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Progam Manager, BPO Governance in Jacksonville, FL at One Call

Date: 10/22/2018

Job Snapshot

Job Description

Progam Manager, BPO Governance

As a Program Manager, you will be responsible for driving initiatives which best utilize our operational support resources and ensure proper governance oversight is executed across the enterprise. You will build collaborative relationships with our partners, working closely with them to create and execute scalable and sustainable program roadmaps. You will identify and remove barriers to rapid deployment and growth. 

Key Responsibilities:

  • Manage new opportunities, oversee transitions for existing agreements and govern ongoing BPO initiatives.

  • Assess feasibly, benefits and risks for new Business Process Outsourcing (BPO) opportunities and add-ons to existing BPO engagements

  • Scope new projects, including participating in requirements and design sessions, where appropriate

  • Project management and support on new BPO launches and expansions, overseeing transition activities and Coach/guide all supporting teams throughout the project lifecycle.

  • Responsible for Transition and Steady State Governance for BPO engagements, including Scheduling periodic planning, progress, and close out meetings with project teams, including internal and external parties.

  • Ensure all appropriate Governance is executed

  • Ensure that contracted resources deliver work to meet performance and quality targets, addressing and ensuring the correction of under-performance issues.

  • Ensure deliverables and obligations of both parties are understood and met

  • Collect transition related artifacts from the contracting process and develop any additional supporting documents to better clarify the scope of the transition

  • Develop a risk and issues tracking process, follow up on outstanding items

  • Coordinate the validation of the Service Provider transition deliverables including achievement of all Toll Gates (i.e. Knowledge Transfer) and associated Toll Gate acceptance criteria.

  • Ensure all transition deliverables and toll gate signoffs/approvals are reported and filed in the Governance Library

  • Work with Governance Lead to monitor the disposition of associates, contractors and incumbent BPO providers and tie this to the Business Case assumptions

  • Manage blocking issues, provide administration of escalations of issue management, anticipate and make tradeoffs, and meet committed delivery timelines.

  • Validate Governance processes are being executed appropriately. 

  • Responsible for execution of governance processes, including contract management, performance delivery management, commercial management and relationship management components.

  • Document and present strategies and periodic updates to internal and external audiences.

  • Ensure that tasks are completed on time and within expected guidelines.

  • Provide recommendations and guidance to help improve future launches and assessments.

  • Identify & implement continuous improvement projects.

Basic Qualifications

- Bachelor’s degree in computer science, engineering or business, or a related degree
- 5-10+ years of experience in program management and facilitation of large cross-functional teams in business operations and technology process improvement.
- Experience developing operational processes and technologies.
- Proven experience leading and delivering process improvement initiatives using Lean and Kaizen.
- Knowledge of program management lifecycle, and skilled at project management tools
- Experience working with suppliers to delivering outsourcing solutions.
- Technical skills including Microsoft Project and SharePoint.
- Demonstrated analytic skills (excel, simple SQL queries)

Preferred Qualifications

- Experience working across different cultures.
- Experience working with remote teams across multiple locations.
- Proven analytical/technical aptitude, i.e. statistics and the ability to carefully analyze large, complex data set.
- PMI certification helpful but not required.
- MBA or Master’s degree preferred in related field.


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