Job Description: Senior Manager / Associate Director Delivery Assurance

Location: Chennai, India (Hybrid)

Experience: 8+ Years

Reports to: Assistant Vice President – Delivery Assurance

Span of Control: 5–8 Direct Reports (Delivery Assurance Experts/Leads / Assistant Managers)

Executive Summary

We are looking for a high-impact Manager for the day-to-day execution of Delivery Assurance

frameworks for a Business Unit. You will translate the global strategy into operational reality, ensuring

that a multi-million-dollar segment of our portfolio maintains 100% contractual alignment and

operational integrity. You will lead a dedicated team to identify risks, drive process adherence, and

uphold the highest standards of quality.

Core Responsibilities

• Operational SLA Governance: Implement and monitor the standardized global SLA framework

across assigned service lines to ensure zero breaches.

• Audit Execution & Risk Mitigation: Lead the execution of deep-dive program and process

audits. You will be responsible for identifying early-warning signals of operational failure and

partnering with delivery teams to fix them

• Root Cause Analysis (RCA) & CAPA: Direct the rigor of RCA and CAPA processes within

operations teams to ensure that once a defect is found, it is permanently eliminated.

• Quality Calibration: Oversee the 'Transaction Quality Management' framework, ensuring that





quality scores are calibrated across the India and Philippines programs by operations.

• Data Synthesis & Reporting: Transform operational data into actionable performance insights

for the AVP and senior Delivery Leaders.

Required Qualifications

• Qualified Experience: 8+ years in IT Services or KPO, with a significant background in Quality

Assurance, Six Sigma, or Operations Excellence.

• Leadership Scale: Proven experience managing a team of 5–8 professionals, including

performance management and talent development.

• Financial Acumen: Experience supporting programs, understanding the link between quality,

cost-to-serve, and revenue retention.

• Technical Expertise: Strong mastery of Six Sigma methodologies, Lean, or COPC frameworks.

• Communication: Exceptional ability to influence mid-to-senior level delivery stakeholders and

manage client expectations.

• Certifications: Six Sigma Black Belt is required; COPC or PMP is highly preferred.

Performance Indicators

• Maintenance of "Green" status across all assigned portfolio SLAs

• Audit compliance scores > 95%+.

• Reduction in recurring incidents through effective CAPA implementation by operations.

• High internal NPS from Delivery Leaders regarding the accuracy and value of assurance

reporting.

📌 Senior Manager / Associate Director Delivery Assurance (Chennai)
🏢 Straive
📍 Chennai