Senior Manager, Performance Engineering

Concentrix; Makati; On-site; PHP 2,500,000 - 3,600,000; Full time

Job summary

Concentrix is seeking a Senior Manager to lead the Performance Engineering Team in Makati, Philippines. This role focuses on driving end-to-end business performance across accounts through training, quality, analytics, and governance, while building high-performing teams and partnering with Operations and clients.

The Senior Manager will develop and execute performance strategies, implement improvements, and ensure alignment between business goals and outcomes.

Qualifications

• 8+ years of leadership experience across Operations, Training, Quality, Performance Improvement, or related functions.
• Experience managing multiple stakeholders and client relationships.
• Proven track record of improving operational performance and leading transformational initiatives.
• Experience presenting to senior leadership and executive stakeholders.

Responsibilities

• Own and drive overall operational performance across assigned programs and accounts.
• Analyze performance trends, identify risks, and implement interventions to improve KPIs.
• Predict, prevent, and address performance gaps before they impact business outcomes.
• Partner with Operations leaders to develop and execute performance recovery and optimization plans.
• Translate business goals into measurable performance strategies and action plans.
• Perform all core responsibilities of a Training and Quality leader.
• Oversee learning, nesting, certification, knowledge management, and quality assurance functions.
• Ensure training effectiveness translates into operational readiness and business performance.
• Drive calibration, quality consistency, and governance across programs.
• Develop capability-building strategies that enhance employee proficiency and customer experience.
• Serve as a trusted advisor to clients and internal stakeholders.
• Present performance insights, recommendations, and business cases to senior leadership and clients.
• Influence decision-making through data-driven storytelling and strategic consultation.
• Build strong partnerships that strengthen trust and expand business opportunities.
• Identify opportunities for innovation, automation, and process improvement.
• Design and implement solutions that improve efficiency, effectiveness, and business outcomes.
• Lead cross-functional initiatives that address systemic performance challenges.
• Foster a culture of continuous improvement and operational excellence.

Skills

Performance Management

Training & Development

Quality Management

Operational Excellence

Business Analytics

Performance Consulting

Client Relationship Management

Governance and Compliance

Change Management

Strategic Planning

Financial and Business Acumen

Executive Communication

Leadership Development

Job description

Senior Manager, Performance Engineering Team

The Senior Manager, Performance Engineering Team is responsible for driving end-to-end business performance across assigned accounts by leveraging training, quality, operational excellence, analytics, and performance management disciplines. This role serves as a strategic partner to Operations and Clients, ensuring sustainable business results through proactive performance prediction, prevention, continuous improvement, and capability building.

The role leads the development of high-performing teams, establishes governance frameworks, identifies business opportunities, and implements innovative solutions that improve customer experience, employee performance, operational efficiency, and financial outcomes.

Key Responsibilities:

Performance Management & Business Results

• Own and drive overall operational performance across assigned programs and accounts.


• Analyze performance trends, identify risks, and implement interventions to improve KPIs.


• Predict, prevent, and address performance gaps before they impact business outcomes.


• Partner with Operations leaders to develop and execute performance recovery and optimization plans.


• Translate business goals into measurable performance strategies and action plans.

Performance Engineering Team (Training & Quality) Leadership

• Perform all core responsibilities of a Training and Quality leader.


• Oversee learning, nesting, certification, knowledge management, and quality assurance functions.


• Ensure training effectiveness translates into operational readiness and business performance.


• Drive calibration, quality consistency, and governance across programs.


• Develop capability-building strategies that enhance employee proficiency and customer experience.

Client Partnership & Stakeholder Management

• Serve as a trusted advisor to clients and internal stakeholders.


• Present performance insights, recommendations, and business cases to senior leadership and clients.


• Influence decision-making through data-driven storytelling and strategic consultation.


• Build strong partnerships that strengthen trust and expand business opportunities.


• Identify opportunities for innovation, automation, and process improvement.


• Design and implement solutions that improve efficiency, effectiveness, and business outcomes.


• Lead cross-functional initiatives that address systemic performance challenges.


• Foster a culture of continuous improvement and operational excellence.

Organizational Maturity & Governance

• Establish and maintain governance frameworks that drive accountability and performance.


• Develop standards, operating rhythms, scorecards, and review mechanisms.


• Create maturity models and performance management systems that elevate organizational capability.


• Ensure alignment between strategy, execution, and business outcomes.

Business Growth & Strategic Initiatives

• Support business growth by identifying opportunities to enhance client value.


• Contribute to account health, expansion opportunities, solution design, and strategic planning.


• Partner with business leaders to develop scalable workforce and performance strategies.


• Lead initiatives that improve profitability, productivity, and customer satisfaction.

Leadership & Talent Development

• Build, lead, and develop high-performing teams.


• Coach leaders and individual contributors on performance management and capability development.


• Create succession and talent development plans.


• Foster a culture of accountability, engagement, collaboration, and innovation.

Experience

• 8+ years of leadership experience in Operations, Training, Quality, Performance Improvement, Continuous Improvement, or related functions.


• Experience managing multiple stakeholders and client relationships.


• Proven track record of improving operational performance and leading transformational initiatives.


• Experience presenting to senior leadership and executive stakeholders.

Knowledge & Skills

• Performance Management


• Training & Development


• Quality Management


• Operational Excellence


• Business Analytics


• Performance Consulting


• Client Relationship Management


• Governance and Compliance


• Change Management


• Strategic Planning


• Financial and Business Acumen


• Executive Communication


• Leadership Development

Success Measures

• Achievement of operational KPI targets


• Improvement in quality and customer experience outcomes


• Increased training effectiveness and performance readiness


• Reduction of performance risks and operational defects


• Growth in client satisfaction and partnership strength


• Successful implementation of governance and maturity frameworks


• Development of high-performing teams and future leaders


• Tangible business impact through innovation and continuous improvement initiatives