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Transformation Vendor Manager

Job Description

This position is responsible for directly managing a team of analysts to:

• Provide oversight of BPO providers to ensure adequate support is provided to internal business partner teams. This includes relationship management, governance, contract compliance and service delivery, and escalation resolution.

• Oversee evaluation and improvement of the performance of the BPO vendor. This role oversees identification of key metrics to track, evaluate service effectiveness, recommends process improvements and provides management with performance data to aid in decision making.

• Provide necessary support on key business projects and initiatives and key business functions.

• Seek out opportunities for operational improvement and provide compelling business cases for change with proven cost savings or efficiencies. Recommend, establish, implement, and enforce policies and procedures that lead to excellent customer service.

• Responsible for day-to-day governance and oversight of BPO providers.

• Manage relationships, performance, established best practices, meetings, escalations, contract, and compliance between the business partner team and BPO provider.

• Manage contractual deliverables and other business requirements performed by the BPO provider. Ensure the alignment of BPO provider performance with business expectations.

• Manage escalations for BPO providers when a service falls outside the scope of the standard operating procedure. Advise analysts on the approach for escalated and complex cases.

• Monitor and report on the performance of the BPO vendors to internal partners. Prepare monthly performance/operational reports for governance meetings.

• Oversee business data analysis to investigate trends and patterns, apply statistical models, and formulate insights. Develop a comprehensive scorecard to track performance on existing services/processes of BPO vendors. Monitor performance against external benchmarks, analyze performance data, and identify trends, areas of underperformance, and opportunities for process improvement.

• Conduct ongoing process reviews and improvement initiatives to drive greater efficiencies for internal and external stakeholders.

Hard Skills

• BPO - Business Process Outsourcing

• Shared Services

• Bachelor's Degree in Business, Corporate Finance, Computer Science, Information Systems, or similar degree (Required)

• Master's Degree (Preferred)

• 2-4 years Management, Team Lead, or other equivalent leadership experience in a relationship management role (Required)

• 2-4 years Vendor Management and Relationship Management (Required)

• 2-4 years Experience with process redesign methods (such as business process re-engineering, Six Sigma, or total quality management) (Required)

• 2-4 years Experience of evaluating Vendor Performance (Required)

• Demonstrated experience producing executive level analysis (Required)

Job Type

This is a permanent position.

Work Site

This is a hybrid position requiring some days on-site in Overland Park, Kansas and some days remote.

About Aston Carter:

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.

Diversity, Equity & Inclusion

At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:

• Hiring diverse talent

• Maintaining an inclusive environment through persistent self-reflection

• Building a culture of care, engagement, and recognition with clear outcomes

• Ensuring growth opportunities for our people

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) for other accommodation options.