Business Process Senior Manager

Job Summary

A company is looking for a Business Process Senior Lead responsible for optimizing the Business Process Outsourcing ecosystem.

Key Responsibilities

• Monitor BPO service level agreements (SLAs) and key performance indicators (KPIs) to ensure operational excellence
• Translate internal Salesforce requirements into actionable workstreams for vendors and analyze case volume trends for resource forecasting
• Design quality-checking mechanisms and lead process improvement initiatives using methodologies like Six Sigma or Lean

Required Qualifications

• Experience in vendor management and performance oversight
• Strong background in demand and capacity planning
• Knowledge of quality assurance frameworks and process optimization techniques
• Proficiency in analyzing data to inform decision-making
• Experience with contract negotiation and compliance management