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Manager, Operations Performance

Job Category:

Human Resource

Job Level:


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Close date:


Client Industry:


Job Description and Qualification:

Job Description
  • Manage the global contract relationship with the BPO provider/s; drive performance and overall delivery, working in partnership with relevant function
  • Actively deliver and contribute as part of the relevant Function Leadership team to drive effective Service Delivery 
  • Work with BPO partner/s and Operational Function teams to establish performance metrics, targets, provide regular performance reporting and establishing regular rhythms and cadences for performance and improvement
  • Design, implement and run the global service performance & governance framework to ensure that relevant functions can deliver on its contract business case.
  • Develop expertise on the BPO contract provisions to leverage towards effective service delivery, cost optimization and compliance
  • Build and manage the global Operational Function process catalogue and ensure coordinated focus on best practice, process and policy alignment
  • Leads culture of high performance, positive engagement and partnership, ensuring everybody understands their role in driving improved business outcomes for the function (particularly with BPO)
  • Lead and Develop Contract management capability for the Shared Services to expand to other relevant scope. 
Skills & Experience
  • Has 10 years experience in Service Delivery, Outsourcing and Contract Management for BPO, Captive Shared Services or multinational company
  • HR background is a plus but not required
  • Proven experience in working with / effectively managing external BPO providers to ensure highest standards of customer service. Managing BPO legal contracts for compliance and opportunities is an advantage.
  • Had a leadership role within a shared service organisation with experience managing sophisticated vendor organisations and contract management. Experience of managing large teams (likely shared services – either captive or outsource) to deliver best in class results.
  • Change agent with excellent communication and interpersonal skills. Ability to think innovatively and deal with ambiguity.
  • Experience of driving change within a complex fast moving multi market business – a background in global process ownership and / or service line/function transformation would be an advantage.
  • Experience of operating in large scale, fast moving complex organisations with diverse stakeholder communities and within a matrix structure.
  • Excellent communication, influencing, collaboration and relationship building skills.
  • Has the ability to quickly form working relationships and gain credibility with senior management.
  • .Experience of driving change in heavily outsourced environment. Ability to think innovatively in developing and executing changes to processes.
  • Strong experience of financial process, reporting and control improvements
  • Team management experience, with strong managerial skills and experience of developing high performance teams through well-developed talent management and employee engagement techniques
  • Flexible in the schedule
  • Currently work from home set-up