Operations Manager at NielsenIQ

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