PPLS Global BPO Manager

JOB PURPOSE

At Opella Healthcare, we are united by one shared Mission – we work passionately every day, to put Health in Your Hands. We are committed to making healthcare as simple as it should be, thus helping people help themselves. This Mission is the core of our philosophy, driving all that we do to focus on people—our consumers, customers, healthcare professionals, employees, and the Opella Brands that support them.

As a top-three global player in Consumer Healthcare, we are raising the bar with a bold ambition to grow, perform, and outpace the market. We aim to build a more agile and responsive organization capable of delivering our Vision and Mission.

In October 2020, Global Business Services (GBS) was established as a new transversal, multi-disciplinary function. GBS is managing global end-to-end (E2E) processes, ensuring efficiency and effectiveness by using innovative solutions while simplifying and harmonizing the E2E process delivery. One of them is People Services.

Our goal is to elevate People Services to operational excellence, tailored for success, driven by technology and innovation, constantly challenged by external and internal feedbacks. GBS People Services is a global organization focused on providing HR operations services for all Opella employees. This means you will be supported by a team of HR specialists who care about your experience as employee and as manager from the moment that you sign your contract with Opella. Our operations include: Employee Life Cycle, hiring, onboarding, job changes, termination, offboarding, queries, benefits administration, time, payroll.

For some of our countries (about 20, representing about 10% of our total population) People Services is supported through a BPO Partner assist our employees and externals throughout their professional career (job change, promotion, mobility…). We have begun our partnership end of 2023 and the BPO partner is responsible for activities related to hiring, onboarding, job changes, termination, offboarding, queries and also benefits administration, time management and payroll.

Therefore, we are seeking a highly skilled and strategic BPO Manager to oversee our outsourced People Services (Hire to Retire and Payroll) operations. This role is critical in driving operational excellence and enhancing the employee experience through effective vendor management.

The PPLS BPO provider Manager will be responsible:

• Act as the primary point of contact between the organization and the BPO vendor.
• Implement our PPLS target Operating Model for CHC countries in scope, aligned with project plan.
• Ensure BPO operations are run according to our Global Core Model.
• Ensure compliance with service level agreements (SLAs) and contractual obligations (including budget preparation and invoice follow up).
• Drive continuous improvement initiatives to enhance service delivery and efficiency.
• Monitor and report on key performance indicators (KPIs) and vendor performance.

KEY RESULTS/ACCOUNTABILITIES

1.     Act as the primary point of contact between the organization and the BPO vendor:

·       Facilitate regular meetings and communication channels with the BPO vendor to ensure alignment and address any issues promptly.

·       Serve as the escalation point for any operational challenges or disputes, ensuring proper investigation, timely resolution, long term action plan.

·       Maintain a comprehensive understanding of the vendor's operations, capabilities, and constraints to effectively manage expectations.

·       Coordinate any new service request (new country, entity, rules…) documentation, quotation, implementation.

2.     Ensure compliance with service level agreements (SLAs) and contractual obligations:

·       Develop and implement monitoring systems to track the vendor's adherence to SLAs and contractual terms.

·       Conduct periodic reviews of SLA performance, identifying any deviations and working with the vendor to implement corrective actions.

·       Ensure all contractual obligations are met, including data security, confidentiality, and compliance with relevant regulations.

3.     Drive continuous improvement initiatives to enhance service delivery and efficiency:

·       Identify opportunities for process optimization and automation within the BPO operations.

·       Collaborate with the vendor to implement best practices and innovative solutions that improve service quality and efficiency.

·       Foster a culture of continuous improvement by encouraging feedback and suggestions from both internal stakeholders and the vendor.

4.     Monitor and report on key performance indicators (KPIs) and vendor performance:

·       Establish and maintain a comprehensive set of KPIs to measure the vendor's performance across various dimensions (e.g., accuracy, timeliness, customer satisfaction).

·       Prepare and present regular performance reports to senior management, highlighting key trends, risks, and opportunities.

·       Use data-driven insights to make informed decisions and drive performance improvements.

5.     Collaborate with internal stakeholders to align BPO services with organizational goals:

·       Work closely with HR, finance, and other departments to ensure BPO services support the organization's strategic objectives.

·       Gather and analyze feedback from internal stakeholders to identify areas where BPO services can be enhanced.

·       Develop and implement strategies to ensure the BPO vendor's services are fully integrated with the organization's processes and systems.

The performance of the candidate will be measurable through:

. Vendor Performance Metrics: Service Level Agreement (SLA) Compliance and other Key Performance Indicators (KPIs)

. Operational Efficiency: Cost Monitoring, Costs Savings and Process Improvement Initiatives

. Customer Satisfaction: Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS)

. Relationship Management: Vendor Relationship Quality and Issue Resolution Time

KEY WORKING RELATIONSHIPS

CHC GBS departments

CHC GBS People Services

CHC Internal Control

CHC Extended Finance (incl. Accounting, Treasury)

CHC Business GBUs

CHC Ethics & Business Integrity

SKILLS, EXPERIENCE & KNOWLEDGE REQUIREMENTS

Expected skills

Leadership and Team Management: Strong leadership skills to manage and motivate both internal teams and external vendors. Ability to build and maintain high-performing teams.

Analytical and Problem-Solving Skills: Strong analytical skills to assess vendor performance, identify trends, and implement corrective actions. Excellent problem-solving abilities to address operational challenges and drive improvements.

Communication and Interpersonal Skills: Exceptional communication skills to effectively liaise with vendors, internal stakeholders, and senior management. Strong interpersonal skills to build and maintain positive relationships with diverse teams.

Project Management: Proficiency in project management methodologies and tools to oversee BPO projects and initiatives. Ability to manage multiple projects simultaneously and deliver results within deadlines.

Technical Proficiency: Familiarity with HR and payroll systems, as well as relevant software and tools used in BPO operations. Understanding of data analytics and reporting tools to monitor and report on vendor performance.

Background

Extensive BPO Management Experience: At least 7-10 years of experience in managing BPO operations, with a focus on HR and payroll services. Proven track record of managing large-scale BPO engagements across multiple countries.

Global Operations Management: Experience in handling multinational operations, understanding diverse regulatory environments, and managing cross-cultural teams. Familiarity with global compliance standards and data privacy regulations.

Vendor Management: Demonstrated experience in managing vendor relationships, including contract negotiation, performance monitoring, and issue resolution. Experience in driving vendor performance through SLAs and KPIs.

Process Improvement and Automation: Experience in identifying and implementing process improvements and automation initiatives to enhance efficiency and service quality. Proven ability to lead continuous improvement projects and drive operational excellence.

Stakeholder Management: Experience in collaborating with senior management and various internal stakeholders to align BPO services with organizational goals. Strong communication and presentation skills to effectively report on vendor performance and strategic initiatives.