Associate Director - Performance Enablement

Associate Director - Performance Enablement - Managed Services

This role is with Managed Services which is a pivotal component in KPMG's 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.

 

 

The job responsibilities include:

Strategy, governance, and operating modelDefine 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.

 

QualitySet the Quality strategy and statistical sampling approach; align with delivery teams on quality definitions, fatal/non-fatal errortaxonomy, and SLAsDesign the quality measurement framework and calibrations; perform periodic audits and ensure consistency acrosstransaction typesRun calibrations with delivery teams; publish scorecards; flag associates of concern and support remediation plans.Maintain QA documentation, SOPs, and audit trails.

 

Training / Knowledge ManagementOwn 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 deliveryleads. Reporting & AnalyticsTranslate business and client requirements into standardized reporting architecture and dashboards for both client-facing and internalperformance.Ensure data quality, lineage, and SLA-backed reporting; lead development of predictive/prescriptive analytics to inform proactiveinterventions.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.  Graduation / Post GraduationCertifications 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 / Consultingenvironments.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

Experience Level

Mid Level