Associate Director - Performance Enablement - Managed Services

Job Description

This role is with Managed Services which is a pivotal component in KPMGs Global Advisory growth strategy. We offer

an opportunity to lead the premium end of the managed services market through our human capabilities, stand-out technology-enabled facility, insights, operational excellence, and strategic alliances.

This role will lead the Performance Enablement function that provides methodology and tools, across QA/QC, Training & Knowledge Management, Reporting & Analytics, and PMO for client engagements.

Deliver Quality (QA/QC), Training & Knowledge Management, Reporting & Analytics, and PMO work products across complex engagements.

Leads through influence, sets standards, and coaches peers/managers while owning high-impact deliverables end-to-end.

Partner with delivery leads and client stakeholders to drive quality, predictability, and continuous improvement across a portfolio of programs.

Responsibilities

The job responsibilities include:

Strategy, governance, and operating model

Define and maintain overarching methodology, tools, templates, and leading practices; ensure adoption across engagements.

Establish governance rhythms (cadence, KPIs, reporting pack) and oversee a portfolio of programs, budgets, risks, and resourcing.

Drive GTM support collateral and thought leadership; contribute to proposals and solution design.

Quality

Set the Quality strategy and statistical sampling approach; align with delivery teams on quality definitions, fatal/non-fatal error

taxonomy, and SLAs

Design the quality measurement framework and calibrations; perform periodic audits and ensure consistency across

transaction types

Run calibrations with delivery teams; publish scorecards; flag associates of concern and support remediation plans.

Maintain QA documentation, SOPs, and audit trails.

Training / Knowledge Management

Own the knowledge management strategy; ensure a coherent curriculum and content lifecycle (create, review, update, retire).

Spearhead training programs (in-person, virtual, self-serve/on-demand) including job-shadowing and reverse-shadowing.

Set effectiveness measures (adoption, assessment outcomes, time-to-proficiency) and drive continuous improvement with delivery

leads.

Reporting & Analytics

Translate business and client requirements into standardized reporting architecture and dashboards for both client-facing and internal

performance.

Ensure data quality, lineage, and SLA-backed reporting; lead development of predictive/prescriptive analytics to inform proactive

interventions.

Liaise with client teams to validate insights, prioritize analytics use cases, and embed decision-support into operations.

PMO (Program/Project Management Office)

Provide PMO oversight, ensuring scope alignment, timelines, deliverables, and change control across programs.

Publish portfolio-level updates and ad-hoc reports; facilitate executive reviews; proactively identify and mitigate risks.

Align cross-functional teams and stakeholders; escalate roadblocks and drive decisions.

#KGS

Qualifications

Graduation / Post Graduation

Certifications preferred: PMP/Prince2, Lean Six Sigma Black Belt; data/BI certifications a plus.

Work experience

10–14+ years across operations excellence, PMO, quality, analytics, and/or transformation in Managed Services / Consulting

environments.

5+ years leading high-visibility transformation initiatives; proven stakeholder management with senior audience internal/external.

Deep subject matter expertise in QC sampling, dashboarding, knowledge management, and portfolio/reporting governance.

Ability to develop & recommend best-in-class practices for KM, QA/QC and portfolio/reporting governance

Strong business communication, stakeholder management, and executive-ready storytelling