Global Head Operations & Process Transformation

Designation: Regional-Head BPO

Reporting: Global Head Operations & Process Transformation

Location: Europe Time head office Hamburg

Summary

Business Process Outsourcing Head will be responsible for managing the outsourcing of operations, finance, and other activities based on the process, productivity, and  cost optimization projects run by the company. He/She will track and ensure the productivity level, that involves contracting of operations to a third party service provider.

Key Responsibilities

Manage the Business Process Outsourcing, and work on Continuous Improvement

• Business process Monitoring
• Steering BPO vendor management
• Escalation and Exception Handling
• Authorization and Approval of supplies
• Steering Transition of Processes
• Productivity Monitoring & Measurement by process Metrics
• Capacity Tracking
• Conduct Business Reviews at front offices
• Optimization of Outsourcing allocation & costs
• Increase Automation and improve quality Month over Month

Train/Workshop – Process Outsourcing and System Automation

Develop training module/workshop on process outsourcing/standardization/escalation matrix/SOP

Efficiency in Outsourcing 

• Develop and continuously update SLA for effective BPO vendor management, set clear operational SOPs and reports, published to stakeholders in agreed frequency.
• Problem solving and Process Outsourcing of business activities within agreed timelines.
• Make effective arrangement to periodically report the progress of outsourcing activities with Key Stakeholders
• Build measurement matrix to keep a track of vendor performance and effectiveness.

Key Internal Stakeholder

• Build a system of continuous feedback from internal stakeholders to ensure continuous improvement in the management of outsourced process and alignment/efficiency of the BPO.

Standardizing & Outsourcing of processes

• Process Mapping for outsourcing
• Documenting Process with SOP for outsourcing
• Identification of process for standardization with regards to offices/countries etc.
• Develop a standard process of escalation and response time
• Integration of best practices of different process variants (offices/countries)
• Outsource Process to enable reduction of cost, increase quality and increase productivity, Reduce Waste

Cost Reduction

• Reduce outsourcing cost per transaction
• Increase efficiency; Increase Outsourcing; Improve Quality

People Management

• Manage team performance and engagement levels
• Identify Key talent and mentor to create second in line.