Senior Manager / Associate Director Delivery Assurance

Job description

Job Description: Senior Manager / Associate Director Delivery Assurance Location: Chennai, India (Hybrid) Experience: 8+ Years Reports to: Assistant Vice President – Delivery Assurance Span of Control: 5–8 Direct Reports (Delivery Assurance Experts/Leads / Assistant Managers) Executive Summary We are looking for a high-impact Manager for the day-to-day execution of Delivery Assurance frameworks for a Business Unit. You will translate the global strategy into operational reality, ensuring that a multi-million-dollar segment of our portfolio maintains 100% contractual alignment and operational integrity. You will lead a dedicated team to identify risks, drive process adherence, and uphold the highest standards of quality. Core Responsibilities • Operational SLA Governance: Implement and monitor the standardized global SLA framework across assigned service lines to ensure zero breaches. • Audit Execution & Risk Mitigation: Lead the execution of deep-dive program and process audits. You will be responsible for identifying early-warning signals of operational failure and partnering with delivery teams to fix them • Root Cause Analysis (RCA) & CAPA: Direct the rigor of RCA and CAPA processes within operations teams to ensure that once a defect is found, it is permanently eliminated. • Quality Calibration: Oversee the 'Transaction Quality Management' framework, ensuring that quality scores are calibrated across the India and Philippines programs by operations. • Data Synthesis & Reporting: Transform operational data into actionable performance insights for the AVP and senior Delivery Leaders. Required Qualifications • Professional Experience: 8+ years in IT Services or KPO, with a significant background in Quality Assurance, Six Sigma, or Operations Excellence. • Leadership Scale: Proven experience managing a team of 5–8 professionals, including performance management and talent development. • Financial Acumen: Experience supporting programs, understanding the link between quality, cost-to-serve, and revenue retention. • Technical Expertise: Strong mastery of Six Sigma methodologies, Lean, or COPC frameworks. • Communication: Exceptional ability to influence mid-to-senior level delivery stakeholders and manage client expectations. • Certifications: Six Sigma Black Belt is required; COPC or PMP is highly preferred. Performance Indicators • Maintenance of "Green" status across all assigned portfolio SLAs • Audit compliance scores > 95%+. • Reduction in recurring incidents through effective CAPA implementation by operations. • High internal NPS from Delivery Leaders regarding the accuracy and value of assurance reporting.