Associate Director – BPO Partner Management, Service Delivery

Responsibilities

• Driving BD/BPO Governance forums with BPO partners and internal stakeholders to monitor performance, resolve issues, and drive accountability.
• Leading Operations Rigor.
• Issue management and process excellence, partner with GBS Excellence and Capabilities team to drive best practice for the tower.
• Implement standardized reporting and dashboards to track SLAs, KPIs, and continuous improvement initiatives.
• Conduct regular operational reviews and ensure alignment with BD’s quality and compliance standards.
• Capture stakeholder feedback on BPO performance issues to ensure each is addressed with first time quality and speed.
• Tracking and managing the Tower BPO business case across run, changes and transformation programs.
• Owning and driving business case risk management with the GSO through regular reporting and visibility.
• Partnering with BPO Mgmt Commercial team and Finance to identify opportunities and risks while recommending mitigation strategies.
• Partner with Finance and GSO business stakeholders to model cost savings, service improvements, and strategic benefits.
• Track and report on value realization and alignment with BD’s enterprise goals.
• Partner with BPO Mgmt Contract team and the GSO to manage BPO contracts, supporting negotiations, contract training, analysis and changes across the lifecycle.
• Liaison and drive agreed multi-year transformation roadmap for outsourced services, aligned with BD’s digital and operational strategies.
• Ensure strong governance for innovation through automation, AI, and process optimization in partnership with BPO providers connecting with Global Process Owners and IT organization.
• Champion change management and stakeholder engagement partnering with GSO across Transformation and CI.
• Working with GBS CI and Reporting leaders for performance analysis to unearth, track and recommend CI opportunities.
• Lead governance of process changes impacting outsourced operations, ensuring alignment with BD’s internal controls and regulatory requirements.
• Facilitate cross-functional decision-making and change approval processes.
• Maintain documentation and audit trails for all process changes.
• Ensure outsourced operations comply with internal policies, regulatory standards, and data privacy requirements.
• Create and regularly update business continuity and disaster recovery plans for outsourced operations to ensure minimal disruption during crises.
• Identify potential risks to service delivery (e.g., geopolitical, cyber, natural disasters) and implement mitigation strategies with BPO partners.

Requirements

• Bachelor’s degree in Business, Operations, Finance, or related field; MBA or equivalent preferred.
• 12+ years of experience in BPO governance, shared services, or outsourcing strategy, with at least 5 years in a senior leadership role.
• Proven experience managing large-scale outsourcing contracts and transformation programs in a global, regulated environment.
• Strong understanding of operational excellence, process improvement methodologies (e.g., Lean, Six Sigma), and digital enablers.
• Experience working in healthcare, life sciences, Medical devices or similarly regulated industries.
• Experience with global service delivery models and multi-vendor environments.
• Experience working in Services and Operations with direct ownership for Metrics, CI and improvements.
• Experience in gaining stakeholder alignment by leveraging exceptional negotiation and communication skills within a matrix organization.
• PMP, Lean Six Sigma, or similar certifications are a plus.