• Ensures team is meeting contractual obligations • Design programs which promote high motivation among team members • Conducts performance reviews and rewards positive behavior • Coaches, counsels, and sets goals for supervisors to help develop them for career progression • Provides day-to-day instructions to team members on job responsibilities • Helps associates resolve associate work-related issues • Supports new associates in their efforts for growth and development • Participates in the hiring and termination process • Develops designs and conducts Train the Trainer program • Provides feedback up and down the organization (Positive and Constructive) • Participates in client meetings; prepares agenda and / or takes meeting notes • Ensures open communication with program support • Translates and oversees organizational strategies for assigned goals • Identifies client issues; receives and triages client requests • Proactively identifies program issues and proposes ways in which to address their concerns • Maintains positive rapport with client • Understands the billing process and contractual obligations • Participates in budget planning • Accountable for program quality and compliance with standard operating procedures • Designs project task plan and standard operating procedures • Analyzes reports for trends and gives recommendations • Analyzes progress of tactical issues • Reports all Adverse Events (AE) disclosed in alignment with training and Standard Operational Procedures (SOP) • Maintain regular and reliable attendance, including being present, on time, and prepared for work as scheduled • Performs other related duties as assigned