Manager, Program and Project Management

Overview

IDEMIA Public Security, a division of IDEMIA Group, is the leading provider of secure and trusted biometric-based solutions, transforming public and private organizations across the globe. Our industry-enabled and client-specific solutions draw upon decades of expertise in biometrics to revolutionize the fields of public security, justice and public safety, travel and transport, identity, and access control. Built on privacy and trust, our market-leading iris, fingerprint and facial recognition solutions top independent benchmarking for accuracy, fairness and scalability. These exacting standards enable our clients to build safer, fairer societies where people can live, interact, and move about freely. With 4000+ employees around the world and 150+ partners worldwide, we offer more than just a job - we provide a dynamic environment where innovation thrives, opportunities abound, and your talents are valued. Be part of a global leader shaping the future of biometric based technology. Learn more here.

Responsibilities

Essential Job Functions (includes but is not limited to): Responsible for financial performance of all enrollment services in the territory assigned. This includes utilizing support departments such as Facilities, Partnerships and Sales to:

• Review and understand financial reports, support assessment activities to improve financial reporting
• Develop and execute sales plans, in coordination with Sales team
• Support and execute Profit Improvement Plans, in coordination with Executive, Operations, and Sales team
• Develop and execute marketing and promotional plans, in coordination with Marketing team
• Identify areas for enrollment center expansion, in coordination with Customer Experience and Partnerships teams
• Identify financially underperforming enrollment centers and develop cost improvement plans which could include changes in staffing levels, hours of operation, relocation of facility, renegotiation of fees
• Identify and develop Partner level relationships and incentive plans
• Activity engage in subordinate Training and Development plans
• Evaluate Monthly P&L reports to evaluate and develop improvement plans
• Evaluate Monthly Site level PL to evaluate and develop improvement plans
• Develop and execute employee incentive plans
• Coordinate Competitive analysis and develop actions plans based upon analysis
• Support Pricing recommendations and RFP cycles
• Support the development of the annual budgets and quarterly financial forecasts
• Support management, reporting, and monitoring of departmental KPIs
• Responsible for establishing and directing the maturation of Enrollment Services Division customer service culture, in coordination with Operations Director.
• Responsible for achieving a superior level of customer satisfaction in the territory assigned. Customer include: government agency personnel, applicants, enrollment center partners and enrollment agents. This includes utilizing support department to:
• Provide regular in-person visits to enrollment center locations which will include identifying and executing improvements in the appearance and efficiency of enrollment centers
• Provide regular in-person interaction with government agency personnel; Coordinate corrective action plans as necessary
• Support and achieve all available contract renewals and insure programs are positioned for successful rebid activities, as applicable
• Responsible for effective and efficient enrollment center network operations in the territory assigned.
• Manage team of Customer Service Supervisors responsible for enrollment center day-to-day operations.
• Ensure compliant and quality delivery of enrollment services to applicants.
• Meet territory retail and ancillary sales targets and goals.
• Responsible for Employee Performance objectives, to include performance evaluations, KPI achievement, and hiring/firing evaluation.
• achievement, and hiring/firing evaluation.

Note:  In addition to the Essential Functions, also performs similar work-related duties as assigned.

Qualifications

• Intermediate Proficiency in Microsoft Office (i.e. Word, Excel, PowerPoint, Outlook)
• Basic Proficiency in Microsoft Office (Project and Visio)
• Knowledge of Enrollment Center Operations, Standards, and SOPs
• Ability to achieve compliance to above and motivate others to do so as well
• Strong team player attitude and the ability to work as a member of a virtual team
• Ability to motivate team members to achieve collective goals/standards
• Ability to communicate effectively and persuasively via written or oral communication channels to all levels of management
• Ability t