The Performance Manager plays a pivotal role in driving operational excellence across Wilson. This
position ensures that people, processes, and performance are aligned to achieve strategic business
outcomes — balancing workforce optimization, compliance, and continuous improvement.
Sitting at the intersection of data, delivery, sourcing, and operations, this role focuses on four key
pillars:

• Performance Management Sourcing Effectiveness : Defining, monitoring, and supporting delivery to help optimize KPIs, SLAs, and sourcing effectiveness (ROI) to drive delivery outcomes.
• Resource Management: Ensuring the optimal allocation and utilization of people and capacity to meet business demands efficiently.
• Compliance & Governance: Supporting delivery to drive process adherence, contractual compliance, and governance frameworks across operations .
• Process Excellence: Leading continuous improvement and performance enhancement initiative to deliver scalable, sustainable outcomes.

PRIMARY DUTIES & RESPONSIBILITIES
Performance Management, Analytics & Sourcing Enablement

• Analyze performance metrics to help delivery teams meet SLAs, KPIs, and contractual targets .
• Lead continuous improvement and performance enhancement initiatives , identifying gaps,
• root causes, and performance trends through data -driven analysis.
• Partner with sourcing and delivery teams to measure sourcing channel effectiveness , time-to fill,
• fulfillment rates, and talent pipeline health.
• Drive sourcing enablement initiatives, ensuring sourcing teams have the insights, tools, and data needed to perform efficiently and meet performance benchmarks.
• Collaborate with stakeholders to align sourcing performance goals with business demand and client expectations.
• Develop and maintain dashboards and reports in tools such as Workday, Power BI, and Achieve to track performance, utilization, and sourcing productivity.
• Deliver actionable insights and recommendations to leadership to improve productivity, quality, and client satisfaction.
Support the definition and monitoring of team and individual goals to ensure alignment with business strategy.

Resource Management & Workforce Optimization

• Partner with Sales, Operations, and Delivery teams to forecast and align workforce supply and demand.
• Manage capacity planning, utilization, and internal mobility to maximize efficiency and minimize idle resources.
• Maintain visibility of the global workforce and identify redeployment opportunities or talent gaps.
• Collaborate with the Internal Recruitment (IR) team to ensure proactive hiring aligns with capacity requirements and business priorities.
• Develop and maintain a robust “bench” strategy for scalability and rapid client onboarding.

Compliance, Governance & Contract Management

• Ensure process documentation, compliance, and governance across all operational functions.
• Monitor and support delivery adherence to customer agreements, SLAs, and contractual obligations, ensuring delivery within scope and managing escalations as required.
• Support and advise leaders needing help adhering to customer agreements, SLAs and contractual obligations, helping delivery deliver within scope and with any escalations as needed.
• Partner with Legal, Finance, and Operations to support contract governance and audit readiness.
• Ensure supported and assigned activities adhere to Wilson’s internal policies, data protection standards, and regulatory frameworks.
• Develop and maintain standard operating procedures (SOPs) and performance governance frameworks.

Process Excellence & Continuous Improvement

• Drive operational excellence by identifying process inefficiencies and implementing sustainable solutions.
• Champion Lean and data-driven methodologies to streamline workflows and eliminate bottlenecks.
• Promote a culture of accountability, innovation, and continuous improvement across teams.
• Track the impact of process changes and report measurable outcomes to leadership.

Collaboration & Business Partnership

• Partner cross-functionally with HR, Finance, Delivery, and Operations to ensure alignment on workforce planning, performance, and budget.
• Present workforce, sourcing, and performance insights to executive stakeholders and client leadership teams.
• Manage escalations effectively, ensuring timely resolution and transparent communication with stakeholders.
• Influence strategic decisions with data-backed recommendations that balance business priorities and operational capabilities.

REQUIREMENTS:

• 5+ years of experience in workforce planning, resourcing, or talent operations, ideally within an RPO, staffing, or professional services environment.
• Strong analytical capability and comfort using data tools (Excel, Power BI, Workday, etc.) to inform decisions.
• Proven experience developing and managing global resource plans or headcount forecasts.
• Exceptional collaboration skills; able to influence cross-functional teams and build alignment between Sales, HR, and Delivery.
• Strategic mindset with the ability to navigate between big-picture planning and operational detail.
• Strong communication and presentation skills, able to translate complex data into business insight