Senior Director, Global Business Services BPO ...

OverviewSenior Director, Global Business Services BPO Governance. Responsible for shaping and managing BD’s global BPO strategy, ensuring governance, performance, and value realization across enterprise functions.ResponsibilitiesEstablish and lead governance forums with BPO partners and internal stakeholders to monitor performance, resolve issues, and drive accountability.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 and ensure timely resolution with first-time quality.Lead development and validation of business cases for BPO initiatives across Finance, HR, Procurement, and other GBS functions.Model cost savings, service improvements, and strategic benefits in partnership with Finance and business stakeholders.Track and report on value realization and alignment with BD’s enterprise goals.Manage lifecycle of BPO contracts with Procurement, including negotiation, execution, performance management, and renewal.Collaborate with Legal, Procurement, and Risk functions to manage vendor relationships and mitigate exposure.Ensure contract terms are honored in change orders and assess implications on the business case with appropriate decision makers.Lead the BPO engagement in a multi-year transformation roadmap for outsourced services, aligned with BD’s digital and operational strategies.Govern innovation through automation, AI, and process optimization in partnership with BPO providers, connecting with Global Process Owners and IT.Champion change management and stakeholder engagement across BD’s global footprint.Govern process changes impacting outsourced operations, ensuring alignment with internal controls and regulatory requirements.Facilitate cross-functional decision-making and change approval processes; maintain documentation and audit trails for all changes.Ensure outsourced operations comply with internal policies, regulatory standards, and data privacy requirements.Conduct audits and risk assessments and identify mitigation strategies with BPO partners.Create and regularly update business continuity and disaster recovery plans for outsourced operations.Identify potential risks to service delivery (e.g., geopolitical, cyber, natural disasters) and implement mitigation strategies with BPO partners.QualificationsBachelor’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 in healthcare, life sciences, or similarly regulated industries.Experience with global service delivery models and multi-vendor environments.Strong stakeholder alignment and negotiation/communication skills within a matrix organization.PMP, Lean Six Sigma, or similar certifications are a plus.Location: USA NJ - Franklin Lakes. Employment type: Full-time. Salary range information provided by BD may vary by location and is based on experience and other factors. #J-18808-Ljbffr

Created: 2025-09-21