Senior program manager Summary job description: Able to manage a project team within Program Management, ensures project and business management is executed appropriately within the team. With personal responsibility for a portfolio, the role holder is the primary client account and relationship manager for KBI PMO, driving business delivery and exemplary client service to maximum benefit for the company in a sustainable manner. The incumbent may provide training and mentorship to others. Client Management: Responsible for relationship and account management for assigned clients/portfolios Cultivates Client relationship and escalates any Client and team concerns through appropriate leadership channels Manages client expectations efficiently. Maintains strong working relationships with all client representatives. Able to mend and/or develop client relationships Support PM-VOC process and work to identify and address opportunities to improve client service Primary point of contact for all Client communications and coordination of third-party vendor and project needs Client Management: Responsible for relationship and account management for assigned clients/portfolios Cultivates Client relationship and escalates any Client and team concerns through appropriate leadership channels Manages client expectations efficiently. Maintains strong working relationships with all client representatives. Able to mend and/or develop client relationships Support PM-VOC process and work to identify and address opportunities to improve client service Primary point of contact for all Client communications and coordination of third-party vendor and project needs Program Management: Manages project timelines through all phases of development, from project award and kick-off through close-out Ensures that projects are conducted on time, within scope and budget, and meet Client agreed- upon quality standards and expectations through cross-functional project team alignment Develops, manages, and updates project plans in a timely manner. Communicates project status, progress, timelines, changes in schedule, scope changes, technical and/or quality issues to all relevant personnel in the company, and with the Client Schedules, facilitates and documents program related client team meetings, including issuance of agenda, action items, meeting minutes, client communications, etc. Leads cross-functional teams without direct authority by casting a clear vision of project objectives/priorities and motivate the team to achieve them. Able to resolve conflict and foster collaborative partnerships with others to achieve peak performance with some assistance from manager or delegate Analyzes risk, establishes contingency plans and identifies trigger events and responsibility for initiating mitigating action. Gathers stakeholder input and ranks the top project risks in terms of total impact Facilitates discussion regarding portfolio priorities (resolving resource conflicts). Business/Financial Management: Schedules and facilitates strategic client discussions and Joint Steering Committee meetings as required with Senior/Executive Leadership participation and support. Generates meeting minutes and actions items for follow-up Manages the technical and strategic development of the program drawing on relevant Technical leadership from across the organization. This process includes generating and presenting resulting proposals and change orders to the client as appropriate Directs and supports the client with project strategy. Able to suggest and be involved in the implementation of improvements to systems and processes; support PMO with PLF readiness as required Manages all contractual and financial aspects of the project, including finalization of change order and subsequent amendments, monthly budget reviews, forecasting, materials review, assessment of work performed and appropriate Client invoicing and vendor payments Assists Business Development Department in development of proposals as needed PMO Support: Acts as a contributing member of Program Management Organization Manage the site goals and objectives (Balanced Score Card) for self and team Leads or contributes to departmental initiatives as appropriate, including procedure development and improvement Cross-site portfolio leadership OR process ownership; work with PMO and local team to continuously improve PM and project delivery practices. May own a PMO process, responsible for training tools and associated change management Represent or deputize for PMO senior staff as required Other duties as required