The primary responsibilities of the position include, but are not limited to, the following:
Service and Supplier Leadership
- Monitoring service levels and performance metrics against contractual commitments to ensure customer satisfaction and effective company operations.
- Provide input regarding Supplier performance and create action plans to improve areas needing attention.
- Partner with Enterprise Governance to ensure proper oversight of the Supplier.
Process Management and Execution
- Provide an initial escalation point for incidents before they result in critical issues.
- Act as a key liaison between the BPO Supplier and company to triage incidents and ensure both Supplier and company deliver on their commitments to each other.
- Partner with Quality and Audit functions to ensure controls and compliance.
- Ensure high quality standard operating procedures (SOPs) and strong internal controls for all processes.
- Remain informed of current and proposed standards/practices and assess the impact of any changes on supply chain, financial statements, internal procedures, and internal controls.
Relationship Management
- Developing strong relationships with company leaders, Suppliers, process owners (e.g., Procurement, T&E, Invoice, Payment, Accounting, Freight) and the BPO Supplier's key personnel to create
- Developing strong relationships with company leaders and teams, other personnel interfacing with the Supplier, and also with the Supplier's key personnel
Planning and Project Management
- Collaborate with global process owners, regional lead and the Supplier to identify process improvement opportunities across end-to-end processes, including automation and other simplification strategies.
- Work as Execution lead for critical projects and projects that span across teams.
Leadership
- Leading functional governance teams such as Service Reviews, Change Control Board Meetings, Incident Action / Root Cause Analysis Review Meetings.
- Use influence skills to help others see alternative views or approaches.
Change Management
- Proactively communicate to stakeholders regarding performance, including significant accomplishments, changes in policies, risks, planned/unplanned outages, etc
- Assess relevant training needs, develop training materials and ensure all stakeholders are sufficiently trained on internal control requirements, design and ownership
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