Manager II, Delivery Excellence

Job Posting: Manager, Performance Excellence (Nordics & Baltics)

Reporting to: Director, Operational Excellence.

Role Overview

As the Manager for Performance Excellence in the Nordics and Baltics at Concentrix, you are responsible for the governance and optimization of our operating frameworks. You will lead a team of two great continuous improvement specialists and support the delivery organization covering more than 30 different clients by driving KPI performance and identifying operational gaps.

This is not a siloed position. You will act as a vital contact point for operational adherence, working in close collaboration with EMEA stakeholders as well as local stakeholders, while supporting our programs in remaining cohesive, agile, and high-performing units.

The Performance Excellence team is part of a wider team called Operational Excellence (OEX) – a dynamic and very invested team, that is looking forward to meeting their next colleague!

Key Responsibilities

• Process Compliance & Governance: Overseeing and conducting regular assessments and audits to ensure adherence to our global operating models.
• Performance Recovery: Overseeing and leading end-to-end recovery projects for programs with performance dips, identifying root causes, and implementing corrective actions.
• Performance Management: Monitoring operational KPIs and conducting in-depth analysis to drive stability and continuous improvement.
• Voice of Client (VoC): Lead our local VoC processes across clients, analyzing client satisfaction data and translating findings into structured improvement projects.
• Team Leadership: Facilitating a productive, safe, and engaging work environment where your team can thrive while meeting ambitious targets.

Qualifications

• Experience: Substantial experience from the customer experience industry or similar complex, large-scale service operations.
• Methodology: Strong familiarity with Six Sigma, COPC, or Lean methodologies is preferred.
• Assessment Expertise: Experience in conducting process assessments and/or experience with continuous improvement
• Cultural Fit: You are a collaborative team player who values professional integrity, but you also appreciate an informal tone and being part of an engaging team. You understand that performance is driven by engagement, and you are comfortable working in a team that balances high professionalism with a sense of humor.
• Communication: Professional fluency in English (written and spoken).

A Typical Day

Here’s how a typical day in our team could look like:

• Performance Review: You start by reviewing the latest client satisfaction survey data, reaching out to client owners to understand root causes and set actions based on the insights.
• Team Alignment: You host a team meeting to review the monthly pipeline and half-year plan, assigning ownership of projects to ensure clear progression.
• Collaborative Assessments: You join a Quality meeting to investigate CSAT declines on specific lines of business, agreeing on joint assessments to identify improvement areas.
• Operational Huddles: You participate in our weekly OEX huddle. This is where we sync on the business needs, but also where you can share any and all bad jokes, fun stories as well as around-the-table updates. We believe that professional excellence is sustained through strong team engagement.
• Support & Preparation: You assist in creating Performance Management materials for a new client opportunity and spend time reviewing action plans or plan for the upcoming operating framework assessment of a large program, where side-by-side interviews are planned.

Working Method and Expectations

We operate in a dynamic environment that requires high precision and the ability to shift focus when needed. You are expected to be self-driven, using clear methodology and objective data to manage performance as well as being people-manager with high attention to engagement of your team. You focus on "next best actions" and ensure that your team delivers quality and consistency, while at the same time contributing to a positive and engaged culture.

The role is hybrid, allowing you to work both from office and from home. Travel is to be expected 3-4 times per year to other locations within Nordic and Baltic countries.