Manager, Program Quality Assurance 17 views

The role also delivers core bank technical assistance and change management support, helping partner financial institutions adopt and mainstream AI-enabled, data-driven lending solutions through structured transformation, capacity building, and operational redesign.

The role ensures that strategy translates into high-quality execution across the portfolio, that delivery risks are identified and escalated early, and that evidence, data, and learning inform decision-making, while MERL implementation remains with the dedicated MERL team.

• Manage delivery of program goals, targets, and commitments across the portfolio, ensuring alignment with funder agreements and institutional priorities.
• Support periodic work planning and delivery sequencing across program workstreams, translating strategic plans into executable workplans.
• Manage day-to-day stakeholder engagement and partnership tracking, escalating delivery risks, partner underperformance, and cross-functional bottlenecks to the Director.

Program Governance and Performance Management

• Manage program governance routines, including external committees, technical working groups, and internal review forums.
• Operationalize accountability frameworks across partners and internal teams.
• Track progress against contractual deliverables, KPIs, and milestones, initiating and following through on corrective actions.
• Manage delivery risk registers and compliance adherence.

Quality Assurance and Delivery Excellence

• Implement and enforce program-wide quality assurance systems, standards, and operating procedures across the portfolio.
• Ensure consistent delivery quality across the participant journey, partner delivery, and service standards.
• Conduct structured delivery reviews, quality audits, and performance assessments across partners and workstreams.
• Ensure corrective actions are implemented, tracked to resolution, and documented.

Bank Technical Assistance and Transformation

• Conduct readiness assessments across partner financial institutions, evaluating governance, credit processes, infrastructure, risk management, culture, and workforce capabilities.
• Support phased implementation of transformation roadmaps, including integration of AI-enabled underwriting, alternative credit scoring, workflow automation, and digital channels.
• Support redesign of lending workflows, SOPs, risk frameworks, credit governance, and incentive structures to support digital credit models.
• Oversee development and delivery of Training-of-Trainers programs, executive briefings, and on-the-job coaching, ensuring institutional capability remains sustainable beyond active engagement.

Change Management

• Support implementation of structured change management frameworks across partner institutions.
• Support Change Management Offices within partner banks, including backlog tracking and quarterly retrospectives.
• Embed continuous improvement routines and agile performance reviews, and develop data-driven change narratives tailored to C-suite leaders and frontline staff.

Team Management

• Manage, coach, and develop the Associate, Program Delivery, setting clear objectives and providing regular performance feedback.
• Oversee administration and documentation procedures across the program delivery team.

Data, Evidence and Adaptive Management

• Produce and quality-assure performance dashboards and reporting for leadership and governance forums.
• Work with the MERL team to ensure evidence and learning inform delivery decisions.
• Use digital tools and AI-enabled analytics for performance monitoring and forecasting.

• Internal delivery targets and workplans
• Weekly and monthly internal performance dashboards
• Quality assurance and program delivery procedures and their implementation across the portfolio
• Delivery review, quality audit, and performance assessment reports
• Issue logs and corrective action tracking
• Bank transformation roadmaps developed and operationalized across engaged financial institutions