Role Type Pay Band Location Duration Reports to: Kong, Philippines, Taiwan)

Transcription

1 Role Title CRM Senior Project Manager, East Asia Role Information Role Type Pay Band Location Duration Reports to: Business Delivery 8/E East Asia - Flexible location (Preferred Singapore, Hong FTC to end of Oct 2019 Kong, Philippines, Taiwan) Line managed by: TBC Matrix managed by: CRM B2C Senior Project Manager Role purpose To lead the operational planning, management and delivery of a significant strand of a major programme of work, to ensure achievement of the required impact/margin/timeliness outcomes for the British Council and its clients. About us The British Council is the UK s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with changing lives by creating opportunities, building connections and engendering trust. We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body. Geopolitical/SBU/Function overview: The British Council has an industry-standard global CRM solution, Salesforce, but it is only used by parts of the organisation. We currently have over 520 regular users of global CRM worldwide, approximately half of whom are based in East Asia. It is already an essential system for customer service in the UK, Middle East and North Africa, South Asia and East Asia, and for English sales in East Asia. 90% of current users are working in these areas. There is a smaller group of users working on business-to-business/business-togovernment (B2B/B2G) activities. We have established best practice in key areas of activity, and there is a strong 1 CRM Senior Project Manager, East Asia June 2018 The British Council

2 foundation for further development. Much hard work has been done over the last five years in developing appropriate solutions, and establishing best practice. The CRM programme aims to more fully realise the benefits of global CRM by rolling the system out in an efficient manner across a wider group of business units, departments and geographies. The successful candidate will lead the operational planning and delivery of the East Asia projects within the global CRM Programme. Main opportunities/challenges for this role: Delivery of projects provides the backbone to corporate change activities. These provide the outputs and new tools that either form essential parts of programmes, or are directly taken up and used by business stakeholders to drive business change. The East Asia Senior Project Manager role needs to: Validate adequate and appropriately tested business requirements at the start of project initiation. Ensure appropriate robust project development and scoping, including costs, risks, governance, tolerances and quality. Deliver in line with planned scope and within planned tolerances (eg schedule, funds, quality), including testing, user acceptance, and validation against the original business requirement. Rapid delivery of standard CRM packages across teams and geographies. Ensure that projects are appropriately specified, developed and delivered, including acting as a key agent in transferring good practice and communicating lessons. Ensure that project plans and direction aligns with corporate strategy, policies and processes by understanding the boundaries with the corporate functions. Main Accountabilities: Project management Lead and direct the East Asia strand of the Business-to-Customer (B2C) work stream, ensuring that associated delivery teams are managed effectively to achieve required benefits and outcomes to time, budget and quality. Establish the delivery plan for the major programme strand managed, focusing on the effective coordination of related work streams, ensuring they achieve the required business outcomes (i.e. quality, margin, timeliness, impact). Identify staff development needs across programme strand teams and in conjunction with the Portfolio Resourcing Manager ensure appropriate training and support is in place to enable effective and high quality delivery. Provide high quality and timely expert advice to internal clients. Contribute to successful business improvement planning, and stage gate reviews and programme/project refresh to ensure existing commitments are delivered efficiently and effectively. Performance and resourcing In accordance with agreed plans and targets, ensure the appropriate deployment of resources (BC or externally sourced) to the major programme strand managed, so that Delivery Teams operate efficiently and effectively. 2 CRM Senior Project Manager, East Asia June 2018 The British Council

3 Monitor the achievement of agreed performance targets for Delivery Teams across the major programme strand, taking remedial action where necessary, to ensure agreed client and BC objectives are achieved. Identify and manage project outcomes benefits throughout the delivery of the project to ensure appropriate return on investment is achieved for the British Council. Customers and stakeholders Establish and maintain effective working relationships with a broad range of senior stakeholders, programme/project sponsor(s), end user(s), suppliers' and contractors', to facilitate the smooth running of the programme and ensure alignment of interests. Build and maintain effective relationships with internal partners and stakeholders to ensure effective, integrated and joined-up delivery of programme/major project goals in a complex matrix environment. In conjunction with the project communications resource identify and map the stakeholders and develop the communications plan. Work to ensure that the project plan covers the necessary soft scope to deliver real substantive change, with particular attention to cultural change, embedding change through training and communications and ensuring arrangements are in place to transition to new ways of working, including the implementation of new business processes. Risk and compliance Act as the Project Management discipline lead for the relevant major project(s)/programme strand, ensuring work streams are delivered in line with BC quality standards and BC Project Management methodologies, including adherence to all process and procedures, governance requirements and communication procedures. Deploy client and commercial knowledge and experience to identify and resolve complex problems and define workable business solutions in instances where problems or issues arise, to ensure the British Council and its clients and customers interests are protected. Analysis and reporting Ensure the timely and accurate collation of management information, evaluation and major project reporting, to enable more effective and robust operational planning and decision-making. Review and monitor current and projected operational performance data across the major project(s) strand, to enable the identification of improved ways of working that enhance the efficiency and effectiveness of its delivery. Commercial and financial management Provide project management expertise and advice, as required, to support the shaping of new work for the British Council, ensuring that they are well-planned in terms of delivery model, feasibility of implementation and governance. Key Relationships: 3 CRM Senior Project Manager, East Asia June 2018 The British Council

4 Internal East Asia regional management team East Asia English sales and exams team leads East Asia customer service team leads Head of CRM CRM programme manager and CRM Programme team, including business analyst based in Hong Kong CRM business user group members and other key stakeholders Global Information Systems (GIS) Procurement Role Requirements: Threshold requirements: Assessment stage Passport requirements/ Right to work in country Direct contact or managing staff working with children? Notes Person Specification: Qualifications Right to work in located country in East Asia No Travel will be required Shortlisting N/a Assessment stage Minimum / essential Desirable Assessment Stage Degree level qualification or equivalent professional experience Professional project management qualification(s), such as APMP, PRINCE2, Agile, Waterfall etc. Shortlisting Role Specific Knowledge & Experience Minimum / essential Desirable Assessment Stage Demonstrable experience of leading the delivery of large projects or programme strands across a major part of an organisation and across a significant geographical area. This should include procuring and managing third party supplier and partner arrangements (on a caseby-case basis). Demonstrates the ability to plan, structure and manage the hard scope of a programme that delivers tangible outputs (eg documents, systems, assets). Experience of delivering, system-based projects. Experience of delivering projects within charities, HM Government and private sector (corporate) are all desirable. Experience of developing and quality assuring the business requirement / project specification, and testing against it (technical testing and user acceptance) Shortlisting AND 4 CRM Senior Project Manager, East Asia June 2018 The British Council

5 British Council Core Skills Communicating and influencing (level 4). Uses influencing techniques Uses formal and informal negotiating and motivation techniques to influence others behavior and persuade them to think and act differently, while respecting difference of view and culture. Assessment Stage Shortlisting AND Managing projects (level 4). Leads Larger projects Analyses requirements with the sponsor/stakeholders defining the specification with awareness of equality and diversity impact, planning, revising, implementing and evaluating on medium-tolarge and/or high risk projects, coordinates a diverse team and handles changes in specification or plan to meet unexpected circumstances. Finance and resource management (level 4) Supports budget management Monitors and controls an agreed budget within a defined area, producing reports and analyses and contributing to planning. Managing risk (level 3). Develops the culture Has a track record of analyzing potential risks, promoting risk awareness, and holding others to account for their practices. Commercial and business development (level 4) Plans and deploys resources Negotiates and agrees the resources for a defined area as part of forward planning, monitoring progress and adjusting resources or priorities to meet goals. British Council Behaviours Creating shared purpose (more demanding): Creating energy and clarity so that people want to work purposefully together Assessment Stage Connecting with others (more demanding): Actively appreciating the needs and concerns of myself and others. Being accountable (most demanding): Showing real dedication to the long-term mission of the British Council or the team Making it happen (most demanding): Inspiring others to want to take a specific role as part of a shared purpose Date: June CRM Senior Project Manager, East Asia June 2018 The British Council