Program Manager

IDEMIA; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

IDEMIA in Kuala Lumpur, Malaysia, seeks a Program Manager to lead a multi-disciplinary customer project through the contract lifecycle. You will be the main IDEMIA contact for the customer, aligning teams across delivery, procurement, legal, and support to meet contractual obligations.

You will drive customer satisfaction, monitor KPIs, manage risk, and ensure adherence to contract terms. You will guide the program team to deliver on-time, with healthy margins and compliance, identifying

Responsibilities

• Be IDEMIA's primary customer contact for the customer.
• Proactively seek customer satisfaction by soliciting feedback and pursuing continuous improvement.
• Ensure the customer performs obligations to enable IDEMIA to perform the work.
• Lead IDEMIA's program team (tech project, purchasing, legal, supply, etc.) to achieve objectives.
• Provide vision of success factors and direction to stakeholders, including partners and suppliers.
• Monitor KPIs of the program and manage risk with escalation as needed.

Skills

Program management

Customer relations

Job description

Select how often (in days) to receive an alert:

This role is accountable for the successful management, execution and performance of a customer program throughout the contract lifecycle. The key objectives of this role are customer satisfaction, financial performance and operational compliance that meets or exceeds contractual service-level agreements

Key Missions

• Manages the customer relation by being IDEMIA's primary point of contact for the customer
• Seeks proactively customer satisfaction by soliciting customer feedback and searching for continuous improvement and new opportunities
• Makes sure the customer perform their obligations in order to allow IDEMIA to perform the work
• Leads and supports IDEMIAs program team (technical project team, purchasing, legal, supply, etc.) in order to achieve the program objectives
• Provides vision of key success factors and direction to all internal and external stakeholders, including key partners and key suppliers
• Ensures compliance with customer requirements
• Organizes and plans the work according to Program Management System process (DRIVE)
• Performs the tollgates reviews
• Monitors the KPIs of the Program
• Takes care of risk management
• Identifes issues or risks in collaboration with the technical project managers
• Makes sure mitigation plans are defined, identifies issues requiring escalation or help from the management
• Manages the Program Profit and Loss, gross margin, revenue and invoicing forecasts
• Manages contracts management
• Reinforce and ensures adherence to contract terms and conditions
• Leads autonomously programs of small complexity (small complexity: total contract value under 1M euros, known customers, existing products)
• Leads programs of medium complexity (medium complexity: TCV under 5M of Euros, new customers or highly demanding customer, high level of customization) with support or coaching from another Program Manager