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Business Planning Manager

We are seeking a proactive and experienced Business Planning Manager for our business process outsourcing company. This critical role encompasses a wide range of responsibilities, from strategy formulation to project lifecycle management, including onboarding, performance, and offboarding. The Business Planning Manager will report directly to the CEO and engage in cross-departmental collaboration to achieve organizational objectives and maintain high levels of customer satisfaction.

Key Responsibilities

Strategic Project Management: Lead projects from initiation to closure, ensuring alignment with business goals and demonstrating strong leadership and decision-making skills.
Customer Relationship Management: Manage and nurture customer relationships across different regions, adapting communication for cultural nuances.
Project Planning: Collaborate with internal and external stakeholders for comprehensive project planning, from scheduling to execution.
Stakeholder Engagement: Work directly with the CEO to contribute to strategic initiatives, providing insights that support the company\\'s long-term vision.
Customer Journey Management: Oversee the entire customer journey, focusing on a seamless and satisfactory experience from start to finish.
Strategic Initiatives: Develop strategies to reduce customer churn by analyzing feedback and collaborating across teams for service improvements.
Client Consultations: Conduct detailed consultations to understand client needs, ensuring efficient internal workflows and resource allocation.
Cross-Functional Collaboration: Engage with various departments (HR, IT, Development, Marketing, QA, Debt Collection) to implement service enhancements.
Team Leadership: Lead diverse project teams, aiming to exceed client expectations and deliver consistent results.
Performance Evaluation: Collaborate with HR to conduct performance evaluations, providing constructive feedback and recognition.
Revenue Growth: Develop and execute sales plans to achieve revenue targets and expand client base.
Data Analysis and Strategic Advice: Offer customized solutions and strategic insights based on in-depth client data analysis.
Business Strategy Development: Lead the creation of business strategies, conducting market research and trend analysis.
KPI Tracking: Monitor key performance indicators to evaluate the success of strategic initiatives.
Risk Management: Identify and develop strategies to mitigate risks associated with strategic initiatives.
PSEB Registration and ISO Certification: Engage in PSEB registration processes and lead ISO certification efforts to ensure compliance and quality standards.
CRM Utilization for Lead Generation: Utilize Customer Relationship Management (CRM) tools effectively for lead generation and managing customer data. Implement strategies to leverage CRM insights for business development and customer engagement.

Qualifications

Bachelor’s degree in Business Administration, Management, or related field; MBA preferred.
Proven experience in business planning and project management within a BPO environment.
Strong leadership, strategic thinking, and decision-making skills.
Familiarity with CRM tools and their application in lead generation and customer management