Title: Executive Director, Supplier Relationship & Business Process Outsourcing (BPO)
Location: New York City
Work Model: Hybrid
Role Overview: The Executive Director will oversee the comprehensive delivery of a large-scale Business Process Outsourcing (BPO) program. This role involves engaging with stakeholders across various business divisions to ensure alignment and active participation in the BPO initiative. The Executive Director will facilitate successful transitions into the program and maintain alignment with BPO suppliers. Continuous monitoring of service delivery and supplier risk will be essential to assess outcomes and ensure sustainability. This role will be responsible for creating and establishing BPO systems and procedures within the organization and developing stakeholder buy-in.
Key Responsibilities:
Delivery Management:
- Develop and implement a centralized framework for BPO, collaborating with business areas to determine the most suitable model (onshore, nearshore, or offshore).
- Partner with the third-party risk management team to ensure supplier compliance with requirements and oversee the end-to-end delivery of BPO functions across multiple business areas.
- Establish a clear program framework, ensuring ongoing engagement with Supplier Relationship Management (SRM) and key stakeholders.
- Define service delivery expectations, ensuring that Service Level Agreements (SLAs) and key deliverables are met by suppliers.
- Engage with business leaders and COOs to align on objectives and ownership of the program.
- Supervise the formation of transformation and due diligence teams, clearly defining roles and responsibilities.
- Design and implement standardized templates and communication channels to enhance transparency and consistency.
- Guide program leads in mobilizing subject matter experts as needed and monitor program delivery to ensure adherence to budgets and sustainability.
- Review and approve milestones and completion proposals, providing ongoing performance, cost, and delivery analytics.
Interpersonal Engagement:
- Build strong partnerships with business stakeholders to influence and define program scope, timelines, and deliverables.
- Foster a collaborative environment by clearly communicating the vision for target outcomes and ensuring alignment with overarching transformation objectives.
- Conduct impact assessments of transformation outcomes and engage process owners to secure buy-in for the target end state.
- Collaborate with business and infrastructure leaders to identify and engage subject matter experts, promoting cross-divisional initiatives.
Expertise and Leadership:
- Exhibit a deep understanding of BPO and stakeholder requirements, influencing the transformation agenda to deliver timely and sustainable outcomes.
- Utilize strong organizational skills to establish a standard framework for program setup and guide team members in creating effective program teams.
- Communicate a clear vision of transformation deliverables across the organization, encouraging stakeholder buy-in.
- Regularly solicit feedback from senior stakeholders to refine program plans and engage methodologies such as Six Sigma, Lean, or Agile as appropriate.
Competencies:
- Customer Focus: Innovate ways to meet customer needs and ensure effective service delivery across organization.
- Driving Change: Articulate the strategic context for change and foster an agile, resilient environment.
- Driving Results: Influence long-term performance and ensure alignment with global objectives.
- Embracing Diversity: Cultivate diverse relationships and promote an inclusive culture within the department.
- Enterprise Leadership: Recognize and develop talent, empowering team members and aligning with organization's vision and values.
- Judgment and Decision Making: Make informed decisions that positively impact departmental and organizational performance.
- Risk Management: Analyze risks associated with new markets and ensure compliance with regulatory standards.
- Strategic and Innovative: Create and communicate a compelling vision for the future, driving innovation across the organization.
Qualifications:
- Master's degree in Business Management, Finance, Supply Chain Management, or a related field is preferred.
- At least 10 years in BPO program development and management across breadth of functions, not just single-function outsourcing.
- Preference towards candidates with a background in the financial sector
- Expert supplier relationship skillsets
- Ability to own and navigate internal stakeholder relationships and organize smooth BPO implementation
This role is pivotal in shaping the future of our BPO initiatives and requires a strategic leader with a proven track record in managing complex programs and fostering collaboration across diverse teams.
Please apply if this role is of interest.
