The BPO Partner Manager is responsible for the strategy, design, and continuous evolution of BPO partner operating models, governance frameworks, and performance management strategies to drive consistent service delivery and improved business outcomes. This role influences alignment across internal and external stakeholders, leveraging data, insights, and subject matter expertise to shape enterprise-level BPO performance and partner strategy.
Program and Project Leadership – Plan, execute, and deliver strategic initiatives involving Business Partner operations, ensuring alignment with business goals, timelines, and contractual obligations, while shaping program governance, performance frameworks, and operating standards. Oversees contract governance by ensuring all aspects of the contract are up to date and enforced to include service level agreements, organizational policies, documentation, renewals, and escalation protocols in alignment with business objectives.
- Cross-Functional Coordination: Navigating complex dependencies across departments (e.g., IT, Res Tech, Operations) to deliver seamless project execution, while driving alignment across stakeholders and shaping approaches to manage competing priorities and enterprise impacts.
- Operational Inefficiencies: Identifying bottlenecks or gaps in partner processes and implementing solutions to improve speed, accuracy, and cost-effectiveness, while designing scalable approaches to address systemic issues and drive sustained performance outcomes.
- Adaptability: The Program Manager must be comfortable working in ambiguous environments and proactively shaping processes to meet evolving business needs, including developing new approaches where processes are not clearly defined.
- Innovation Council Liaison: Acting as a bridge between innovation teams and operations to pilot and scale new ideas or technologies, while influencing adoption and integration across partner operations to support long-term business outcomes.
- System Integration: Collaborating with IT and Res Tech to introduce or enhance tools that support BP operations, ensuring system parity and functionality, while guiding enhancements that align with evolving operational strategy and partner needs.
