processes and procedures for day-to-day operations. The PM supervises the day-to-day activities of the account management team and ensures proper service is maintained to support the client’s business requirements and the meeting of all client specified SLAs. The PM is expected to oversee multiple client relationships dependent on client spend/headcount amounts (larger accounts may require a dedicated PM). 10-50% travel (depending on client(s)).Responsibilities:Relationship ManagementDevelop strong relationships with the account manager(s) and coordinator(s) on their teamBuild and maintain professional relationships with the client sponsors for the programBuild and maintain professional relationships with Hiring Managers and Business Line Leaders (Directors and above) within the client’s organizationBridge relationships to C Suite at client organizations for Monument ConsultingBuild strong relationships with Supplier partnersCollaborate within Monument Consulting Account Management and other departmentsServiceSet realistic expectations for operation capabilities and staffFocus on continuous improvement of service deliveryEnsure contractual commitments to client are met and client satisfaction goals are achievedExecute on strategic projects and initiativesCollaborate with internal teams to create EBR and deliver to clientMeet with program sponsors to review action items and create roadmap initiativesParticipate in Program Governance meetings with key client stakeholdersMaintain Client Action LogEnsure client needs and performance requirements are met through consistent, efficient, and effective processesResponds to and resolves program issues and initial service escalations (Client, Monument and Vendor)Ensure compliance with client HR policies, guidelines, and processesMakes Program Director aware of operational resource requirements based on program trends to support ongoing client business fluctuationsMonitors data integrity and participate in Rate Card Refresh exercisesProvide program related reporting and client specific statistics including SLAs to Client and Monument leadershipSupplier ManagementServe as a point of escalation for vendorsMay lead or delegate vendor performance reviewsFocus on continuous improvement of vendor marketplaceCreates strategies for vendor management and executes on supplier rationalizationsWill consult on and participate in vendor forums/roundtablesSupport contract negotiations as necessaryLeadershipCoach/train account management team to assure their ability to deliver superior customer serviceDeliver year end reviews for their teamClarify roles and responsibilities and hold team members accountable to deliveryContinuous review of team structure and workload balanceGuide and develop team members in support of individual career developmentEstablish objectives and conduct performance evaluation of individuals supporting the clientParticipates in and contributes to new client implementations and change requestsWorks with Director and Business Development Director to identify and pursue t client expansion opportunities into new service areas or business linesQualifications:5-7+ years Professional Experience and 3-5+ years MSP-VMS experienceAbility to manage multiple clientsAbility to manage multiple Account Management resourcesCollege Degree or equivalent work experienceSome experience in contracts and SOW preferredCertified Contingent Workforce Professional (CCWP) preferredExpert experience with Microsoft Office and demonstrated proficiencyOutlook – organizing and schedulingWord – documents and proofing/redliningPowerPoint – Building and presentingExcel – using and understanding data sets