Associate Director Business excellence and Performance

Work Schedule

Environmental Conditions

Job Description

Major Job Responsibilities

Lead IDS performance governance, including development and ownership of scorecards covering revenue, margin, utilization, SLA adherence, and delivery quality.

• Drive structured monthly and quarterly performance reviews and ensure follow-through on corrective actions.
• Partner with commercial, finance, and delivery leaders to improve customer-level performance and profitability.
• Establish and standardize enterprise dashboards to enable data-driven decision-making across IDS.
• Lead utilization governance and forward-looking capacity planning aligned to pipeline and customer demand.
• Partner with HR and business leaders to develop workforce planning and resource optimization models.
• Champion PPI initiatives and lead high-impact continuous improvement efforts across IDS processes.
• Translate IDS strategic priorities into operational roadmaps with defined milestones and accountability.
• Identify and mitigate enterprise-level operational risks impacting delivery or financial performance.

Job Knowledge

• Strong knowledge of operational performance metrics, financial drivers, and service delivery models.
• Working expertise in data analytics, reporting tools, and enterprise dashboard development.
• Knowledge of Lean, Six Sigma, or PPI methodologies.
• Understanding of workforce planning and utilization management in a services environment.

Job Complexity 

• Operates in a global, matrixed organization requiring alignment across multiple functions.
• Manages complex performance issues with cross-functional impact.
• Balances short-term operational needs with long-term strategic objectives.
• Exercises independent judgment in prioritizing initiatives and resolving performance challenges.

Supervision Received / Freedom to act

• Reports to the IDS Leader and operates with a high degree of autonomy.
• Establishes priorities aligned to IDS strategy and leads execution with limited day-to-day oversight.
• Accountable for delivering measurable performance improvements across IDS.

Interactions / Business Relationships

• Active member of the IDS Leadership Team.
• Partners closely with Commercial, Finance, HR, Enterprise Data, and Delivery leaders.
• Influences stakeholders at senior manager and director levels across the organization.