Performance & Capability Manager

The Performance & Capability Manager serves as a performance coach and capability builder for the offshore delivery organization. This role is responsible for accelerating time-to-productivity for new hires, enabling smooth adoption of operational and process changes, and improving individual and team performance through targeted coaching and development. Operating at the intersection of onboarding, training, and performance improvement, this role partners closely with Team Leads, Operations Managers, and HR to ensure the workforce is skilled, adaptable, and consistently meeting performance expectations in a dynamic delivery environment.

Main Tasks & Responsibilities:

1. New Talent Onboarding & Readiness

• Design and continuously improve structured onboarding programs to ensure rapid ramp-up and role readiness for new hires.
• Partner with Team Leads and Operations to define role-specific performance expectations and success criteria.
• Facilitate onboarding sessions covering processes, tools, quality standards, and ways of working.
• Track early performance indicators and proactively address onboarding gaps.

2. Training Development & Change Enablement

• Develop and deliver training programs to support:
• Process changes
• Tool or technology updates
• Client-driven requirements
• Operational excellence initiatives
• New implementations
• Translate complex process or change requirements into clear, practical training materials.
• Reinforce training through job aids, performance guides, and post-training coaching.
• Measure training effectiveness and adjust content based on performance outcomes.

3. Performance Coaching & Capability Building

• Act as a performance coach for individuals and teams, with a focus on:
• Underperforming talent
• Skill gaps impacting quality, productivity, or compliance
• Behavioral or execution challenges
• Conduct structured coaching sessions using data, observation, and feedback.
• Create individualized performance improvement plans in collaboration with Team Leads.
• Build coaching capability in Team Leads through modeling, tools, and guidance.

4. Performance Monitoring & Continuous Improvement

• Analyze individual's performance data (quality, productivity, adherence, rework, etc.) to identify trends and improvement opportunities.
• Partner with Operations and Quality teams to address systemic performance issues.
• Support continuous improvement initiatives by reinforcing standard work and best practices.
• Contribute to the development of performance standards, playbooks, and operating rhythms.
• As appropriate conduct QA including call listening and data quality checks.  

5. Stakeholder Collaboratioon

Work closely with:

• • Team Leads and Operations Managers
  • HR / Talent teams
  • Quality and Training functions
• Ensure alignment between performance expectations, training delivery, and operational goals.
• Serve as a trusted advisor on people performance and capability risks.

• Bachelor’s degree in Business, Operations, Human Resources, Industrial Engineering, or a related field.
• 5+ years of experience in operations, training, performance improvement, or workforce enablement.
• Proven experience coaching individuals and teams to improve performance.
• Strong understanding of operational metrics and performance drivers.
• Previous team leadership experience in an operations environment.
• Strong instructional and change management skills.
• Proficiency in English.
• Knowledge of German or French on business level. 
• Experience in offshored operations, business process outsourcing (BPO), shared services, or global delivery centers preferred.
• Certification or training in:
  • Coaching or facilitation
  • Lean, Six Sigma, or continuous improvement
  • Change management or adult learning
• Experience supporting operational change or transformation initiatives. 

It’s an exciting time to be part of our team. At the Adecco Group, our purpose – making the future work for everyone – inspires and connects us all. Through our three global business units (GBU) – Adecco, Akkodis and LHH - we deliver expertise in talent and technology, enabling organizations to succeed and people to thrive.

We’re proud to be a global thought-leader and care about doing the best job we can to ensure better futures for everyone. We do this by building our Future@Work strategy as a united team of 40,000+ colleagues with a collective spirit working in over 60 countries globally. We embody our core values: Courage, Collaboration, Customer at the Heart,  Inclusion, and Passion in everything we do.

Growth and Development

You will have the opportunity to grow across a variety of interesting jobs and careers over our extensive portfolio of global brands. We empower our colleagues to work in the smartest, most efficient ways, achieving total balance between their jobs and their lives. We offer world-class resources for upskilling and development, satisfying your curiosity while sharing skills, knowledge, and expertise to grow together. Here, you can be yourself, and we aim to build on the attributes that make you, you.

We believe that having an understanding of the hiring process helps you to prepare, feel, and be, at your best. As a global, multi brand organization with multiple different roles, our application process can vary.

On our career site, you will find some of the key steps you can expect to guide you along the way.

Inclusion

We believe in talent, not labels. We focus on the diverse and unique skills our people bring. Our culture of belonging and purpose ensures everyone can thrive and feel engaged. We are proud to be an Equal Opportunity Employer, committed to equity, equal opportunity, inclusion, and diversity.

Interview Process

Our interview process includes an initial phone screening, followed by a virtual round of interviews with Hiring Manager, HR team and senior leaders. This process helps us understand your fit within our team and allows you to ask questions about the role and our company. If you are a visionary leader with a passion for learning and development, we invite you to join us in making the future work for everyone.

Accommodations

We are committed to providing an inclusive and accessible recruitment process for all candidates. If you require any additional accommodations or support due to a disability or other special circumstances, please let us know by contacting us. We will work with you to ensure your needs are met throughout the hiring process.

Posting date: 23-04-2026