Performance Excellence Associate Manager

4 weeks ago

Pasig, Philippines iSupport Worldwide Full time
Overview

We’re seeking a Performance Excellence Associate Manager who can balance two high-impact priorities: strengthening client engagement through consultative problem-solving, and driving internal performance excellence through robust quality assurance, auditing, and continuous improvement initiatives. This role is ideal for someone who thrives at turning insights into action, whether facing clients or working with internal support teams.

Key Responsibilities
  • Client Engagement & Partnership
    • Build strong, trust-based relationships with clients through consistent, consultative engagement
    • Understand client business drivers and translate them into actionable success metrics
    • Present insights, performance updates, and recommendations through executive-ready reports and presentations
    • Act as a strategic advisor, offering tailored solutions that address client pain points and elevate outcomes
  • Quality Assurance, Audits & Continuous Improvement
    • Conduct audits and quality reviews to ensure compliance, consistency, and service excellence
    • Drive continuous improvement initiatives by identifying recurring issues and recommending sustainable solutions
    • Develop QA trackers, dashboards, and reporting tools to sustain accountability and transparency
    • Collaborate with internal leaders to implement corrective actions and long-term process enhancements
    • Champion a culture of excellence by embedding feedback loops and best practices across teams
  • Analytics & Problem-Solving
    • Leverage data storytelling to simplify complex trends and highlight actionable insights
    • Perform root cause and trend analysis to uncover systemic performance issues
    • Design monitoring mechanisms and dashboards for both client-facing and internal needs
    • Recommend scalable process improvements that align with organizational standards of excellence
What You’ll Bring
  • Strong analytical skills with hands-on experience in tools such as Excel, Power BI, or Looker
  • Experience in client engagement, quality assurance, or operational consulting (preferred)
  • Excellent communication and presentation skills for executive and client audiences
  • Ability to balance client-facing responsibilities with internal audit, QA, and continuous improvement priorities
  • A proactive, problem-solving mindset with adaptability and curiosity
What Success Looks Like
  • Clients recognize you as a trusted partner who consistently adds value
  • Internal teams improve performance and compliance as a result of your QA and continuous improvement initiatives
  • Your insights and interventions directly contribute to measurable business outcomes
  • Both clients and internal stakeholders see you as a driver of excellence and accountability
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