Program Manager (Engineering Excellence)

The Program Manager at IFS in Colombo plays a crucial role in leading the Engineering Excellence team, focusing on enhancing customer support processes and ensuring effective collaboration across R&D and support teams. This position is pivotal in driving improvements and streamlining operations, ultimately contributing to a better customer experience.

To succeed as a Program Manager at IFS, candidates should have 3-5 years of leadership experience in support operations or related fields. Communication, negotiation, and project management skills are essential, while familiarity with Agile practices and tools like ServiceNow and Jira would be beneficial.

The Program Manager is responsible for leading initiatives to enhance customer support practices, facilitating effective issue resolution, and ensuring that teams collaborate effectively in handling customer-reported issues. Their guidance helps create a world-class experience for customers looking for solutions.

A day in the life of a Program Manager at IFS involves coordinating with multiple teams, driving support process improvements, conducting training sessions, and communicating effectively with stakeholders to ensure alignment on projects. It's about leading change and maximizing team efficiency.

IFS fosters a culture of innovation, flexibility, and collaboration. As a Program Manager, you're encouraged to bring your original ideas to life in a diverse environment that values different perspectives and community gathering to promote creativity and belonging.

As a Program Manager at IFS, you will have plenty of opportunities for growth through leadership roles in various projects, mentorship from experienced colleagues, and access to continuous learning programs, ensuring you stay ahead in your career.

IFS promotes a healthy work-life balance by offering a blend of remote and in-office opportunities for its Program Managers, allowing for flexibility in managing personal and professional commitments while ensuring strong connections with the team.

When prioritizing tasks as a Program Manager, I evaluate the urgency and impact of each task on project goals and customer experience. Using a method such as the Eisenhower matrix helps me focus on what is truly important and align with team objectives.

Continuous process improvement is vital in a Program Manager's role. I emphasize a data-driven approach to identify areas needing enhancement, regularly gather feedback from team members, and implement incremental changes to achieve significant results.

To manage cross-functional teams effectively, I utilize open communication strategies, set clear expectations, and leverage collaborative tools to ensure everyone is aligned. I also encourage inclusive discussions, so each team member feels valued and heard.

Handling conflict within a team involves active listening and a focus on the underlying issues. I would facilitate a discussion between the parties involved, guiding them to express their concerns and seek common ground to find a viable resolution.

To develop my team's skills, I assess their strengths and identify areas for improvement. I then provide training sessions, mentor individuals, and encourage collaborative learning experiences that not only build skills but foster team cohesion.

My experience with customer service processes includes creating streamlined workflows, analyzing customer feedback for improvements, and implementing best practices that enhance customer support delivery, leading to high satisfaction rates.

In an Agile environment, I prioritize flexibility and team collaboration. Using Agile methodologies, I facilitate regular stand-up meetings, hold sprint planning sessions, and ensure that we stay aligned on goals while adapting to changes swiftly.

For effective stakeholder management, I maintain open lines of communication, set regular updates, and actively seek feedback to understand their needs. Building strong relationships ensures that I can garner support and align efforts with stakeholder expectations.

One successful change initiative I led involved reengineering the customer support process, where I implemented a new tracking system that resulted in a 30% reduction in response times. Collaborating with the team and providing necessary training was key to this success.

I measure the success of my initiatives through key performance indicators (KPIs) that align with organizational goals. Regularly reviewing these metrics provides insights and allows for necessary adjustments to ensure we continually improve our processes.