Programme manager LATAM – 0.8 fte (32 hrs p/w)
Top Employers Institute is the global authority recognising excellence in people practices. We assist companies to accelerate these practices and further enrich their worlds of work. Through the Top Employers programme, participants are audited, certified and recognised as employers of choice. Established more than 30 years ago, Top Employers Institute now certifies over 2,300 organisations in 121 countries. These certified companies positively impact the lives of over 12m employees globally.
Purpose and contribution to the company strategy
Programme manager LATAM’s primary duties include the planning of key dates along with the clients for the certification process, including the onboarding process, survey dates, offering support, and coordinating the involvement of accounts in the region.
This role centres on enhancing the client’s experience and plays a crucial part in improving our operational efficiency and scalability by reinforcing the capabilities of the Certification Cluster.
Key Responsibilities
1. Client & customer management (External)
- Help manage clients by carrying out support activities, such as portal and user set up. Act as a central reference point among clients, sales team and HR Auditors.
2. Programme planning
- Set up the planning for the certification process along with the clients, stablishing the survey dates and referential audit period.
- Ensure certification process is executed according to the planning and align any update with the HR Auditor, when necessary.
3. Customer onboarding
- Walk customers through the basics of the product/service.
- Run the welcome calls for new joiners and new primary contacts.
4. Resolving customer issues
- Respond to basic and advanced customer issues such as portal support, operational and technical reports; escalate appropriately.
5. Customer relationship management (CRM) data
- Ensure all key and relevant data is registered and updated in Sales Force.
6. Operational compliance
- Develop working knowledge of the organization’s policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
7. Client & customer management (Internal)
- Help manage internal clients by carrying out standard activities and providing support to others.
8. Personal capability building
- Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
9. Project close-out and handover
- Draft elements of product documentation and user training to support handover to business as usual. Contribute to post-project reviews and identification of lessons learned.
10. Product/service information
- Provide basic information about the Certification Programme and respond to basic customer questions about the service and its requirements.
Competencies
Company competencies (for everyone):
• Collaboration
• Customer focus
• Global perspective
Key success competencies (in addition to company competencies):
- Ensures accountability
- Communicates effectively
- Action oriented
- Plans and aligns
- Decision quality
- Organizational savvy
Qualification criteria
Education: Bachelor’s degree
Excellent oral and written command Spanish (native/bilingual) and Portuguese (native/bilingual). Fluent in English for internal training and communication.
Sound experience and understanding of straightforward procedures or systems (7 to 12 months).
Experience in a customer focussed role.
You are based in Sao Paulo area and willing to occasionally travel, mostly within America and to Europe.
Top Employers Institute offers
Purposeful Impact. Global Connections. Versatile Working Environment.
At Top Employers Institute, you collaborate with colleagues worldwide as you shape a career focused on enriching the world of work, bringing your best self.
At Top Employers Institute, we believe in:
- Living our human-centric approach (flexible working conditions, including the flexibility to work from home or from the office)
- Thriving in a multicultural environment
- Growing meaningfully
- Leadership culture based on trust
- Plenty of room for initiatives and own responsibility
- We pay you to pay it forward: we grant you 2 days of paid time off for volunteering for causes you care about
- We want you to stay with us: you will enjoy a 4-week sabbatical leave paid by the company after 5 years
- Dynamic and strong international culture (more than 30 nationalities spread over 12 offices all around the world)
- Fast growing (20% YoY revenue growth) and sustainable company (founded 30 years ago)
Top Employers Institute is an Equal Opportunity Employer. We respect and celebrate each other’s differences. We know that a diverse workforce enhances our success. We are conscious that having the freedom to be yourself is the basis of sustainable growth. To us, it doesn’t matter where you were born, what you believe in, how old you are, what you look like, or who you love. We believe that different perspectives and backgrounds actually lift Top Employers Institute to new heights and increase our way of thinking for a better world of work. Join us, as there is a place for you here!