{"id":1958598,"url":"https://alion.io/job/eclerx-associate-program-manager-7","title":"Associate Program Manager","company":{"id":7203,"name":"eClerx","domain":"eclerx.com","url":"https://alion.io/company/eclerx","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":71,"open_postings":126,"ghost_share":0.563,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":18,"computed_at":"2026-10-09T06:01:00Z"}},"role":"Management","role_family":"Management","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Coimbatore, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11500,"max_usd":26000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1352},"experience_years_min":12,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-06T12:47:00Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-10T00:02:28Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":1},"description":"We are looking for an experienced APGM - Operations to lead BPM operations, with strong expertise in client delivery, operational metrics, cost management, people leadership, SLA governance, and continuous improvement.\nThe ideal candidate should have experience managing 200+ resources and be highly comfortable working with numbers, operational reports, dashboards, productivity metrics, financials, and performance analytics. Exposure to creative, graphic design, digital content, or other creative production environments will be an added advantage.\nThis is a Work From Office (WFO) role and requires strong on-site leadership and stakeholder engagement.\nKey Responsibilities\nOperations & Client Delivery\nLead end-to-end operations for large-scale international BPO/creative programs with 200+ resources.\nOwn operational performance, service delivery, productivity, quality, turnaround time, and client satisfaction.\nEnsure achievement of agreed SLAs, KPIs, productivity and quality targets.\nDrive daily, weekly and monthly operational reviews with internal and external stakeholders.\nManage client communication, governance forums, business reviews and escalations.\nAct as the primary escalation point for critical operational and client issues.\nMetrics, Reporting & Business Analytics\nDemonstrate strong command over numbers, MIS, dashboards, reports and operational analytics.\nTrack and analyze key metrics including:Productivity\nUtilization\nSLA/TAT\nQuality\nCapacity\nAttrition\nAbsenteeism\nCost per transaction\nRevenue and margins\nResource deployment\nForecast vs. actual performance\n\nTranslate operational data into actionable insights and business decisions.\nPrepare and present monthly/quarterly business reviews and management reports.\nIdentify trends, performance gaps and opportunities for operational optimization.\nCost & Commercial Management\nOwn operational cost management and drive cost optimization and productivity improvement.\nMonitor manpower utilization, capacity planning and resource deployment.\nPartner with finance and business teams on budgeting, forecasting and cost analysis.\nIdentify opportunities to improve margins without impacting service quality or client experience.\nPeople Leadership\nProvide strategic leadership to a large operations team of 200+ employees.\nLead managers/team leaders and build a strong leadership pipeline.\nDrive employee engagement, performance management, capability development and succession planning.\nMonitor attrition and implement effective retention strategies.\nCreate a culture focused on accountability, ownership, customer centricity and continuous improvement.\nCreative / Graphic Operations\nManage or support operations involving graphic design, creative production, digital content, marketing collateral, presentations, image/video content or other creative services.\nUnderstand creative production workflows, capacity planning, quality parameters and delivery timelines.\nWork closely with creative teams, project managers and clients to ensure timely and high-quality delivery.\nBalance creative quality with productivity, SLA, cost and commercial objectives.\nExposure to tools, workflows or environments supporting creative/graphic operations will be an advantage.\nContinuous Improvement\nIdentify operational inefficiencies and lead process improvement, automation and productivity initiatives.\nDrive Lean/Six Sigma or other structured improvement initiatives where applicable.\nStandardize processes, workflows and reporting mechanisms across teams.\nEstablish a data-driven operating culture focused on measurable business outcomes.\nRequired Experience & Skills\n12+ years of overall experience, preferably in International BPO/ITES operations.\nMinimum 5+ years in senior leadership roles involving strategic and people leadership.\nProven experience managing 200+ resources in a large-scale operations environment.\nStrong experience in client delivery and international client management.\nExcellent understanding of SLA, KPI, productivity, quality and operational governance.\nStrong analytical and numerical skills with hands-on experience in MIS, dashboards, reports and performance metrics.\nStrong exposure to cost management, capacity planning and resource optimization.\nProven experience handling client escalations and complex operational issues.\nStrong people management, communication and stakeholder management skills.\nStrategic thinker with the ability to convert data into actionable business decisions.\nExperience in creative/graphic/digital content operations will be an added advantage.\nStrong presentation and business review skills.\nProficiency in MS Excel, PowerPoint and reporting/dashboarding tools.\nExperience working with global clients and geographically distributed teams.\nKey Competencies\nOperational Leadership | Client Management | People Leadership | Cost Management | SLA & KPI Governance | MIS & Reporting | Data Analytics | Capacity Planning | Productivity Management | Escalation Management | Continuous Improvement | Creative Operations | Strategic Planning | Stakeholder Management\nKey Success Metrics\nSLA & TAT adherence\nProductivity and utilization\nQuality performance\nCost and margin improvement\nClient satisfaction\nAttrition and employee engagement\nCapacity utilization\nRevenue and operational efficiency\nContinuous improvement benefits\nWork 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