Role Summary

The Associate Manager leads delivery for a defined region/full reporting line, ensuring Business-As-Usual (BAU) stability while meeting client commitments. The role owns quality, on-time delivery, productivity, and continuous improvement outcomes by orchestrating people, process, and technology. This leader builds a high-performance culture, and collaborates with Transformation, Technology, and People (HR) to drive client satisfaction (NPS), automation of manual processes, and a great place to work.

Key Responsibilities

• Delivery & BAU Governance: Own day-to-day production for the region/reporting line; maintain BAU stability and recover quickly from incidents.
• Quality Management: Drive Right-First-Time outcomes through control plans, root-cause analysis, and preventive actions.
• On-Time Delivery (OTD): Plan capacity, balance workload, and remove blockers to achieve committed cycle times and SLAs.
• Cost & Efficiency: Improve unit cost and throughput via standard work, cross utilization and automation; prioritize transformation opportunities.
• Stakeholder Collaboration: Partner with Transformation & Tech to digitize manual processes; with People/HR to strengthen engagement, DE&I, and manager effectiveness.
• People Leadership: Coach and develop DOA and PDOA; build succession pipelines; foster psychological safety and high performance.
• Risk & Compliance: Identify and mitigate operational risks; ensure adherence to policies, data security, audit, and regulatory requirements.
• Performance Management: Define operating rhythms (stand-ups, WBR/MBR/QBR); publish dashboards and action plans for gaps
• Client Readiness & Change: Lead production readiness for new/changed work; plan migrations and transitions without service disruption.

KPIs & Outcomes

• Quality: First-Time-Right %, QE%
• On-Time Delivery: SLA adherence %, Cycle Time vs. plan, On-time release %.
• BAU Stability: Backlog age, Schedule adherence
• Productivity & Cost: Throughput per FTE, Automation coverage %, RPH trend, Utilization.
• Client Experience: Client escalations closed on time

People & Culture: Gallup score, Attrition %, Internal mobility