Our client is a leader in global financial BPO services with a strong international network comprising hubs in the USA, Brazil, India, Mexico, Philippines, Singapore and Germany.
Summary
As part of the BPO Global Operations Leadership Team, you will be responsible for the strategic direction and management of the operations for a strategic Fortune 50 client. The jobholder will be responsible for running the site operations while maintaining client satisfaction and driving site profitability. Additionally, this role will also support driving growth and augmenting client relationship across the multiple LoB’s supported by the site.
Responsibilities
- Provide & implement strategic plans to improve site performance to ensure BPO industry leadership
- Review & manage operational performance across LoB’s
- Monitor performance against Service Level Agreements and work with the client to address any performance issues
- Manage the day to day relationship and contract governance and outsourcing provider on relevant planning or contract management topics
- Establish action plans to improve or evolve performance
- Provide guidance, feedback, and leadership to drive the team to achieve, continuous improvement on all operational, quality, and satisfaction metrics
- Agree and monitor appropriate corrective action plans and deal with any local escalations
- Change Management; oversee provider readiness to support new program launches, changes to business rules, processes and tools.
- Ensure processes in place to validate SLAs
- Lead relationship management with multiple business partners
- Development of creative and compelling solutions to meet client needs
- Overseeing preparation of management reporting as well as providing insight and decision support
- Development of the operational agenda as defined in plans, budgets and forecasts
- Drive analysis of strategic opportunities as well as leading growth strategies and unique projects
- Surface and manage risks and opportunities
- Exercise governance & control
- Manage the performance of 4-5 direct reports
- Encourage a culture of continuous improvement and efficiency through on-going analysis
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Qualifications - Experienced senior management professional, with 5+ years operational background in a BPO environment
- Experience in Orders to Contracts or Orders to Invoicing
- Experience in a High-tech Industry
- Global Management Experience Preferred
- Managed a large site of circa 150+ employees or more
- Excellent communication & Presentation skills with the ability to influence, persuade and negotiate
- Capability and flexibility to meet client demands and change drivers
- Experienced with day to day management of complex outsourcing arrangements
- Provide guidance, feedback, and leadership to drive the team to achieve continuous improvement on all operational, quality, and satisfaction metrics
- Experience managing the financial performance of the center
- Management of the SLA’s across LoB’s in the site and responsible for safe & smooth processing of all contracts
- The ability to operate effectively within a fast-moving organization while cultivating strong relationships
- The successful candidate will be a capable and confident communicator and people manager, with very strong personal presence
- Experience working in a fast growing, high demand business
- Numerate and analytical with the ability to identify insightful data and trends
- Strong credentials as an organizational leader, with deep business acumen, proven ability to understand strategic organizational issues and lead and influence change
- Bachelor’s degree required; Masters/ MBA preferred
- Industry experience with leading BPO provider
Location and Travel
- Location: Reno, NV
- Occasional travel
Compensation
Competitive base and bonus plan
If you are interested…or Know someone who might be…. Please Contact us:
Jeff Bruckner, Partner, P-(973) 761-5613, E-bruckner@issg.net
Or
Larry Janis, Managing Partner, P-516-767-3030 ext301, E-Janis@issg.net