Posted about 1 year ago
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Responsibilities
BPO Supplier Governance Role
1. Vendor Relationship Management
- Establish project governance models (SLA/KPI alignment, escalation procedures)
- Optimize cost-to-service (budget compliance, ROI-driven vendor negotiations, P&L (Profit and Loss) accountability)
2. Operational Standardization and Scalability
- Develop business process documentation and knowledge assets (SOPs, LOB manual books)
3. Workforce management and Resource Efficiency
- Forecast business volume and optimize workforce (capacity modeling, shrinkage control, real-time HC adjustments)
- Mitigate labor cost overruns (threshold-based risk escalation, variance root-cause analysis)
4. Performance Governance and Data Integrity
- Implement data-centric performance management (data-driven decision-making, KPI benchmarking)
- Enforce SLA-driven vendor performance metrics (penalty/bonus clauses, continuous improvement cycles)
5. Cross-Functional Leadership and Stakeholder Alignment
- Manage end-to-end project lifecycles (milestone tracking, BAU transition planning)
- Negotiate with stakeholders and resolve conflicts (vendor contract renegotiation, scope creep mitigation)
This job post is closed.