Senior Client Services Program Manager - NICE Actimize

At NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

We're looking for a Senior Program Manager to join us at NICE Actimize. You'll be responsible for managing programs for some of our most prestigious clients & leading on client engagements across South Africa.

How will you make an impact?

• Responsible for leading and managing multiple complex customer facing IT projects and programs to assure a high quality and timely delivery of products and services with specific focus on customer satisfaction and the development of long-term client relationships.
• Responsible for the commercial success of engagements and ensuring that revenue and margins are maintained throughout the delivery and demonstrate commercial urgency in identifying and pursuing opportunities for Extension Services and Value Added Services.
• This role demands timely and effective communications with internal stakeholders and at a senior level with customers across multiple programs. Working closely with customers, managing their expectations, and ensuring that projects are successfully completed within budget, to agreed time scales, and are perceived as successful by clients, leading to positive CSAT scores.
• Energetic, committed and enthusiastic, with the ability to prioritise and take ownership of complex situations and manage them to a successful conclusion. Support, empower, motivate and inspire others to excel in their performance and achievements, and help them to make a positive contribution to the continuous improvement of project processes.

Have you got what it takes?

• Must have highly developed soft skills and be capable of excellent stakeholder management while having the gravitas needed to build long term relationships to develop revenue streams and continued success for clients.
• Must be experienced in working in internationally distributed matrix management structures.
• Must be highly organised, resilient, proactive, articulate, understand the larger picture and commercially aware, and able to lead and delegate effectively.

IT/Technical

• Minimum of 10 years + experience of managing complex IT software projects using established project/program management disciplines and methodologies. Recognized project management certification such as PRINCE2, PMP, MSP, etc. preferable.
• Experience of managing multiple concurrent IT/software projects of varied complexity utilizing cross-functional teams in multiple geographical locations.
• Experience of managing IT software implementation and integration projects. Technical, IT or telephony background is an advantage, but experience of managing complex IT/software projects is essential.
• Experience of working with SMEs in developing scope of large programs.
• Solid understanding of all phases of the Systems Development Life Cycle (SDLC), Data migration, Integration, Consolidation, Profiling and Cleansing.

General Management

• Relevant Bachelor's degree or equivalent of education.
• Must have experience of customer facing program/senior project management with focus on client and internal stakeholder management, reporting and team management.
• Must have highly developed soft skills capable of excellent stakeholder management with the gravitas needed to build long term relationships.
• Previous experience of client management – crisis management, over-commitment management, prerequisites/delays tracking/ project report and action items tracking.
• Presentation skills – able to prepare and present in a comprehensive way (status, open issues, risks, delay, defects reporting) to project team and management.
• Ability to guide the client through challenges while proactively avoiding escalations.
• Ability to build good relationships with the customer, understand their business needs and priority.
• Experience of managing projects in a globally distributed matrix organization is essential.
• Experience managing projects within Financial Services / Capital Markets or Investment Banking is a must.
• Excellent communication and presentation skills, both written and verbal and comfortable communicating with a range of stakeholders, from team to board level.
• Resilient and able to work well under pressure.

What’s in it for you?

Join an ever-growing, market-disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

#LI-Hybrid

About NICE Actimize:

NICE Actimize is the largest and broadest provider of financial crime, risk and compliance solutions for regional and global financial institutions, as well as government regulators. Consistently ranked as number one in the space, NICE Actimize experts apply innovative technology to protect institutions and safeguard consumers’ and investors’ assets by identifying financial crime, preventing fraud and providing regulatory compliance.

About NICE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.