The Programme Manager is part of the Global Competence Platform and acts as a coordinator for one or more Client Programmes.
Key responsibilities include:
- Manage the Client’s Programme related operational activities
- Communicate Client requirements and expectations to the network
- Ensure the procedures are followed by the executing affiliates of the network and monitor the effectiveness of procedures across the BA network to ensure delivery of services in line with SGS BA requirements and Client’s expectations.
- Ensure Continuous improvement and promote technical excellence across the network related to the Client’s Programmes
Where a Programme Manager delegates part or all activities to colleagues, they remain responsible for ensuring that all elements are covered.
SPECIFIC RESPONSIBILITES
Programme Set Up
- Organize the development of tools such as procedures, pricing, etc. for the Programme in the SCS Hub
- Provide technical support / guidance to SGS affiliates about implementation and interpretation of Client’s specific requirements.
- Lead the training, development and procedure rollout. Liaise with SCS Managers and Regional Managers where appropriate to make sure the Programme can be executed by (EA) in conformity with the Programme specifications including capacity management.
Client’s Communication
- Act as point of reference for all product related enquiries and work collaboratively with SCS and Sales colleagues to address any issues that may arise
- Liaise with the Client on behalf of SGS as single point of contact for day to day SCS activity
- Management of Client’s complaints: Oversight and review of investigative actions carried out by concerned affiliates and communication of investigation results to the Client.
- Liaise with all relevant parties in accordance with the SCS Global procedures for the management any claim or complaint related to the product.
Monitoring of performance
- Monitoring of Auditors’ performance: Check of thoroughness and soundness of action plans proposed by affiliates to improve performance of local auditors.
- Check of effectiveness of action plan through audit quality review of packages on a random basis.
- Monitoring of affiliate performance: Check and appraisal of action plans proposed by affiliates to improve effectiveness in the execution of the Client’s Programme.
- Technical review for Audit Files from all affiliates as per sample size defined in Annual Management Review meeting.
- Take part in global SCS calls to discuss any relevant topics in relationship with the product he/she manages (by invitation)
Apply and support SGS Integrity policies
- At all times, comply with SGS Code of Integrity and Professional Conduct
- At all times adopt a safe behavior by exercising due regard for health and safety to himself/herself, colleagues and clients, in line with the Company’s policies and procedures
- Where applicable, support the global team in investigating or managing outcomes from investigations in relation to integrity issues.
- Manage any expectations in relation to conflict of interest and impartiality in relation to the Programme.