Head of Programme Management

Vendor Governance & Performance Accountability- Provide end-to-end oversight of the managed services operation, ensuring achievement of contractual service levels, operational performance, quality, and business outcomes. Lead governance forums, performance reviews, and corrective action planning while holding the vendor accountable for service delivery and continuous improvement.Escalation Management & Operational Risk Mitigation - Serve as the primary point of escalation for broker service issues, operational defects, compliance concerns, and service disruptions. Lead root cause analysis, remediation efforts, and cross-functional coordination to mitigate risks impacting broker experience, commissions, licensing, book-of-business management, and operational accuracy.Strategic Operational Transformation Execution- Direct the transition, stabilization, and ongoing optimization of the vendor supported Broker Services model. Oversee implementation of new processes, automation capabilities, and service enhancements while aligning stakeholders, managing program risks, and ensuring realization of anticipated cost, efficiency, and service quality benefits.Manages large-scale programs or components with multiple workstreams and strategic business goals across departments, functions, or regions with responsibility and accountability for achieving program outcomes from initiation to close-out in an extended or open-ended time frame. Leads the work of large program teams by leading others in coordinating and monitoring internal and/or external resources. Proactively monitors, identifies, and mitigates program risks, issues, and trigger events by developing mitigation plans and strategies. Monitors compliance of program activities by ensuring program plans and team members adhere to relevant policies and procedures. Reviews vendor performance levels, ensures service level agreements are met, and participates in contract negotiations with vendors.Promotes learning in others by communicating information and providing advice to drive projects forward; Listens, responds to, seeks, and addresses performance feedback; influences team members within assigned team or unit. Conducts or oversees business-specific projects by applying deep expertise in subject area; promotes adherence to all procedures and policies. escalates high-priority issues or risks, as appropriate; influences the completion of project tasks by others.Manages large-scale programs or components with multiple workstreams and strategic business goals across departments, functions, or regions with responsibility and accountability for achieving program outcomes from initiation to close-out in an extended or open ended time frame. Develops, analyzes, and manages highly complex program plans which include scope identification and management, schedule, inter-dependencies, and resource forecast. Manages and monitors the program financials of large-scale programs. Monitors program performance to ensure programs effectively deliver maximum long term value or benefit to the organization, and makes adjustments as needed in an uncertain environment where scope may be fluid. Leads program activities related to organizational change management (e.g., development and execution of user adoption, implementation, and training plans) as defined by the program. Drives allocation of resources, establishes schedules, and task assignments to ensure established program management practices are in place. This role may perform project management duties in addition to program management responsibilities.Leads the work of large program teams by monitoring internal and external resources. Delivers performance feedback to team members supervisors.Proactively monitors, identifies, and mitigates program risks, issues, and trigger events by developing mitigation plans and strategies; and resolving or escalating risks or issues as appropriate.Monitors adherence of program activities to policies and procedures by ensuring program plans and team members follow KP, departmental, and/or business line policies and procedures.Ensures the alignment, buy-in, engagement and support of diverse program stakeholders by building and maintaining relationships as well as communicating appropriately with internal customers, third party vendors, senior management, and business leaders; Provides insight to key stakeholders and program sponsors by developing program goals, setting the prioritization of deliverables, discussing involvement of business processes (e.g. program change management, communication) and facilitating decisions necessary for program delivery. Reviews vendor performance levels and ensures service level agreements are met. Partners with Procurement and/or Legal to develop service level and/or scope of work agreements as appropriate. Participates in contract negotiations with vendors and reviews program invoices submitted by vendors for accuracy.Bachelors degree from an accredited college or university and minimum eight (8) years experience in project management or a directly related field, including minimum four (4) years program management experience OR Minimum eleven (11) years experience in project management or a directly related field including minimum four (4) years program management experience.Job Field: Program ManagementJob Type: StandardSchedule: Full-timeJob Level: Individual ContributorTravel: NoEmployee Status: Regular