Senior Manager/Associate Director, Business Process Outsourcing (BPO) - Contract

Key Responsibilities:

• Strategic Planning: Develop and implement strategic plans for BPO operations, aligning with the company’s overall business objectives.

• Project Planning and Management: Estimate, plan, and lead transition efforts for new outsourcing engagements. This includes managing people, processes, and technology-related activities.

• Stakeholder Coordination: Act as the primary contact point between internal teams and external partners. Maintain strong relationships with clients and vendors.

• Financial Management: Estimate, plan, and manage project financials, ensuring projects are delivered within budget.

• Risk Management: Identify, track, manage, and resolve project risks and issues. Proactively address emerging risks.

• Performance Monitoring: Assess, monitor, and communicate project status, costs, and key learnings to stakeholders. Design and analyze KPIs to drive continuous improvement.

• Process Improvement: Drive continuous improvement initiatives to enhance service delivery, efficiency, and client satisfaction.

Qualifications:

• Education: Bachelor’s or Master’s degree in Business Administration, Management, or a related field.

• Experience: Extensive experience in BPO operations, preferably 10+ years with a proven track record of managing large-scale projects and teams.

• Certifications: Relevant certifications such as PMP, Six Sigma, or Lean Management are advantageous.

• Skills:

  • Strong leadership and team management skills.

  • Excellent communication and interpersonal skills.

  • Strategic thinking and problem-solving abilities.

  • Financial acumen and budget management skills.

  • Proficiency in project management tools and methodologies.

  • Strong understanding of outsourcing procedures and methodologies.

  • In-depth knowledge of BPO industry trends and best practices.

Desired Skills:

• Interpersonal Skills: Building and maintaining strong relationships with stakeholders and team members.

• Adaptability: Flexibility to adapt to changing project requirements and environments.

• Attention to Detail: Ensuring accuracy and thoroughness in project documentation and execution.

• Innovation: Ability to drive innovation and implement new technologies and processes to enhance BPO operations.