Manager, Global Performance Enablement & Delivery (Hybrid)

Overview

The Ideal Candidate is a strategic systems architect who:

• Designs stakeholder experiences and interaction models that optimize how Learning and Operations teams collaborate globally.
• Utilizes comprehensive data analysis and standardized reporting frameworks to monitor business health and implement structured strategic action plans to restore target performance levels.
• Leverages a sophisticated consulting toolkit to provide up to senior leadership-level thought partnership to internal learning partners and external stakeholders.
• Fosters a culture of operational excellence and risk mitigation across global learning and consulting functions, establishing and enforcing strategic, scalable standards to protect and uphold the Learning & Knowledge brand reputation.

Key Responsibilities

• Global Supplier Governance: Leads the global strategy for learning consultation, overseeing initial and annual supplier facilitation quality and targeted site observations to ensure vendor support consistently meets global performance and quality benchmarks.
• Performance Metrics & Scorecards: Oversees the design and maintenance of standardized supplier performance learning frameworks, strategically weighting key operational, efficiency, customer satisfaction, performance metrics, and regulatory compliance metrics to ensure objective partner evaluations.
• Strategic Relationship Management: Serves as the primary operational and learning liaison between internal stakeholders and external vendors, facilitating high-level leadership alignment and presiding over Weekly and Monthly Business Reviews.
• Cross-Functional Optimization: Partners with Workforce Management and Strategy teams to optimize performance across diverse business segments, including core customer care, risk/fraud operations, and specialized support lines.
• Change Management & Innovation: Drives large-scale operational initiatives, including global content rollouts, organizational rebranding, and the piloting/adoption of new enterprise technology tools and software.
• Workforce & Retention Strategy: Analyzes supplier attrition trends and operational drivers to proactively optimize supplier needs from the onset of the learning journey through production and determine strategic solutioning.
• A "Virtual-First" Governance Ecosystem: Scaling support across 9 time zones by building an enhanced virtual presence, leveraging advanced collaboration tools, digital observation frameworks, and real-time communication channels to maintain rigorous compliance and continuous partner engagement without requiring a constant physical footprint.
• Hybrid Delivery Excellence: Seamlessly blending physical and digital oversight so that global suppliers feel deeply supported, aligned with organizational culture, and strictly accountable to performance bars regardless of geographic distance.

Skills & Competencies Needed to Be Successful

• Systems Thinking: Ability to seek horizontal alignment across Shared Services to identify synergies and efficiencies while mitigating systemic risks.
• Strategic Consultation: Utilizes data-driven insights to guide business initiatives and improve performance, building strong, evidence-based business cases to support strategic recommendations and ensure alignment with organizational goals.
• Instructional & Facilitation Acumen: Deep understanding of learning sciences (ADDIE, SAM, or AGILE) to ensure third-party delivery remains effective and pedagogically sound.
• Executive Storytelling: Proficiency in using data visualization to simplify complex performance metrics for senior leadership consumption.
• Global Cultural Competence: Ability to navigate varying cultural consumer behaviors, banking regulations, and technology use across diverse geographic regions.

Basic Qualifications

• At least 5 years of experience in learning facilitation, instructional design, or L&D operations.
• At least 4 years of experience in supplier, vendor, or third-party relationship management within a global or multi-timezone environment.
• At least 3 years of experience leading cross-functional teams or managing vendor performance in a professional environment.
• At least 3 years of experience in project management, change management, or operational infrastructure development.
• At least 2 years of experience analyzing operational performance metrics to drive strategic decisions (efficiency, quality, and compliance indicators).

Preferred Qualifications

• Bachelor’s Degree.
• 7+ years of experience in global Learning and Development, Quality Assurance, or Vendor Operations.
• 5+ years of experience in the financial services, fintech, or technology industry.
• Proficiency with data analytics and visualization tools (Tableau, Snowflake) and advanced Google Suite or Microsoft Office applications.
• Proven experience managing large-scale, international training operations and governance frameworks within a Business Process Outsourcing (BPO) model.