Carol Kavin

Client Relationship Management

• Serve as the primary contact for clients, ensuring seamless day-to-day operations and delivery of contracted services.
• Communicate regularly with clients through meetings, email, or calls to discuss ongoing projects, service performance, and address any concerns.
• Maintain strong, proactive communication with key stakeholders, including executives and project sponsors.

Strategic Planning & Growth

• Collaborate with the account executive to identify areas for growth, assisting in the development of new service offerings for the client.
• Work with clients to co-develop and refine service level requirements and plan for future needs.

Team Management & Collaboration

• Oversee and lead the delivery team to ensure schedules are met and resolve any technical or operational issues.
• Hold daily status meetings with internal teams to monitor project progress, resolve issues, and align priorities.
• Foster a collaborative environment between service lines, solution groups, and partners for smooth service delivery.

Service Delivery & Quality Control

• Ensure that service delivery meets the established Service Level Agreements (SLAs) in terms of quality, cost, and performance.
• Review daily performance metrics and reports and identify areas that need attention or improvement.
• Manage escalations and ensure all client issues are addressed and resolved promptly.

Issue Escalation

• Act as the main escalation point for issues not resolvable at lower levels.
• Ensure all escalated issues are handled and resolved in a timely manner to maintain client satisfaction.

Continuous Improvement & Innovation

• Challenge service lines to develop innovative solutions and improvements, presenting these to the client.

Financial Oversight

• Monitor the financial health of client accounts by reviewing budget performance and analyzing any financial discrepancies.
• Work with the finance team to ensure P&L targets are met and look for opportunities to improve account profitability.

Contract & Governance Management

• Risk & Compliance Management
• Implement operational risk management strategies and ensure they are followed by delivery teams.
• Participate in business continuity planning and compliance audits, ensuring risk mitigation measures are in place.

Risk & Compliance Management

• Implement operational risk management strategies and ensure they are followed by delivery teams.
• Participate in business continuity planning and compliance audits, ensuring risk mitigation measures are in place.

Reporting & Review

• Prepare and review daily/weekly performance reports for internal and client review.
• Attend and lead service performance reviews, including monthly Project Status Reviews and informal updates

• Facilitated portfolio performance review and implemented new strategies.
  QBR with the client to ensure alignment.
• Provided strategic advice to the client, while working with them to mitigate
  any risks at a particular point in time.
• Supervised program staff, managing and evaluating performance provide
  high-quality services to program stakeholders.
• Provided ongoing direction and leadership for program team
• Scheduled and supervised staff meetings to discuss new requirements,
  discuss current issues and work through any challenges.
• Monitored program performance to identify areas for improvement.
• Communicated regularly with stakeholders, updating on progress of the
  program, any risks or issues, or challenges that need to be worked
  through.
• Maintained and updated project related documents.
• Negotiated program contracts and agreements on a year to year basis.
• Identified risks and developed mitigation plans.
• High level reporting on work already completed vs work currently
  underway.
• Managed a P&L and responsible for a revenue budget of $28 million
• Responsible for a Global team of Project Managers, Project Coordinators
  and Engineers of over 50 people

• Responsible, as part of a Global Team, for the integration of a number of
  Global Entities under one name, and one company
• Worked alongside numerous internal executives to align process with the
  new entity.
• Worked extensively with our Group CEO and team to ensure that the
  business could operate as one company.
• Regular progress reports to Group Executives
• Engaged with various business units, Globally, to collaborate
• Acted as a collaborative team member of the Broader Global PM
  team

• Planned, designed, and scheduled phases for large projects.
• Monitored project performance to identify areas of improvement and make
  adjustments.
• Coordinated with cross-functional teams to resolve project issues and
  mitigate risks.
• Achieved project deadlines by coordinating with contractors to manage
  performance.
• Provided detailed project status updates to stakeholders and executive
  management.
• Identified plans and resources required to meet project goals and
  objectives.
• Provided detailed technical and operational direction in project challenges,
  consistently meeting deliverables according to deadlines.
• Maintained open communication by presenting regular updates on project
  status to customers.
• Developed and implemented project plans and budgets to ensure
  successful execution.