Manager/Senior Manager, Operations Management
2 weeks ago
[What the role is]
As a Senior Manager in the Shared Services Management Division, you will plan and implement strategic Business Process Outsourcing (BPO) initiatives and collaborate with internal stakeholders and service partners to enhance shared services delivery. This role involves facilitating BPO operations, managing change requests, and driving innovation in outsourced processes. You will also play a crucial part in the planning and execution of transition from the current to new service partners.[What you will be working on]
The Senior Manager for the SSMD Division will play a pivotal role in facilitating business process outsourcing (BPO) arrangements, managing change and projects, driving innovation and process improvement, and overseeing performance monitoring, budgeting, and payments. This role is crucial in aligning the division's operations with organizational goals and ensuring the seamless transition and management of outsourced services.
Key Responsibilities & Competencies:
BPO Facilitation and Stakeholder Management
- Develop a strong understanding of the business needs of account-managed divisions to facilitate the desired outsourcing arrangement.
- Facilitate discussions and negotiations for new outsourcing processes to address pain points and improve efficiencies.
- Competency: Stakeholder Engagement and Negotiation
Change and Project Management
- Evaluate potential for outsourcing new business processes and review existing outsourced work, including management of change requests for scope of service, pricing, and volume.
- Develop and execute comprehensive transition plans from current to new vendor, ensuring minimal disruption to operations.
- Apply project management methodologies to oversee concurrent initiatives.
- Competency: Project Management and Change Management
Innovation and Process Improvement
- Facilitate discussions and evaluation of innovation proposals to enhance performance of outsourced work.
- Support process streamlining initiatives.
- Monitor and track potential savings from implemented innovations.
- Competency: Innovation and Process Optimization
Performance Monitoring, Budgeting and Payment
- Monitor and prepare dashboards/reports of performance metrics.
- Ensure alignment with contractual requirements and maintain service partner capacity at optimal levels.
- Perform budget projections and financial transactions for payment of service fees.
- Competency: Financial Acumen and Performance Monitoring
[What we are looking for]
- Possess the required competencies to execute the job duties proficiently, at least 6 years of relevant working experience (Senior Manager), at least 3 to 5 years of relevant experience (Manager).
- Strong project management skills with experience in managing complex, multi-stakeholder projects.
- Experience in planning and executing large-scale transitions between service providers and knowledge of government procurement processes is advantageous.
- Confidence to engage internal and external stakeholders at different levels independently.
- Proficiency in MS Office, especially Excel, and project management tools.
- Analytical and meticulous, particularly when working with complex documents and specifications.
Successful candidates will be offered a 2-year contract in the first instance and may be considered for an extension or be placed on a permanent tenure.
Candidates are encouraged to sign up for a Careers & Skills Passport (CSP) account and include your CSP public profile in your resume. Please check out for details on the CSP.
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