Sr. Manager/ Director

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Job Description:

Job Summary: The BPO Liaison will have end-to-end responsibility for managing the relationship with our Business Process Outsourcer (BPO). This role will lead the development and implementation of a governance framework, oversee escalation and communication protocols, and ensure effective monitoring of service levels. The role will work closely with operational stakeholders and global process owners, who remain directly responsible for service delivery and stabilization efforts. The ultimate goal is to strengthen governance, drive performance transparency, and ensure long-term scalability and value generation from the BPO partnership.

The ideal candidate is a seasoned leader with proven experience in managing outsourcing relationships, fostering collaboration between internal stakeholders and external partners, and driving strategic governance frameworks.

Key Responsibilities:

1. Governance and Alignment

• Lead the development and implementation of a governance framework to enhance clarity, accountability, and collaboration with the BPO supplier.
• Align internal stakeholders, global process owners, and the BPO on short-term priorities and a roadmap for long-term process maturity.
• Establish clear communication channels, escalation protocols, and forums to address both operational and strategic relationship issues effectively.
• Drive alignment on priorities and ensure transparency in issue resolution across all levels.

2. Performance Monitoring and Optimization

• Ensure compliance with existing SLAs and align contractual commitments to reflect service-oriented and outcome-driven expectations.
• Develop and oversee mechanisms to monitor and report on BPO operational performance, highlighting gaps, risks, and opportunities for improvement.
• Deliver transparent and actionable reporting to support performance management, enable continuous improvement, and inform strategic decision-making.

3. Escalation and Communication Management

• Define and formalize escalation protocols to ensure swift resolution of operational issues and alignment on priorities.
• Serve as the primary escalation point for governance-related matters, facilitating communication between BPO partners, operational teams, and global process owners.
• Ensure clear, consistent, and proactive communication between all stakeholders to mitigate risks and support effective service delivery.

4. Risk Mitigation and Compliance

• Collaborate with operational stakeholders and BPO partners to identify potential risks and ensure mitigation strategies are implemented.
• Define governance responsibilities and escalation processes to minimize risks associated with process gaps, service failures, and compliance issues.

5. Drive Strategic Value from the BPO Partnership

• Shift focus from reactive issue management to proactive governance, value creation, and innovation.
• Develop and implement a joint roadmap with the BPO, focusing on process improvements, systematic inefficiencies, and long-term strategic objectives.
• Lay the foundation for scalable, adaptable, and service-oriented operations that align with evolving business needs.

6. Financial Management

• Maintain tracker of BPO financial contracts ensuring timely reporting to senior leadership
   
• Faciliate Change Orders creation and tracking
   
• Ensure timely processing by BPO of credits due under the contract terms and due to performance under SLA's and SOX requirements.

Key Business Objectives:

• Enhance governance mechanisms and align internal and external stakeholders on strategic and operational priorities.
• Monitor and optimize performance through robust reporting, SLA management, and continuous improvement.
• Mitigate operational and compliance risks while ensuring accountability and transparency.
• Support operational stakeholders and global process owners in driving service delivery and stabilization efforts.
• Unlock strategic value and scalability through proactive governance, innovation, and long-term partnership roadmaps.

Required Qualifications and Experience:

• Bachelor's degree in Business / Operations; Master's degree preferred.
• 10+ years of experience in outsourcing relationship management, vendor governance, or operations leadership roles.
• Demonstrated experience managing complex BPO relationships and implementing governance frameworks.
• Strong knowledge of SLA management, performance monitoring, and risk mitigation strategies.
• Exceptional communication, negotiation, and stakeholder management skills.

Proven ability to work effectively with operational stakeholders and process owners to achieve governance objectives.

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