Associate Director – BPO Partner Management, Service Delivery

This is a fully remote position, open to applicants in India.

📋 Description

• Facilitating BD/BPO Governance forums with BPO partners and internal stakeholders to oversee performance, address challenges, and enforce accountability.

• Leading Operations Rigor initiatives.

• Managing issues and ensuring process excellence, collaborating with the GBS Excellence and Capabilities team to implement best practices for the tower.

• Establishing standardized reporting and dashboards to monitor SLAs, KPIs, and ongoing improvement efforts.

• Conducting regular operational reviews to ensure compliance with BD’s quality and regulatory standards.

• Gathering stakeholder feedback on BPO performance issues to guarantee timely and quality resolutions.

• Tracking and overseeing the Tower BPO business case across operational, change, and transformation programs.

• Taking ownership of business case risk management with the GSO through consistent reporting and visibility.

• Collaborating with the BPO Management Commercial team and Finance to identify opportunities and risks, while recommending strategies for mitigation.

• Partnering with Finance and GSO business stakeholders to model cost efficiencies, service enhancements, and strategic advantages.

• Monitoring and reporting on value realization in alignment with BD’s corporate objectives.

• Collaborating with the BPO Management Contract team and GSO to manage BPO contracts, facilitating negotiations, contract training, analysis, and adjustments throughout the lifecycle.

• Acting as a liaison and driving the agreed multi-year transformation roadmap for outsourced services, in sync with BD’s digital and operational strategies.

• Ensuring robust governance for innovation through automation, AI, and process optimization in collaboration with BPO providers, connecting with Global Process Owners and the IT organization.

• Leading change management and stakeholder engagement efforts in partnership with GSO across Transformation and Continuous Improvement.

• Collaborating with GBS CI and Reporting leaders for performance analysis to identify, track, and recommend Continuous Improvement opportunities.

• Overseeing governance of process changes affecting outsourced operations, ensuring conformity with BD’s internal controls and regulatory obligations.

• Facilitating cross-functional decision-making and change approval workflows.

• Maintaining documentation and audit trails for all process modifications.

• Ensuring that outsourced operations adhere to internal policies, regulatory standards, and data privacy laws.

• Developing and regularly updating business continuity and disaster recovery plans for outsourced operations to minimize disruptions during crises.

• Identifying potential risks to service delivery (e.g., geopolitical, cyber threats, natural disasters) and establishing mitigation strategies with BPO partners.

⛳️ Requirements

• Bachelor’s degree in Business, Operations, Finance, or a related discipline; MBA or equivalent is preferred.

• Over 12 years of experience in BPO governance, shared services, or outsourcing strategy, with a minimum of 5 years in a senior leadership position.

• Demonstrated experience managing large-scale outsourcing contracts and transformation initiatives in a global, regulated environment.

• Strong grasp of operational excellence, process improvement methodologies (e.g., Lean, Six Sigma), and digital tools.

• Background in healthcare, life sciences, medical devices, or similarly regulated sectors.

• Experience with global service delivery models and multi-vendor settings.

• Experience in Services and Operations with direct responsibility for Metrics, Continuous Improvement, and enhancements.

• Proven ability to achieve stakeholder alignment by utilizing exceptional negotiation and communication skills within a matrix organization.

• PMP, Lean Six Sigma, or similar certifications are advantageous.

🏝️ Benefits

• Health insurance

• Professional development opportunities

• Flexible working hours

• Paid time off