BPO Governance Relationship Manager

Company Name:
Talent for Tech, Inc.
BPO Governance Relationship Manager
Global Manufacturing (Our Client)
Midland, MI (Relocation assistance available)

Our client is made up of innovative leaders, unleashing the power of silicon to benefit everyone, everywhere.
From our pioneering role in the development and commercialization of silicones, our client has grown to become a global leader in silicon-based technology and innovation.
Today, they develop performance-enhancing materials and solutions for virtually every industry in the world - from the green industries of solar and wind to electronics, personal care, textiles, construction, and automotive - and improve the daily lives of billions of people worldwide.
They are proud of what they make, and the safe, environmentally responsible way they make it.
Do what you love. Love what you do ... at our client.
From day one, you will be a valued member of their team, working with people from every country, culture and walk of life in a friendly, welcoming, and empowering environment. You supply the ambition and innovation. Our client will supply the opportunity.
Our client's Total Compensation programs recognize and reward you for the skills and value you contribute to the success of the company. Our client has made it our mission to create a culture that helps you maintain a healthy, well-balanced work-life style.
At our client, your future isn't predetermined by us ... it's invented by you!
Position Description/Requirements
Our client's Global Shared Services (GSS) Organization seeks a Business Process Outsourcing (BPO) governance and vendor relationship manager to define best practice principles to effectively manage and leverage the BPO providers. This role will serve as the primary or single point of contact between Global Shared Services and the BPO providers that are managed through GSS. The selected individual will manage the BPO providers to the service level agreement via metrics outline in the Master Services Agreements (MSAs) with respective providers. The BPO Governance Relationship Manager is also responsible for managing our client's contract administration staff.
Primary Responsibilities:
Our client's BPO Governance manager functions as a single point of contact and acts as the primary interface with BPO providers and leads all contract negotiation teams. In addition, this role is responsible for collaborating with our client's GSS organization to ensure vendor partners are effectively managed and contracts are fully leveraged and is responsible for resolving conflicts, issues and complaints in a manner that enhances the partnership.
The BPO keeps appraised of projects and initiatives that involve outsourcing providers and leads and coordinates meetings to review performance against metrics and associated service level agreements. This role will work closely with our client's Procurement and Supplier Management on contract documents including MSA's, statement of work and pricing and creates successful relationships with all levels of the client's organization as well as BPO provider contacts.
Additional duties and responsibilities:
Our client's BPO Manager is responsible for working closely with the Procurement's Supplier Manager on contract documents, including MSAs, statements of work, and pricing as well as the following duties:
o Ensures that all vendor management process documents, best business practices, policies and guidelines documents are stored and maintained in the records management repository and archived according to our client's records retention policy
o Regularly reviews and evaluates internal and external Service Level Agreements to identify areas of improvement
o Reviews industry best practices and helps select/implement those that would apply to each preferred BPO providers
o Primary responsibility for overall operations and for monitoring the Services for, given Service Agreements.
o Monitor Supplier and our client's compliance with the obligations of the applicable Service Agreement.
o Monitor Supplier contract-level commitments relating to the applicable Services.
o Track fulfillment of Supplier deliverables relating to the applicable Services.
o Ensure audit-ability of Supplier processes relating to the applicable Services.
o Manage Benchmarking activities
o Escalate issues in accordance with the dispute escalation procedures.
o Evaluate Service Level performance and approve any action plans resulting from root cause analyses, audits or other activities relating to the applicable Services.
o Approve, authorize, and oversee all policies and procedures as documented in the applicable Procedures Manual.
o Work with the Supplier Contract Manager as the primary contact to establish and manage obligations, commitments, requirements and expectations in accordance with the Agreement.
o Provide liaison activities and guidance with Supplier's leadership in regard to the strategic needs of our client.
Required Education and Experience:
The selected candidate must have a minimum of a Bachelor's Degree in Business Administration, Computer Science, Accounting, Finance or related field with at least 10 years of experience working in an Enterprise Services Organization, Business Process Outsourcing Vendor or Consulting company. The selected candidate must have a minimum of 5 years of experience working in vendor management of BPO service providers or in a leadership capacity at a BPO service provider or consulting company that interfaces with customers and is responsible for developing or managing outsourcing contracts and engagements or managing vendors. In addition, the selected candidate must be an expert in outsourcing and industry best practices in one or more of the following business processes: finance, accounting, information technology, human resources or purchasing.
The selected candidate must have experience developing and managing vendor contracts and SLA's including service level agreements, and developing and managing metrics associated with the specific contract. Excellent documentation abilities of process documents, best business practices, policies and guidelines as well as the ability to store and maintain records in a repository is required.
Additional knowledge, skills and abilities:
The selected candidate must demonstrate the following competencies.
Organization: Must be able to marshal resources, can organize multiple resources at once to accomplish a goal. Uses resources effective and efficiently and arranges information in an organized manner.
Business Acumen: Knows how businesses work in assigned outsourcing areas. Is aware of future policies, practices or trends in the outsourcing of business processes. Knows how strategies and complex industries work.
Conflict Management: Steps up to conflict and see's opportunity in them. Reads situation's quickly and is good at focused listening.
Negotiation: Can negotiate skillfully in tough situations with both internal and external groups.
Can settle differences with minimal noise and make concessions without damaging relationships.
Customer Focus: Is dedicated to meeting the requirements of both internal and external customers. Gets first hand information and uses it to improve performance.
Managing and Measuring Work: Clearly sets objectives for delivering performance.
Monitors process, progress and results effectively.
Motivating Others: Creates a climate in which people want to do their best. Can motivate many kinds of people on a team or project.
Informing: provides people the information they need to know to do their job and feel good about being a member of a team.
Integrity and Trust: is widely trusted and is seen as truthful. Presents unvarnished truth.
This position requires proof upon hire of unrestricted U.S. employment authorization. Employment based visa sponsorship is not available for this position.
Additional Information
Our client offers a competitive compensation based on skill and experience as well as a flexible benefits package.
Education must be from an accredited institution or global university equivalent.
Our client is an Equal Opportunity Employer M/F/D/V.
For more information or to apply: please contact Brian Cortright of Talent For Tech, Inc. at or 414-840-9700.

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