BPO Delivery & Governance Manager

Responsibilities

• Further detail existing process flows and create missing flows, followed by creation of Value Stream Maps (VSMs) to identify and quantify process waste (manual touch points, inefficient tasks, etc.), error rates, and inconsistencies.
• Prioritize and drive process efficiency, compliance assurance, and quality outcomes through process improvement and digital transformation initiatives based on highest impact.
• Monitor program performance metrics and establish continuous improvement or corrective actions as needed.
• Ensure Managed Services Provider’s (MSP) compliance to standard processes and identify and approve exception management scenarios and processes.
• Directly observe end-to-end processes and obtain direct user feedback to assess the customer experience across all touch points. Identify opportunities and drive initiatives to continuously improve customer experience.
• Work with MSP and internal partners to create project roadmaps, document interdependencies, secure resource allocation, and track/report progress, risks, and mitigation plans.
• Drive change management as needed via the MSP, serving as SPOC to MSP for Microsoft policy and procedure guidance and direction.

Qualifications

• Bachelor's Degree in Business, Operations, Finance, or related field AND 4+ years experience in program management, process management, or process improvement OR equivalent experience
• 5+ years of relevant work experience in Operations, BPO Delivery Management large size international organization

• Process excellence experience in Shared Service Center or Outsourcing environment a large plus
• Solid strategic and tactical business skills
• Comfortable working with ambiguity and adept at using data to influence business decision-making
• Demonstrated ability to communicate clearly and effectively with all levels within an organization
• Proven ability to establish trust quickly and create collaborative, mutually beneficial outcomes
• Project management experience and demonstrated ability to implement change
• Extensive background in process optimization, Lean methodologies, and digital transformation
• Expertise in contract management, budget oversight, and supplier engagement
• Exceptional attention to detail, analytical skills, and ability to work at speed across multiple organizations
• Experience developing and implementing playbooks, process maps, and operational frameworks
• Outstanding communication, stakeholder management, and change leadership skills
• Bachelor’s degree in Business Management, Finance, or other related disciplines preferred
• Ability to travel, both domestic and internationally