SR BUSINESS PROGRAM MANAGER Job, Makati city in Makati City, National Capital Region

Job Category: Operations
Location: Makati City, PH
Job ID:
Division: Operations
Global Operations Manager, Manila
Organization Summary:
Microsoft BPO Operations is responsible for the contracting, performance management, and continuous improvement execution activities for all outsourced providers supporting the OEM, Volume Licensing, MBS, Enterprise Services, P and LS and EDSG organizations out of Microsoft's Regional Operating Centers worldwide. Our Mission is to be trusted advisors who anticipate and operationally execute on BPO agreements and opportunities delivering value to both Microsoft and our Customers.
Job Description:
We are looking for an experienced, dynamic and passionate individual with proven BPO service delivery and vendor management experience working with large global vendors in the Philippines. The role is located in Manila and will work directly with a number of vendor operations located in the Philippines (PHP) that deliver a range of BPO services as part of our Global network of operational delivery centers. The responsibilities below outline the key activities that this role will be accountable for to meet our Business goals and ensure excellent customer and Partner experience
A successful candidate should be comfortable working within a highly matrix:driven multinational organization, exhibit solid organizational, communication, and negotiation skills, and have a strong customer focus.
Responsibilities:
Manage the Vendor's local operational performance : monitor performance against Service Level Agreements and work with the vendor to address any local performance issues
Manage the day to day relationship between Microsoft and our outsourced vendors in the Philippines for specified lines of business
Liaise with Global Service Delivery and Vendor Account Management teams on relevant planning or vendor contract management topics
Planning and management of local month end / quarter end processes to ensure agreements, orders or key business processes are executed excellently as part of the Global operational plan
Ensure outsourced Vendor processes meet global controls and compliance requirements
Provide guidance, feedback, and leadership to drive the Vendor to achieve continuous improvement on all operational, quality, and satisfaction metrics
Agree and monitor appropriate corrective action plans and deal with any local escalations
Change Management : oversee vendor readiness to support new program launches, changes to business rules, processes and tools.
Ensure SOPs are in place and executed consistent with global processes and best practices
Project manage implementation of new processes to production stage atPHP vendors
Assist in arranging and conducting local vendor compliance audits to ensure vendor is meeting MSOW requirements
Essential qualities include:
Strong Communication and Influencing skills : person needs to be able to manage BPO delivery and expectations
Strong Business Knowledge and ability to set clear expectations for Vendor based around business outcomes within a global multi:site operation
Proven experience of influencing other organizations where their support is critical to success
Ability to work across groups managing individuals both directly and indirectly to achievea common goal
A good understanding of change management, the importance of it, approaches, key tasks and timelines
Ability to thrive in a fast:paced multinational environment working across multiple lines of business
Very strong team player with excellent interpersonal skills.
Basic Qualifications:
Bachelor's degree or equivalent work experience
A minimum of 7 years of accumulated outsourcing management experience in an offshore environment supporting a global delivery business : must have both contract management and service delivery related experience
Preferred Qualifications:
Strong project/ program management skil
Location
Makati city
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