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BPO Manager

1 week ago

Singapore This is an IT support group Full time

BPO Contract and Vendor Management:
Oversee BPO contract management, ensuring compliance, proper governance, and adherence to change control procedures. Proactively manage contract renewals to avoid service disruption and ensure alignment with financial goals and cost optimization.
Own and drive key BPO cadences and activities, including supplier employee onboarding to StarHub systems, budgeting and volume forecasts, escalation management, business reviews, and audit/compliance activities. Ensure business continuity planning and testing are aligned with financial operation requirements.
Plan and lead regular business reviews and executive meetings with key stakeholders, focusing on financial performance, cost optimization, and service delivery improvements at a cadence agreed with leadership.
Manage BPO Supplier Performance:
Manage BPO Supplier performance through the oversight of key performance metrics (e.g., cost, quality, SLAs, and KPIs), driving results through strong internal and external collaboration to continuously improve efficiency and service delivery.
Monitor supplier performance, financial health, and adherence to SLAs/KPIs. Act as the primary liaison to resolve disputes between business stakeholders and suppliers, focusing on proactive resolution and fostering a collaborative relationship.
Facilitate regular strategic and operational conversations between business stakeholders and supplier operations teams to ensure alignment on priorities, performance, and continuous improvement.
Proactively Detect Risks:
Proactively identify financial, operational, and compliance risks in the outsourcing relationship, taking corrective actions to mitigate them and maintain high-performance standards.
Establish and implement contingency plans to address potential disruptions in outsourced operations.
Vendor Data and Process Improvement:
Review vendor performance data, identify opportunities for process improvement, and lead initiatives (e.g., training, process redesign, technology integration) to enhance vendor performance and operational efficiency.
Qualifications
5 years of experience in F&A outsourcing/offshoring including vendor management and vendor transitions.
Demonstrated success in Finance performance management and driving improvement.
A keen eye for process improvement and operational transformation.
Ability to think strategically and utilize strong creative problem-solving skills.
Strong communicator and multi-level stakeholder engagement.
Ability to influence cross-functional, senior leaders and drive change.
Executive level verbal and written communication as well as strong data visualization and presentation skills.
Ability to operate independently and lead, motivate and manage people to drive business outcomes.
Organized and effective planner.
Highly proficient in Microsoft Office 365, SharePoint, and Visio including advanced functions such as importing & exporting data, pivot tables, and macros.
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