The Operations Manager leads delivery for a defined region/full reporting line, ensuring Business-As-Usual (BAU) stability while meeting client commitments. The role owns quality, on-time delivery, productivity, and continuous improvement outcomes by orchestrating people, process, and technology. This leader develops Associate Managers, builds a high-performance culture, and collaborates with Client Operations, Transformation, Technology, and People (HR) to drive client satisfaction (NPS), automation of manual processes, and a great place to work.

Key Responsibilities

• Delivery & BAU Governance: Own day-to-day production for the region/reporting line; maintain BAU stability and recover quickly from incidents.
• Quality Management: Drive Right-First-Time outcomes through control plans, root-cause analysis, and preventive actions.
• On-Time Delivery (OTD): Plan capacity, balance workload, and remove blockers to achieve committed cycle times and SLAs.
• Cost & Efficiency: Improve unit cost and throughput via Lean/Kaizen, standard work, and automation; prioritize transformation opportunities.
• Stakeholder Collaboration: Partner with Client Operations to protect NPS; with Transformation & Tech to digitize manual processes; with People/HR to strengthen engagement, DE&I, and manager effectiveness.
• People Leadership: Coach and develop Associate Managers; build succession pipelines; foster psychological safety and high performance.
• Risk & Compliance: Identify and mitigate operational risks; ensure adherence to policies, data security, audit, and regulatory requirements.
• Performance Management: Define operating rhythms (stand-ups, WBR/MBR/QBR); publish dashboards and action plans for gaps.
• Client Readiness & Change: Lead production readiness for new/changed work; plan migrations and transitions without service disruption.

KPIs & Outcomes

• Quality: First-Time-Right %, QE%, IPMO
• On-Time Delivery: SLA adherence %, Cycle Time vs. plan, On-time release %.
• BAU Stability: Backlog age, Schedule adherence
• Productivity & Cost: Throughput per FTE, Automation coverage %, RPH trend.
• Client Experience: CI Lead time, Client escalations closed on time.
• People & Culture: Gallup score, Attrition %, Internal mobility

• Bachelor's degree in Business, Operations Management, Information Systems, or a related field
• 10+ years in operations/service delivery; 3+ years leading managers and cross-functional teams.
• Demonstrated success in quality management, capacity planning, SLA governance, and client engagement
• Hands-on with transformation programs (process re-engineering, automation, digitization using AI).
• Strong data orientation—ability to build and interpret operational dashboards and business cases.
• Exposure to Lean Six Sigma/Kaizen; Green Belt or equivalent preferred

Skills & Competencies

• Leadership: Coaching, performance management, and succession planning
• Stakeholder Management: Influence and align diverse partners across Client Ops, Tech, Transformation, and HR
• Operational Excellence: Standard work, control charts, root-cause analysis, continuous improvement
• Program/Project Management: Planning, risk management, change control, and benefits realization
• Communication: Clear written/verbal communication; executive-ready updates and narratives
• Business Acumen: Cost drivers, productivity levers, and client value creation

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://www.nielseniq.com/global/en/ai-safety-policies.

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion