Manager, Outsourcing Jobs

Reporting to the Director of Customer Care, the Outsourcing Manager will have the unique opportunity to own the outsourced operations and build the appropriate in-house management oversight structure and mechanisms. They will drive the collaboration with external providers in an effort to yield a multitude of innovative ideas to deliver on goals and expected performance of outsourcing partners. They will be the gatekeeper of process and standards, as well as the expert in outsourcing best practices and continuous improvement to ensure an effortless customer experience.

The Outsourcing Manager will be asked to efficiently and independently provide operational expertise and strategic leadership, support, guidance and training to teams on all aspects of outsourced work. The ideal candidate will ensure alignment of teams to the related outsourcing strategies, policies and performance while interfacing with operational teams, support groups and service providers for successful execution of outsourced services, while ensuring compliance with operational standards, ethical practices, outsourcing and procurement policies and procedures.

Operational Performance (40%)

• Manage the outsourcing accounts (90-250 outsourced employees + pay per resolution BPO) and sustain high levels of performance in a constantly changing environment.
• Negotiate suggested alterations to vendor contracts, either during the bidding process or after selection.
• Collaborate with multiple teams to determine requirements for proposals, ensuring projects stay within budget and allotted time frames.
• Monitor, report and propose changes to increase customer satisfaction, quality, productivity and operational performance of each outsource services provider.
• Manage and optimize a multi-million dollar budget (4-5M/year).

Quality Assurance (20%)

• Monitor, report and propose changes to outsourcing policy, agreements and procedures due to changes at the competition, regulatory or compliance levels.
• Work with the internal control functions on monitoring, identifying and remediating quality issues and friction points.
• Conduct, as needed, on-site audits of outsourcing services providers.
• Conduct prior and in-depth analysis (risk assessment) for any contemplated outsourcing, including a description of services, expected results and a detailed evaluation of the risks for financial, operational, legal and reputational risks.

Relationship Management (20%)

• Interact with a wide range of suppliers initiating, negotiating and ensuring the execution of operational, legal and/or financial agreements in a customer experience, customer success or call center environment.
• Manage key internal and external stakeholders effectively by frequently soliciting input, gathering and incorporating feedback into processes as appropriate.
• Source and onboard new partners.
• Manage SSENSE’s outsourcing programs and providers, developing and maintaining key relationships with external vendors as their primary contact.
• Negotiate favorable contracts that align with scope and budget.

Leadership (20%)

• Supervise, coach and train a team of Specialists and Coordinators.
• Monitor team workload and KPIs.
• Conduct performance reviews and establish development plans.
• Collaborate with Customer Care leadership to gauge and monitor team engagement and implement solutions to create a transparent, collaborative and productive work environment.
• Act as an escalation point for complex cases.

• Excellent oral and written communication skills in French and English
• A minimum of 5 years experience in outsourcing management, project management or operations management in a global context
• Experience in doing internal audits, establishing and following up on budgets
• 3 years of previous leadership experience
• Substantial experience in quality, productivity and continuous improvement management and reporting (preferred in a customer experience or customer care setting)
• Bachelor’s degree in Business Administration or a related field, MBA an asset

Skills

• Strong communication and interpersonal skills with the ability to work both independently and in a team
• Strong sense of urgency and pace, with the capacity to prioritize and align conflicting demands and priorities, with ability to respond and meet project deadlines and milestones
• Willingness to travel for on-site meetings and audits to the outsourcing partner locations and strong ability to work effectively across functions and time-zones
• Effective management of cross-functional, diverse teams and demonstrated ability to work and influence within a matrix structure
• Proven track record establishing a trusted relationship with customer business partners
• Excellent time management skills with the ability to be flexible to meet job demands
• High degree of comfort acting as a central point of contact and first point of escalation for issues, disputes, and requests
• Effective quantitative, analytical and interpretive skills

All your information will be kept confidential according to EEO guidelines.