. BPO Program Manager (voice) is responsible for leading the
internal effort to set up a voice BCP site off shore (Philippines).
They will be charged with working with internal staff and off shore
provider (SLK) to clearly articulate the businesscasean ensuring
execution. This position will create transition plans with 3rd
party Collections provider and the line of business to move
existing work to the newly created site and work closely with 5/3
call center and process owners to move workaccordingto business
case. The Program manager will have the responsibility of
overseeing the transition of all work from the US and India into
the new location. They will work closely with SLK to set up
infrastructure, hire leadership and staff tomeet 5/3standards of
operation. This position will require extend stay in off shore
location to ensure a successful migration of work load. The Program
manager will coordinate all training efforts with SLK and 5/3 to
ensure all procedures and policiesare inaccordance
Essential Duties and Responsibilities:
. Responsible for Oversight of Internal Enterprise program
management of all voice offshore/outsource
. Partner with 5/3 Global Solutions sales team and assist in voice
sales efforts as needed.
. Responsible for leading voice initiative to deliver discovery and
transition services for Internal/External clients.
. Responsible for exceeding Internal/External customer''s needs and
delivering transitions on time at cost with a high degree of
. Partnership with sourcing, risk, IT, EPMO, and other core
offshore support departments to
Insure smooth transitions while adhering to Bancorp risk and
. Understand telephonic systems and work closely with IT resources
to deliver customer expectations.
. Assist in P&L management for Agency and SLK Global to deliver
$100m in revenue by 2019.
. Lead / coordinate SLK transitions resources to ensure adequate
availability of resources to meet pipeline demand.
. Oversee SLK Operations and ensure productivity and quality
standards are met on each customer voice engagement.
. Identify and implement process improvement/efficiencies within
current BPO operations on-shore and off-shore
. Re-engineer internal/external processes to enable off shoring,
through lean/six sigma methodology.
. Assist/champion issue resolution for any/all escalated
enterprise-wide BPO initiatives.
. Lead the execution/implementation of offshore development
strategies and next generation BPO
. Projects/initiatives throughout enterprise
. Hold monthly review with voice production management on
production/transition issues and future enhancements
. Ensure Daily management and analytics reporting on all daily
voice production and quality metrics are delivered to the customer
and reviewed for systemic issues.
. Senior management communication and progress updates across lines
. Assist in the monthly BPO Center of Excellence committee meetings
to ensure the best in class
. Responsible for leading a team of BPO account managers to deliver
discovery and transition services for Internal/External
. Coordinate annual BPO forecast and gain approval from business
partners and set timelines for each engagement.