Associate Manager

Job description

Purpose of the Role  Lead a team of Operations Client Partners to ensure high-quality operational service delivery, client satisfaction, and continuous process improvement. Act as the primary escalation point for complex operational matters while partnering with Commercial, Customer Support, Data Operations, and Clients to drive operational excellence, service quality, and strategic initiatives. Responsible for team performance, capability development, and execution of regional/global operational priorities.  Key Accountabilities  Team Leadership & People Management  • Lead, coach, and develop a team of Operations Client Partners.  • Set performance objectives and conduct regular performance reviews.  • Drive employee engagement, capability building, and succession planning.  • Ensure adherence to organizational standards, policies, and operational processes.  • Manage workforce planning, resource allocation, and capacity management.  Client & Stakeholder Management  • Serve as the escalation point for critical operational client issues.  • Build strong relationships with key internal and external stakeholders.  • Partner with Customer Support and Commercial teams to improve client experience.  • Participate in strategic client discussions and operational business reviews.  • Drive operational trust and confidence in data quality and delivery processes.  Operational Excellence  • Oversee BAU service delivery and ensure SLA compliance across the team.  • Monitor operational metrics, quality measures, and client satisfaction indicators.  • Drive resolution of complex operational issues and high-priority escalations.  • Lead root cause analysis and implementation of corrective/preventive actions.  • Ensure consistency and best practices in issue management and service delivery.  Project & Change Management  • Lead operational initiatives, product enhancements, and transformation projects.  • Coordinate cross-functional teams to deliver operational improvements.  • Drive adoption of global operational standards and process improvements.  • Manage risks, dependencies, stakeholder communication, and project governance.  • Support implementation of new technologies, tools, and automation initiatives.  Process Improvement & Governance  • Identify opportunities to improve operational efficiency and quality.  • Establish governance processes for service delivery and escalation management.  • Drive continuous improvement programs using data-driven insights.  • Ensure lessons learned are captured, shared, and implemented.  • Support creation and maintenance of knowledge management assets and operational documentation.  Quality & Compliance  • Oversee quality review processes and compliance with operational standards.  • Monitor service performance and implement quality improvement initiatives.  • Ensure accurate and timely resolution of client requests and operational issues.  • Drive accountability for data integrity, process adherence, and risk mitigation.  Experience  • 4 to 6 + years of experience in client-facing operations, customer success, data operations, or service delivery management.  • Prior people leadership, team lead, or supervisory experience preferred.  • Proven experience managing complex client escalations and stakeholder relationships.  • Experience leading operational projects and process improvement initiatives.    Education  • Bachelor's Degree or equivalent professional experience.  Skills & Competencies  • Strong leadership and people management capabilities.  • Excellent stakeholder and relationship management skills.  • Advanced problem-solving and analytical skills.  • Strong operational and technical understanding of production platforms and processes.  • Project and change management experience.  • Strong communication and presentation skills.  • Ability to influence across functions and levels.  • Data-driven decision-making mindset.  • Advanced Excel and reporting skills.  • Knowledge of FMCG/market measurement industry preferred.  Success Metrics (AM Role)  • Team SLA achievement.  • Client satisfaction and escalation reduction.  • Quality and productivity improvements.  • Employee engagement and retention.  • Project delivery performance.  • Operational efficiency gains.  • Compliance and risk management outcomes.  This version positions the role as Associate Manager