Associate Program Manager
Full Job Posting
Key Responsibilities
- Operations & Client Delivery
- Lead end-to-end operations for large-scale international BPO/creative programs with 200+ resources.
- Own operational performance, service delivery, productivity, quality, turnaround time, and client satisfaction.
- Ensure achievement of agreed SLAs, KPIs, productivity and quality targets.
- Drive daily, weekly and monthly operational reviews with internal and external stakeholders.
- Manage client communication, governance forums, business reviews and escalations.
- Act as the primary escalation point for critical operational and client issues.
- Metrics, Reporting & Business Analytics
- Demonstrate strong command over numbers, MIS, dashboards, reports and operational analytics.
- Track and analyze key metrics including:
- Productivity
- Utilization
- SLA/TAT
- Quality
- Capacity
- Attrition
- Absenteeism
- Cost per transaction
- Revenue and margins
- Resource deployment
- Forecast vs. actual performance
- Translate operational data into actionable insights and business decisions.
- Prepare and present monthly/quarterly business reviews and management reports.
- Identify trends, performance gaps and opportunities for operational optimization.
- Cost & Commercial Management
- Own operational cost management and drive cost optimization and productivity improvement.
- Monitor manpower utilization, capacity planning and resource deployment.
- Partner with finance and business teams on budgeting, forecasting and cost analysis.
- Identify opportunities to improve margins without impacting service quality or client experience.
- People Leadership
- Provide strategic leadership to a large operations team of 200+ employees.
- Lead managers/team leaders and build a strong leadership pipeline.
- Drive employee engagement, performance management, capability development and succession planning.
- Monitor attrition and implement effective retention strategies.
- Create a culture focused on accountability, ownership, customer centricity and continuous improvement.
- Creative / Graphic Operations
- Manage or support operations involving graphic design, creative production, digital content, marketing collateral, presentations, image/video content or other creative services.
- Understand creative production workflows, capacity planning, quality parameters and delivery timelines.
- Work closely with creative teams, project managers and clients to ensure timely and high-quality delivery.
- Balance creative quality with productivity, SLA, cost and commercial objectives.
- Exposure to tools, workflows or environments supporting creative/graphic operations will be an advantage.
- Continuous Improvement
- Identify operational inefficiencies and lead process improvement, automation and productivity initiatives.
- Drive Lean/Six Sigma or other structured improvement initiatives where applicable.
- Standardize processes, workflows and reporting mechanisms across teams.
- Establish a data-driven operating culture focused on measurable business outcomes.
- Required Experience & Skills
- 12+ years of overall experience, preferably in International BPO/ITES operations.
- Minimum 5+ years in senior leadership roles involving strategic and people leadership.
- Proven experience managing 200+ resources in a large-scale operations environment.
- Strong experience in client delivery and international client management.
- Excellent understanding of SLA, KPI, productivity, quality and operational governance.
- Strong analytical and numerical skills with hands-on experience in MIS, dashboards, reports and performance metrics.
- Strong exposure to cost management, capacity planning and resource optimization.
- Proven experience handling client escalations and complex operational issues.
- Strong people management, communication and stakeholder management skills.
- Strategic thinker with the ability to convert data into actionable business decisions.
- Experience in creative/graphic/digital content operations will be an added advantage.
- Strong presentation and business review skills.
- Proficiency in MS Excel, PowerPoint and reporting/dashboarding tools.
- Experience working with global clients and geographically distributed teams.
- Key Competencies
- Operational Leadership | Client Management | People Leadership | Cost Management | SLA & KPI Governance | MIS & Reporting | Data Analytics | Capacity Planning | Productivity Management | Escalation Management | Continuous Improvement | Creative Operations | Strategic Planning | Stakeholder Management
- Key Success Metrics
- SLA & TAT adherence
- Productivity and utilization
- Quality performance
- Cost and margin improvement
- Client satisfaction
- Attrition and employee engagement
- Capacity utilization
- Revenue and operational efficiency
- Continuous improvement benefits
- Work From Office (WFO) – Mandatory
Work Location
- Work From Office (WFO) – Mandatory
About eClerx
Provides business process management and data analytics services globally.
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