Associate Director – Delivery Assurance, Learning Creation

About the role

The Associate Director – Delivery Assurance, Learning Creation leads governance of learning creation services, ensuring delivery excellence across demand, intake, workflow and supplier execution.

Key responsibilities

• Lead end‑to‑end governance of Learning Creation services, monitoring SLAs, KPIs and quality standards.
• Oversee escalation management, performance reviews and governance forums with BPO partners and internal stakeholders.
• Manage BPO demand planning, forecasting, capacity alignment and workload balancing across captive and outsourced teams.
• Identify and mitigate risks related to demand surges, capacity gaps or delivery bottlenecks.
• Maintain strategic relationships with Learning Partners, ensure supplier performance and drive alignment between business needs and supplier capabilities.
• Provide leadership updates, lead continuous improvement, process optimisation and automation initiatives.
• Lead and develop the Delivery Assurance team, acting as escalation point for critical issues.

Required profile

• Primary degree with significant experience in Learning Creation, HR Shared Services or Learning Operations.
• Strong leadership in global, matrixed and outsourced environments.
• Proven expertise in operating model optimisation, governance and service management.
• Experience managing third‑party suppliers/BPO relationships and stakeholder influencing.
• Demonstrated success in productivity improvements, resource allocation and cost control.

Required skills

• Change Management
• Data Quality Management
• Demand Management
• HR Organizational Design
• HR Process Design
• HR Systems Implementation
• Human Resource Information Systems (HRIS)
• Human Resource Management
• Operations Management
• Performance Metrics
• Process Improvements
• Service Delivery
• Service Delivery Management
• Stakeholder Management
• Succession Planning
• Third Party Management
• Workforce Planning

What we offer

• Hybrid working model with flexible role pattern.
• Competitive salary, incentive pay and comprehensive benefits including pension, health insurance, 5 weeks annual leave and additional paid volunteering hours.
• Opportunities for professional growth on global projects.
• Modern equipment (laptop, iPhone) and various discount programs.