Program Manager

The Program Manager owns a key client program end to end, making sure Bureau Veritas operations deliver against the client's requirements, agreed KPIs and service expectations. The role sits between the client, Key Account Management / CRM, technical consultants and global operations, and keeps the program aligned across the network.

It is not primarily a client-facing role. Around 75% of the work is internal - coordinating with operations and laboratories, preparing documentation, running training and resolving issues - with the remaining ~25% spent engaging the client to understand expectations and close gaps.

• Monitor program KPIs (service delivery, turnaround time) on a daily/weekly basis and report on performance.
• Track deviations and drive laboratories and operations to correct them until KPIs recover.
• Produce performance summaries, dashboards and ad-hoc analysis for internal stakeholders and, when requested, the client.
• Work hand-in-hand with global operations, laboratories, KAMs, CRM and technical consultants to keep the program running to client standards.
• Translate client requirements into clear operational instructions and ensure they are deployed correctly across the BV network.
• Build strong working relationships with operational teams across countries and cultures.
• Understand the client's expectations, requirements and initiatives.
• Engage with the client to clarify requirements, close service gaps and align on priorities.
• Resolve program issues quickly through the relevant internal processes (e.g. IMP / CAR), documenting the problem, corrective action and follow-up.
• Assess corrective actions from the client's perspective to ensure they address the root cause.
• Identify recurring problems with labs and operations, circulate alerts / hotlists and escalate when needed.
• Coordinate program, technical and in-line QC audits, and push for simplification and standardization.
• Translate client-driven changes into operational requirements and lead their rollout.
• Align internal stakeholders on best practices and default/standard processes.
• Deploy updated program instructions and verify they are implemented correctly across the network.
• Design and deliver program operationalization training for labs and operations (MyLearning, webinars, conference and video calls).
• Ensure operational teams understand and consistently apply program requirements.