BPO Manager Job Description
BPO Manager Duties & Responsibilities
To write an effective BPO manager job description, begin by listing detailed duties, responsibilities and expectations. We have included BPO manager job description templates that you can modify and use.
Sample responsibilities for this position include:
BPO Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for BPO Manager
List any licenses or certifications required by the position: PMP, CSCP, CPIM, APICS, CIPS, CPSM, CPM, ITIL, HDI, SCM
Education for BPO Manager
Typically a job would require a certain level of education.
Employers hiring for the BPO manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Business, Finance, MBA, Business/Administration, Accounting, Management, Associates, Graduate, Education, Marketing
Skills for BPO Manager
Desired skills for BPO manager include:
Desired experience for BPO manager includes:
BPO Manager Examples
BPO Manager Job Description
- Working with our technology services division to implement a new HR system such as SAP ,Oracle, Workday or Cloud/SaaS solutions
- Develop both thought leadership points of view and new service offerings to differentiate us in the marketplace
- SLAs / TAT monitoring
- Handling Client correspondence
- Work allocation / Deployment
- Production and Quality monitoring/ tracking
- Adherence to production hours (as applicable)
- Highlighting Escalations to Manager/Senior Manager
- Raising access and change requests related to processing applications and others tools
- Adhering to IQMS processes
- Identifies downstream processes and impacts for projects (Stage 2)
- Manages the scope throughout the project for projects (Stage 2)
- Ensures the vision is base lined and that any changes requested to the vision are evaluated for project impact and business need for projects (Stage 2)
- Works with the Business Sponsor and/or Program Manager to determine if a change is made as part of the current project, as a later addition or not at all for projects (Stage 2)
- Researches and documents the overall process and data flow related to projects (Stage 2)
- Ensures that the Process and Data flows are complete and within the defined scope for projects (Stage 2)
BPO Manager Job Description
- Effective communication to team on percolating organization updates/changes
- Checking all Audit requirements and maintain records
- Taking care of Rewards & Recognition
- Forecasting & Staffing inputs (as needed)
- Roster management / Cab Approvals
- Participating in the conference calls and updating the weekly status sheet/MIS reflecting the process performance
- Error trend analysis & RCA (as needed)
- Share inputs to Risk Log
- Performance reviews one on one meeting along with Leadership Guiding behaviors assessments
- Incentive Data Preparation & Benefits Data Review
- Creates functional requirements and data mapping specification for projects
- Analyze and evaluate data for purposes of conversion and proof of concept
- Construct detailed functional business requirement specifications (including test scenarios, if required for projects (Stage 3)
- Test, debug, and document program changes for projects
- Perform estimating and scheduling for projects (Stage 2)
- Responsible for planning and directing all work activities related to projects (Stage 3)
BPO Manager Job Description
- Works with the Performance/Tools/Governance team to understand the governance around working with BPO supplier to manage contract, performance
- Interprets the governance framework and standards into day-to-day escalation management and issue resolution processes and recommends any changes to the governance framework as appropriate
- Uses subject matter expertise to resolve all issues
- Identifies appropriate chain of command at supplier to resolve site escalations and partners with BPO supplier as needed to resolve issues
- Works with supplier to manage site escalations and executive escalations
- Under the direction of the Global BPO Supplier Manager, defines and implements process to communicate escalations to MBS leadership as appropriate
- Maintain a keen understanding of marketplace intelligence (trends, competition ) in order to provide market leading perspectives, emerging trends, tools and techniques that can be effectively utilized to develop and promote business
- Drives governance ensuring a fit for purpose design within the global operating model Participates in establishing strategic future state vision
- Identifies current state of end-to-end process, gather and assess business requirements for harmonizing process Lead business fit analysis, identify gaps, scope of change and review alternatives
- Approves system solutions from a business requirements standpoint Consults with IT and/or technical consultants for quality of technical/solution design and scope changes Manages scope and impact of proposed new business requirements end user expectations with respect to process and system functionality
- Provides status reports on Project assignments
- Bachelor or master degree in Accountancy/Finance
- Develop and improve frameworks, methodologies, solutions and offerings
- Plan, organize, lead and execute tasks and projects to ensure the quality of client deliverables
- Ability to communicate verbally and in writing concepts to all audiences
- Relevant Experience in an ITES/IT organization with comprehensive experience in US Healthcare Payer Services
BPO Manager Job Description
- Identifies and oversees testing and training requirements, approves test scenarios and supports business teams for training initiatives
- Assesses business operational project risk and takes appropriate mitigation actions
- Establish core system (GCSS) improvement roadmap
- Regular performance reviews of the process steps and establish improvement plans
- Identify, maintain library and simplify exceptions across countries, processes, and customer segments
- Key contact for Tax outsource providers for queries, escalation and
- Will be the Global Business Process Owner for P2P Process
- Responds directly to requests, as applicable
- Ensures large volumes of assigned work are completed accurately, and timely, in accordance with Service Level Agreements (SLAs), and in adherence to Standard Operating Procedures and the Statement of Work (SOW)
- Works with other managers and supervisors, including those in remote locations, to create a cohesive and collaborative environment that values team success across delivery, quality assurance, training, communication, and reporting
- Knowledge of financial services products and practices, understanding of e-Commerce/Internet technologies, full life cycle management
- Excellent matrix management skills, negotiation and decision-making skills
- 3 years minimum experience with enterprise Outsourcing agreements in financial services industry
- Minimum of 5 years progressive sourcing experience with an emphasis on Outsourcing agreements in financial services industry
- Proven business leader with 3+ years of experience in customer support strategy or quality assurance and previous BPO provider experience preferred
- Demonstrated success in using data to make customer-obsessed decisions and drive behavior change in support organizations
BPO Manager Job Description
- Responsible for the day-to-day activities involving his/her team such as monitoring attendance, mentoring, providing project knowledge, escalating issues in a timely manner, attending and actively taking part in product development meetings, scheduling to ensure adequate and appropriate coverage during peak or high volume periods, and approving weekly time sheets
- Set member goals and objectives and perform quarterly and annual member performance evaluations
- Manage a minimum of two functional teams
- Communicate with client and other external stakeholders as required as part of regularly scheduled status meetings
- Define KPIs, manage to metrics, and perform data manipulation in Excel to analyze team performance
- Drive special projects from inception to completion and communicate progress, roadblocks, and results both verbally and in writing up to and including a the composition of a formal memoranda
- Forecasting and budgeting of BPO activities on the MSD budgeting tool
- Month end accruals for RDC/BPO budget
- Actual vs budget variance analysis and commentary, highlighting negative variances in a timely manner
- Tracking and review of savings initiatives
- Offshore Program and Project Management
- Strategic Sourcing and Vendor Relations
- Proficient in accounting software’s
- Negotiation skills and contract experience
- Business Analysis, requirements gathering
- Own and drive cross-sell of finance & accounting service offerings to existing clients who currently are not buying those services