The Manager, Program Quality Assurance role manages day-to-day oversight of program goals, delivery targets, partner performance, and funder commitments, ensuring that expectations are met with funders, implementing partners, and ecosystem stakeholders. 

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.

Portfolio Delivery Management

• 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