Job Description
Job Description
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.