Associate Director – BPO Partner Management, Service Delivery

🔥 9 minutes ago

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BD

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1897

⚕️ Healthcare Insurance

💊 Pharmaceuticals

🔬 Science

💰 $24M Grant on 2020-07

Healthcare Insurance • Pharmaceuticals • Science

BD (Becton, Dickinson and Company) is a global medical technology company dedicated to advancing the world of health. It focuses on developing innovative technologies, services, and solutions to improve safety and efficiency in healthcare. BD offers a wide range of products including medication management solutions, surgical solutions, cervical cancer screening, drug delivery systems, and laboratory services. The company is also involved in infection risk management and provides advanced clinical insights to enhance patient outcomes. With a commitment to global health sustainability and social investing, BD is a leader in healthcare technology and services worldwide.

📋 Description

• Driving BD/BPO Governance forums with BPO partners and internal stakeholders to monitor performance, resolve issues, and drive accountability. • Leading Operations Rigor. • Issue management and process excellence, partner with GBS Excellence and Capabilities team to drive best practice for the tower. • Implement standardized reporting and dashboards to track SLAs, KPIs, and continuous improvement initiatives. • Conduct regular operational reviews and ensure alignment with BD’s quality and compliance standards. • Capture stakeholder feedback on BPO performance issues to ensure each is addressed with first time quality and speed. • Tracking and managing the Tower BPO business case across run, changes and transformation programs. • Owning and driving Business case risk management with the GSO through regular reporting and visibility. • Partnering with BPO Mgmt Commercial team and Finance to identify opportunities and risks while recommending mitigation strategies. • Partner with Finance and /GSO business stakeholders to model cost savings, service improvements, and strategic benefits. • Track and report on value realization and alignment with BD’s enterprise goals. • Partner with BPO Mgmt Contract team and the GSO to manage BPO contracts, supporting negotiations, contract training, analysis and changes across the lifecycle. • Liaison and drive agreed multi-year transformation roadmap for outsourced services, aligned with BD’s digital and operational strategies. • Ensure strong governance for innovation through automation, AI, and process optimization in partnership with BPO providers connecting with Global Process Owners and IT organization. • Champion change management and stakeholder engagement partnering with GSO across Transformation and CI. • Working with GBS CI and Reporting leaders for performance analysis to unearth, track and recommend CI opportunities. • Lead governance of process changes impacting outsourced operations, ensuring alignment with BD’s internal controls and regulatory requirements. • Facilitate cross-functional decision-making and change approval processes. • Maintain documentation and audit trails for all process changes. • Ensure outsourced operations comply with internal policies, regulatory standards, and data privacy requirements. • Create and regularly update business continuity and disaster recovery plans for outsourced operations to ensure minimal disruption during crises. • Identify potential risks to service delivery (e.g., geopolitical, cyber, natural disasters) and implement mitigation strategies with BPO partners.

🎯 Requirements

• Bachelor’s degree in Business, Operations, Finance, or related field; MBA or equivalent preferred. • 12+ years of experience in BPO governance, shared services, or outsourcing strategy, with at least 5 years in a senior leadership role. • Proven experience managing large-scale outsourcing contracts and transformation programs in a global, regulated environment. • Strong understanding of operational excellence, process improvement methodologies (e.g., Lean, Six Sigma), and digital enablers. • Experience working in healthcare, life sciences, Medical devices or similarly regulated industries • Experience with global service delivery models and multi-vendor environments. • Experience working in Services and Operations with direct ownership for Metrics, CI and improvements • Experience in gaining stakeholder alignment by leveraging exceptional negotiation and communication skills within a matrix organization. • PMP, Lean Six Sigma, or similar certifications are a plus.

🏖️ Benefits

• Health insurance • Professional development opportunities • Flexible working hours • Paid time off