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Job Description:

Manage BPO Vendor Management, Payroll & Data Analyst team
Serve as the primary point of contact for all BPO vendor engagements
Ensure vendors meet agreed SLAs, KPIs, and quality standards
Manage contract compliance, negotiations & renewals
Oversee & validate monthly payroll data submission for BPO vendors
Monitor headcount utilization, cost trends & budget alignment
Generate insights & reports to drive decision-making and continuous improvement
Identify process gaps, inefficiencies, or trends impacting vendor performance or cost
Liaise with internal departments to streamline BPO-related processes

Requirements:

Minimum 8 years of experience in BPO operations, vendor management, strategic operations, or a related field.
Proven track record of managing both operational and strategic functions within a high-growth environment.
Extensive experience in managing large-scale teams (preferably 100+ headcount) and diverse stakeholder groups.
Deep understanding of strategic partnership frameworks, including the ability to assess partnership longevity and business impact.
Strong financial acumen with specific knowledge of labor cost structures and compliance within outsourced environments.
Advanced analytical capabilities with experience in defining optimisation parameters and performance drivers.
Exceptional communication and negotiation skills with the ability to influence senior stakeholders.
Strategic thinker with a hands-on approach to problem-solving and decision-making.
Strong leadership skills with a proven ability to manage and develop teams with varying skillsets (Ops vs. Strategy).

Business Process Management Strategy - SPX Express