Performance Monitoring Manager

About the role

The Performance Monitoring Manager leads quality and knowledge management initiatives, ensuring governance, audit accuracy, and continuous improvement across the organization. This role partners with operations, training, and process excellence teams to translate insights into actionable business recommendations.

Key responsibilities

• Establish and maintain quality assurance frameworks, audit methodologies, and governance standards.
• Oversee quality auditing activities, monitor audit completion, and validate scoring trends.
• Analyze quality trends, defect patterns, and operational risks to provide actionable recommendations.
• Lead root‑cause investigations and develop corrective and preventive action plans.
• Drive continuous‑improvement initiatives to reduce audit failures and enhance operational effectiveness.
• Define standards for knowledge creation, review, publishing, and retirement, ensuring compliance with governance policies.
• Maintain accuracy of procedures, work instructions, and knowledge articles through regular audits.
• Monitor knowledge article usage, search effectiveness, and adoption metrics, removing redundant content.
• Support operational readiness by providing timely knowledge assets for new processes and policy changes.
• Develop and execute the knowledge‑management roadmap, leveraging technology and AI‑enabled solutions.
• Lead, develop, and coach quality and knowledge‑management professionals, fostering a culture of accountability.
• Partner with Learning & Development to address skill gaps using quality findings.

Required profile

• Minimum 1 year experience at P3/P4/M1/M2 level within the organization.
• Proven experience in quality management, governance, and knowledge‑management practices.
• Strong analytical skills with the ability to conduct root‑cause analysis and performance analytics.
• Demonstrated leadership and coaching abilities.
• Experience driving continuous‑improvement initiatives and managing audit processes.

Required skills

• No specific technical skills required.