Associate Program Manager

Roles and Responsibilities:

• 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 Location:

Work From Office (WFO) – Mandatory