Associate Director – BPO Partner Management, Service Delivery

Darum lohnt es sich

Responsibilities • Driving BD/BPO Governance forums with BPO partners and internal stakeholders to monitor performance, resolve issues, and drive accountability. • Leading Operations Rigor. • Issue management and process excellence, partner with GBS Excellence and Capabilities team to drive best practice for the tower. • Implement standardized reporting and dashboards to track SLAs, KPIs, and continuous improvement initiatives. • Conduct regular operational reviews and ensure alignment with BD’s quality and compliance standards. • Capture stakeholder feedback on BPO performance issues to ensure each is addressed with first time quality and speed. • Tracking and managing the Tower BPO business case across run, changes and transformation programs. • Owning and driving business case risk management with the GSO through regular reporting and visibility. • Partnering with BPO Mgmt Commercial team and Finance to identify opportunities and risks while recommending mitigation strategies. • Partner with Finance and GSO business stakeholders to model cost savings, service improvements, and strategic benefits. • Track and report on value realization and alignment with BD’s enterprise goals. • Partner with BPO Mgmt Contract team and the GSO to manage BPO contracts, supporting negotiations, contract training, analysis and changes across the lifecycle. • Liaison and drive agreed multi-year transformation roadmap for outsourced services, aligned with BD’s digital and operational strategies. • Ensure strong governance for innovation through automation, AI, and process optimization in partnership with BPO providers connecting with Global Process Owners and IT organization. • Champion change management and stakeholder engagement partnering with GSO across Transformation and CI. • Working with GBS CI and Reporting leaders for performance analysis to unearth, track and recommend CI opportunities. • Lead governance of process changes impacting outsourced operations, ensuring alignment with BD’s internal controls and regulatory requirements. • Facilitate cross-functional decision-making and change approval processes. • Maintain documentation and audit trails for all process changes. • Ensure outsourced operations comply with internal policies, regulatory standards, and data privacy requirements. • Create and regularly update business continuity and disaster recovery plans for outsourced operations to ensure minimal disruption during crises. • Identify potential risks to service delivery (e.g., geopolitical, cyber, natural disasters) and implement mitigation strategies with BPO partners.

Requirements • Bachelor’s degree in Business, Operations, Finance, or related field; MBA or equivalent preferred. • 12+ years of experience in BPO governance, shared services, or outsourcing strategy, with at least 5 years in a senior leadership role. • Proven experience managing large-scale outsourcing contracts and transformation programs in a global, regulated environment. • Strong understanding of operational excellence, process improvement methodologies (e.g., Lean, Six Sigma), and digital enablers. • Experience working in healthcare, life sciences, Medical devices or similarly regulated industries. • Experience with global service delivery models and multi-vendor environments. • Experience working in Services and Operations with direct ownership for Metrics, CI and improvements. • Experience in gaining stakeholder alignment by leveraging exceptional negotiation and communication skills within a matrix organization. • PMP, Lean Six Sigma, or similar certifications are a plus.