Our client has recently entered a BPO Outsourcing deal with a provider. The contract covers three G&A towers-F&A, HR, and indirect procurement. This scope of BPO services is new to our client and as such needs an experienced, proven successful person to join their team as we embark upon this transformational program. The ideal candidate will have a functional background in corporate finance and corporate controller duties, as well as 10+ years’ experience working for a tier 1 outsourcing provider.
Cross Tower BPO Transition Leader is responsible for leading the newly formed relationship, including: governance, transition, service delivery and benefits realization. This role is expected to provide BPO thought leadership and define the overall strategy for BPO operations and act as the senior interface between the executive teams. Additionally this role will have responsibility for global vendor account management (VAM) and global service delivery management (SDM). Both of these teams will have ownership and accountability for design and delivery of services leveraged through the partnership.
This role has responsibility for delivery of all transitions, transformation and vendor performance across three G&A service towers. The total annual spend for all three towers is > $20M. The Cross Tower BPO Transition Leader will be responsible for leading the transition team, approving transformation and change request initiatives and for ensuring overall vendor performance meets service level requirements. The Cross Tower BPO Transition Leader will be the lead individual promoting the intent and objectives of BPO services across all lines of business and across all regions.
The Cross Tower BPO Transition Leader will manage and promote the overall relationship. Oversight responsibilities include: planning for long term service growth and alignment between BPO activities, identify any additional services/functions that might be added to the relationship and align with corporate initiatives, vendor services, strategic plans and goal setting process. Also, this role provides guidance and direction to and leads the outsourcing agenda for any new BPO operation/service activities. Finally, this person with liaise with leaders outside of the G&A towers to ensure internal service levels are being met. A pivotal part of this role is in the yearly financial and service improvement benefits realization.
RESPONSIBILITIES
The Cross Tower BPO Transition Leader will provide overall leadership, advice, and guidance relating to BPO services, including:
•Overall stewardship and thought leadership for BPO
•Provide leadership to vendor management teams and service delivery management teams
•Provide oversight with the transition agenda
•Ensures internal alignment on BPO plans & vendor communications
•Strategic vendor engagement
•Serve as the overall BPO point of contact for all stakeholders external to the G&A towers with respect to BPO operations activities
•Support Global LOB Regional Service Delivery Managers and Regional Service Delivery Managers in order to promote consistency of approach and arbitration / decision-making with respect to escalated issues and disputes
•Providing recommendations regarding selection of Vendor Key Personnel
•Drive cross line of business initiatives, oversee 7 year transformation program
•Lead the assessment and management of the risks associated with BPO operations
•Review & approve key change requests
Enable the three delivery towers by removing any obstacles or barriers to the overall success
ESSENTIAL RESPONSIBILITIES
•Strategic outsourcing and vendor management in the customer BPO Operations space. This should include outsource planning, vendor selection, transition, contract management, price book management and negotiation on a global scale.
•Proven experience in complex, global program management where design, development and implementation of new processes, and organizations is required. Experience in Global Processes and Global process ownership (GPO)
•Proven experience of managing an organization across multiple geographies and influencing other organizations where their support is critical to success.
•Ability to work across groups managing individuals both directly and indirectly to achieve a common goal.
•A good understanding of change management, the importance of it, approaches, key tasks and timelines.
•Strong communication and facilitation skills. This role is responsible for driving the design and implementation of a future global vendor management model that spans across a number of divisions and all geographies. Strong facilitation and communication skills are required to ensure that the model we design is the optimum one and that the implementation is managed well.
•Proven ability to understand, interpret and identify opportunities from business financials.
BASIC QUALIFICATIONS
•Bachelor’s degree in Accounting or Finance
•A minimum of 15 years of experience in deployment of Operations / BPO outsourcing offerings
PREFERRED QUALIFICATIONS
•Experience managing global multi-location organizations to achieve results
Strong finance background and proven finance leadership
•Experience in best practice global procurement and category management
•Demonstrated ability to collaborate across an enterprise toward mutual success
•Ability to influence, persuade and negotiate
•Capability and flexibility to meet customer demands and change drivers
•Demonstrated virtual team leadership capabilities
•Excellent multi-channel communication skills
Compensation will include an attractive base compensation, bonus and stock options
If you are interested in learning more, please contact Email Larry Janis, janis@issg.net or phone 516-767-3030