Programme Manager, Future Skills Framework

RESPONSIBILITIES:

1. FSF Xcel Product Ownership and Service Delivery

• To ensure FSF Xcel delivers a reliable, relevant and high-quality experience that supports workforce assessment and benchmarking objectives.
• Lead the day-to-day management, administration and continuous enhancement of FSF Xcel.
• Ensure system functionality, service quality and operational effectiveness meet stakeholder requirements and performance expectations.
• Identify product improvement opportunities and implementation of approved enhancements.
• Monitor service performance indicators and ensure continuous optimisation of user experience.

2. Customer Success and Subscriber Engagement

• To maximise customer adoption, utilisation and satisfaction through proactive engagement and delivery of measurable value.
• Develop and maintain strong relationships with subscribers to maximise platform utilisation and customer value.
• Lead onboarding, implementation and adoption activities for new subscriber organisations.
• Conduct periodic reviews with participating institutions to assess outcomes, challenges and improvement opportunities.
• Ensure subscriber issues and feedback are effectively managed and resolved in a timely manner.

3. Commercial Growth and Retention

• To grow the subscriber base, improve retention rates and contribute to the commercial sustainability of FSF Xcel.
• Support subscriber acquisition, renewal and retention strategies.
• Identify opportunities to increase service adoption and customer maturity levels.
• Contribute to revenue growth objectives through effective relationship management and value demonstration.
• Monitor subscriber adoption and utilisation trends, identify risks to renewal and growth, and implement interventions to improve customer retention, satisfaction and performance.

4. Benchmarking, Analytics and Reporting

• To provide accurate workforce insights and benchmarking data that support informed talent and capability development decisions.
• Produce regular performance reports, benchmark analyses and management dashboards.
• Transform workforce assessment data into meaningful insights that guide capability development decisions.
• Support strategic discussions through data-driven recommendations and industry comparisons.
• Maintain accuracy, integrity and relevance of programme reporting outputs.

5. Programme Governance and Administration

• To ensure effective programme governance, operational discipline and delivery excellence across all FSF Xcel activities.
• Manage programme governance, operating rhythms, reporting cycles and review activities.
• Ensure accurate tracking of budgets, suppliers, contracts, actions and deliverables.
• Support programme governance working groups through effective coordination and reporting.
• Maintain compliance with organisational policies and operational requirements.

6. Stakeholder Management and Collaboration

• To build trusted stakeholder relationships that support programme adoption, continuous improvement and successful delivery outcomes.
• Build strong working relationships with learning leaders, HR leaders and transformation teams.
• Coordinate with vendor and industry partners to ensure programme objectives are achieved.
• Facilitate discussions, workshops and presentations for stakeholder engagement and adoption.
• Act as a trusted advisor on platform utilisation and workforce capability assessment matters.

7. Continuous Improvement and Product Development

• To maintain the relevance, competitiveness and effectiveness of FSF Xcel through ongoing enhancement and innovation.
• Gather customer feedback, industry insights and market intelligence to identify improvement opportunities for FSF Xcel.
• Evaluate emerging assessment, benchmarking and workforce analytics practices to maintain product relevance and competitiveness.
• Collaborate with internal teams and vendors to implement enhancements that improve user experience, platform value and service outcomes.
• Ensure product improvements contribute to increased adoption, customer satisfaction and long-term sustainability.

COMPETENCIES/SKILLS:

Functional

• Programme and project management
• Product and platform management
• Customer success management
• Business development and account management
• Data analytics and reporting
• Budget and vendor management
• Problem-solving and analytical thinking
• Planning, organisation and process improvement

Behavioural

• Customer-centric mindset
• Communication and presentation skills
• Stakeholder management
• Collaboration and teamwork

EXPERIENCES:

• Minimum 7-10 years of relevant work experience.
• Experience managing digital platforms, learning technologies or talent assessment solutions.
• Proven experience in customer relationship management and stakeholder engagement.
• Experience in programme governance, reporting and operations management.
• Experience managing vendors, budgets and service delivery performance.
• Experience in financial services, education, HR tech or professional development is preferred.

QUALIFICATIONS:

• Bachelor's Degree in Business Administration, Finance, HR, Info. Systems or related field.
• Project management certification (PMP, PRINCE2, Agile or equivalent) is an added advantage.