Manager BPO Vendor Performance

Role Purpose

Manage and oversee the effective and efficient Operational Management to guarantee the achievement of Outsourcing Partners contractual targets. This key role will report and analyze to ensure key contractual commitments agreed with the Outsourcer are being delivered. This role will ensure that remedial
actions and plans are in place where commitments are not being delivered to the standard agreed. Project management of key deliverables by the Outsourcer and IHG are delivered on time to ensure the success of the partnership

The Service Delivery Manager will coordinate communications among the outsource provider and the relevant IHG functions to ensure that all parties are joined up
and that each has the tools, knowledge and required visibility to work together effectively. This role will work particularly closely with Operations, Reporting ensuring the required visibility of Sourcing Partner’s performance and escalations as appropriate

Key Accountabilities

• Analyze current business results and trends in current business performance and critically examine daily operational reports. Develop and implement specific action plans to improve operational performance from areas of shortfall identified.
• Participate in the development and implementation of the RCC strategy and policy as a member of the
• Management Team in order to contribute to the achievement of the sites short and long -term goals.
• Ensure cost per contact versus revenue generation optimization through ongoing analysis of relevant metrics and implementing specification plans in all areas of shortfall.
• Ensure new vendor on-boarding and transition activities are executed successfully
• Ensure the achievement of Division targets for activities directly supporting overall revenue whilst supporting Quality Assurance standards and procedures.
• Serve as escalation point for contractual disputes and interpretation and on-going contractual adherence
• Provide senior leadership with context and recommendations for updating vendor strategies as company needs and the outsourcing environment evolves

Key Skills & Experiences

Education –

Bachelor's Degree in Business Administration, Organizational Development or an equivalent combination of education and work[1]related experience.

Experience –

5 to 10 years progressive work-related experience with demonstrated proficiency in multiple disciplines/processes related to the

position as well as 3 to 5 years prior supervisory or team leader experience.

Technical Skills and Knowledge –

• Demonstrated understanding of hotel and contact center business.
• Demonstrated ability to analyze business trends and performance.
• Demonstrated knowledge of Quality Control and Assurance guidelines.
• Demonstrated experience in leading and developing people.
• Demonstrates effective verbal and written communication skills for the purpose of providing information to clients, vendors
• and/or staff.
• Must be comfortable using meeting systems and video cameras
• Basic understanding of system hardware, software and ISP troubleshooting