Aug 21, 2019
Abbott Nutrition is global leader in the provision of high quality branded nutrition products to consumers.Within the Asia Pacific region, the business is seeking to improve consumer activation & engagement through digital channels and touchpoints to drive higher volumes of consumers thorough all phase of the consumer funnel.
This will be achieved through the implementation of a digital consumer activation ecosystem (based on the salesforce.com suite) across the Asia markets to enable new capabilities.These include CRM, personalized interactions through hyper-segmentation, social connectivity (FB, IG, TW, Whatsapp, Line etc…), social listening & engagement, eCommerce, CMS, DAM, Apps (PG, Geo, eDetailing), Programmatic (incl DMP), SMS/eDM, Digital Analytics, Loyalty & Rewards, Gamification and Contact Center Service Management.
Abbott is seeking an experienced Senior Programme Manager to drive the program across in-scope markets.The Programme Manager will be a key member of the Digital Technology Services function within Abbott helping lead Digital Transformation.This is a global team co-located across 3 locations – APAC, EMEA and US.
The Senior Program Manager will:
Develop, execute and manage Commercial CRM Solution projects within the defined scope for regulated systems within the Software Lifecycle for the healthcare industry complying to regulations around Customer Data, Data Privacy, Cybersecurity, SOX and others.
Develop and execute a work plan using an agile project management methodology by obtaining authorized resources to ensure all activities are performed.
Gather lessons learned and obtain final project approval from sponsor and stakeholders.
Become part of a geographically distributed, cross-functional agile development and operational team that is working on massively scaling cutting edge platform infrastructure.
Develop, execute and manage agile projects within the defined scope in a DevOps delivery model and is responsible to analyze processes, recommend improvements, and write process documentation
Be responsible for executing projects in an agile project management methodology
Expedite, manage and coordinated a multitude of interrelated IT project activities within the constraints of human and financial resources and changing priorities to ensure the successful completion of projects.
Core Job Responsibilities of the Commercial CRM Solutions Senior Project Manager/Program Manager
Initiate and Plan IT Projects: Works with business and IT management to establish project goals, objectives and deliverables.
Project Control: Assess the degree to which changes to scope, issues and risks will affect projects working with department, management and sponsor to gain agreement for resolution. Measure performance to assure the project is progressing as compared to original plan and budget
Executing and Closing Projects: Develops and executes a work plan obtaining authorized resources to ensure all activities are performed. Gather lessons learned and obtain final project approval from sponsor and stakeholders.
Project Communication: Communicate project progress by producing project reports to provide timely and accurate project status and decision support information to Project Team and
Resource and Team Management: Coordinate resources to ensure project needs are addressed and effectively assign tasks and deliverables to team members based upon their abilities.
Quality Management: Responsible for compliance with applicable Corporate and Divisional Policies and procedures
Provide programm management oversight to the Abbott portfolio of projects to ensure that:
the health and wellbeing of the portfolio of assigned projects is maintained;
projects deliver on time and to budget and any required remedial action is taken;
aspects of project performance that needs attention are acted on;
Project Managers provide accurate information and take responsibility for the delivery of their projects;
Abbott Project Management methodology is utilized to manage assigned programs through all phases of the project life cycle to implementation;
inter project dependencies are maintained
any changes to projects (time, scope, resources, etc) are qualified as to impact on the overall portfolio
Project Sponsor is kept informed and updated on all project progress;
Business units have visibility of the project portfolio; its performance and can make informed decisions.
Reporting and Review
Manage the reporting and review process for the Abbott portfolio of projects to ensure that:
Each project is reported on to the Project Sponsor, Enterprise Programme Office and appropriate steering committees as required by relevant policies and procedures;
Visibility of the performance of the portfolio of projects is maintained through pan-Abbott reporting;
Exceptions are highlighted and any slippage against the project plan and appropriate mitigation strategies are advised to the Project Sponsor, EPO and appropriate steering committees;
Project Quality Assurance (QA) reviews and Post Implementation Reviews (PIRs) are performed as required.
Ensuring the project is completed on time, within budget and with the agreed deliverables
Responsible for managing the overall Project Delivery, ensuring delivery plans are defined, resourced and achieved. Will define the delivery approach, agree priorities and resolve key delivery issues.
To help engage the project sponsors to ensure that appropriate business resources are made available as required.
Provide day-to-day direction and leadership for the Solution Lead, OCM Lead, Process Lead and the Business Lead
Developing and implementing corrective plans when the above is not achieved
Ensuring all parties are fully aware of the timing and dependencies of tasks to be performed
Management of financial expenditure within the agreed budget
Managing resource acquisition and allocation: including people, equipment, tools, etc.
Ensuring the proposed business processes are fit for purpose and future-proofed for the business.
Managing the project scope include scope change requests
Providing proactive assistance in managing stakeholder expectations and communicating to management and employees
Manage timely resolution of problems and issues-Manage dependencies, knowledge issues, opportunities and communications across project teams
Escalate issues or risks that cannot be promptly resolved to the Project Sponsor or Steering Committee as appropriate
Consolidate reporting from Solution Lead, OCM Lead, Process Lead and the Business Lead and monitoring and reporting to both the Steering Committee members and the Project team
Ensuring Abbott project standards are followed, particularly with reference to project deliverables
Maintenance of the Project Plan - Maintain the sense of urgency across all project activity
Issues log maintenance, monitoring and progressing
Organising regular meetings, plus the taking and distribution of minutes
Organising workshop facilities and participants
Participating in workshops to record, review and subsequently log issues.
Managing the Business Readiness Assessments.
Managing the cut-over and go-live activities.
Publishing the project communications as required
Confirm the project’s relative priority, and assist accordingly in resolving conflicts re. budgeting, resourcing etc
Coordinating and maintaining project documentation and reporting requirements
Project budget maintenance, monitoring and exception reporting
Raising and logging of purchase requisitions
Collating, authorising and logging of consultants timesheets
Deliver all project reporting and budgeting in accordance with Abbott’s standards for project reporting. Reporting will include reporting against time and cost baselines, reporting of risks and issues, and tracking of project deliverables and activities against baselines.
Skill, Education, Experience
Bachelor degree in Business, Computer Science or related discipline.
Masters in Systems Management with at least 10+ year experience in project management, business systems analysis, or software development preferred
5+ year experience in managing implementation projects of Salesforce CRM systems
Proven experience in overseeing the direction, development, and implementation of CRM software solutions
Strong knowledge of CRM software quality assurance best practices and methodologies
Salesforce CRM administrator certification, as well as certification in at least one of following domains: Sales, Service & Marketing Cloud consultant is definitely a plus
Preferred Certified Agile Project Management methodology – SCRUM, PMI Agile Certified Practitioner, Scaled Agile Framework – SAFe, Agile Certification Institute (ACI), etc.
Having PMP certifications will be an added advantage
Candidate will be providing support for regulated systems requiring strict adherence to SDLC policies and procedures.
Experience in Healthcare Commercial CRM Solutions or similar regulated industries is preferred
Candidate having working experience on regulated systems complying with Customer Data, Data Privacy regulations – like GDPR and similar Data Sovereignty Laws, SOX, Cyber Security.