BPO Manager Job Description

BPO Manager Job Description

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BPO manager provides support and technical advice to the local markets with regard to financial reporting, IFRS accounting, accounting for taxes and financial internal control.

BPO Manager Duties & Responsibilities

To write an effective BPO manager job description, begin by listing detailed duties, responsibilities and expectations. We have included BPO manager job description templates that you can modify and use.

Sample responsibilities for this position include:

May be responsible for managing/ recording detailed customer requirements, constraints, and assumptions with stakeholders in order to establish the project deliverables, using requirement-gathering techniques (e.g., planning sessions, brainstorming, focus groups) and the project charter
Communicates information and ideas in speaking so others will understand
Communicates information and ideas in writing so others will understand
May serve as backup to the Program Manager
On-going maintenance and accuracy of all documents
Initializing and planning projects, developing project cost structure
Lead and or be active in HR related projects induction, performance management, talent management
Vendor Management relationship coordinator between 3rd parties and GFSS Control teams, ensuring vendor compliance to agreement terms and conditions, company policies, standards
Developing client relationships in selected accounts across a wide range of sectors
Working with the client’s HR department and related teams to analyse, design and roll-out key HR operating models including processes and systems to meet changing business needs like globalization of businesses, cost control

BPO Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for BPO Manager

List any licenses or certifications required by the position: PMP, CSCP, CPIM, APICS, CIPS, CPSM, CPM, ITIL, HDI, SCM

Education for BPO Manager

Typically a job would require a certain level of education.

Employers hiring for the BPO manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Business, Finance, MBA, Business/Administration, Accounting, Management, Associates, Graduate, Education, Marketing

Skills for BPO Manager

Desired skills for BPO manager include:

IFRS will be an added advantage
BP’s F&A outsourcing landscape
GBS strategy
Internal and external OTC solutions to come up with best practice for the business
Key stakeholders
Organisational dynamics
Particularly SPU CFOs and Heads of Control in the assigned region
Telephonic systems and call distribution models
Accounting policies/procedures and financial statements
Accounts Payable process

Desired experience for BPO manager includes:

Previous experience with Annual Product Quality Reviews, incident escalation, and Regulatory notifications preferred
Curious- future focused, inquisitive and open minded
Skilled influencer - demonstrates the ability to analyse and understand data and information quickly
Bachelor’s Degree required, preferably in Business, Management, or other related fields
Working knowledge of in-scope processes
Conducts stakeholder interviews and stakeholder workshops to refine the projects for projects (Stage1)

BPO Manager Examples

1

BPO Manager Job Description

Job Description Example
Our company is growing rapidly and is looking for a BPO manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for BPO manager
  • Working with our technology services division to implement a new HR system such as SAP ,Oracle, Workday or Cloud/SaaS solutions
  • Develop both thought leadership points of view and new service offerings to differentiate us in the marketplace
  • SLAs / TAT monitoring
  • Handling Client correspondence
  • Work allocation / Deployment
  • Production and Quality monitoring/ tracking
  • Adherence to production hours (as applicable)
  • Highlighting Escalations to Manager/Senior Manager
  • Raising access and change requests related to processing applications and others tools
  • Adhering to IQMS processes
Qualifications for BPO manager
  • Identifies downstream processes and impacts for projects (Stage 2)
  • Manages the scope throughout the project for projects (Stage 2)
  • Ensures the vision is base lined and that any changes requested to the vision are evaluated for project impact and business need for projects (Stage 2)
  • Works with the Business Sponsor and/or Program Manager to determine if a change is made as part of the current project, as a later addition or not at all for projects (Stage 2)
  • Researches and documents the overall process and data flow related to projects (Stage 2)
  • Ensures that the Process and Data flows are complete and within the defined scope for projects (Stage 2)
2

BPO Manager Job Description

Job Description Example
Our innovative and growing company is hiring for a BPO manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for BPO manager
  • Effective communication to team on percolating organization updates/changes
  • Checking all Audit requirements and maintain records
  • Taking care of Rewards & Recognition
  • Forecasting & Staffing inputs (as needed)
  • Roster management / Cab Approvals
  • Participating in the conference calls and updating the weekly status sheet/MIS reflecting the process performance
  • Error trend analysis & RCA (as needed)
  • Share inputs to Risk Log
  • Performance reviews one on one meeting along with Leadership Guiding behaviors assessments
  • Incentive Data Preparation & Benefits Data Review
Qualifications for BPO manager
  • Creates functional requirements and data mapping specification for projects
  • Analyze and evaluate data for purposes of conversion and proof of concept
  • Construct detailed functional business requirement specifications (including test scenarios, if required for projects (Stage 3)
  • Test, debug, and document program changes for projects
  • Perform estimating and scheduling for projects (Stage 2)
  • Responsible for planning and directing all work activities related to projects (Stage 3)
3

BPO Manager Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of BPO manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for BPO manager
  • Works with the Performance/Tools/Governance team to understand the governance around working with BPO supplier to manage contract, performance
  • Interprets the governance framework and standards into day-to-day escalation management and issue resolution processes and recommends any changes to the governance framework as appropriate
  • Uses subject matter expertise to resolve all issues
  • Identifies appropriate chain of command at supplier to resolve site escalations and partners with BPO supplier as needed to resolve issues
  • Works with supplier to manage site escalations and executive escalations
  • Under the direction of the Global BPO Supplier Manager, defines and implements process to communicate escalations to MBS leadership as appropriate
  • Maintain a keen understanding of marketplace intelligence (trends, competition ) in order to provide market leading perspectives, emerging trends, tools and techniques that can be effectively utilized to develop and promote business
  • Drives governance ensuring a fit for purpose design within the global operating model Participates in establishing strategic future state vision
  • Identifies current state of end-to-end process, gather and assess business requirements for harmonizing process Lead business fit analysis, identify gaps, scope of change and review alternatives
  • Approves system solutions from a business requirements standpoint Consults with IT and/or technical consultants for quality of technical/solution design and scope changes Manages scope and impact of proposed new business requirements end user expectations with respect to process and system functionality
Qualifications for BPO manager
  • Provides status reports on Project assignments
  • Bachelor or master degree in Accountancy/Finance
  • Develop and improve frameworks, methodologies, solutions and offerings
  • Plan, organize, lead and execute tasks and projects to ensure the quality of client deliverables
  • Ability to communicate verbally and in writing concepts to all audiences
  • Relevant Experience in an ITES/IT organization with comprehensive experience in US Healthcare Payer Services
4

BPO Manager Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of BPO manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for BPO manager
  • Identifies and oversees testing and training requirements, approves test scenarios and supports business teams for training initiatives
  • Assesses business operational project risk and takes appropriate mitigation actions
  • Establish core system (GCSS) improvement roadmap
  • Regular performance reviews of the process steps and establish improvement plans
  • Identify, maintain library and simplify exceptions across countries, processes, and customer segments
  • Key contact for Tax outsource providers for queries, escalation and
  • Will be the Global Business Process Owner for P2P Process
  • Responds directly to requests, as applicable
  • Ensures large volumes of assigned work are completed accurately, and timely, in accordance with Service Level Agreements (SLAs), and in adherence to Standard Operating Procedures and the Statement of Work (SOW)
  • Works with other managers and supervisors, including those in remote locations, to create a cohesive and collaborative environment that values team success across delivery, quality assurance, training, communication, and reporting
Qualifications for BPO manager
  • Knowledge of financial services products and practices, understanding of e-Commerce/Internet technologies, full life cycle management
  • Excellent matrix management skills, negotiation and decision-making skills
  • 3 years minimum experience with enterprise Outsourcing agreements in financial services industry
  • Minimum of 5 years progressive sourcing experience with an emphasis on Outsourcing agreements in financial services industry
  • Proven business leader with 3+ years of experience in customer support strategy or quality assurance and previous BPO provider experience preferred
  • Demonstrated success in using data to make customer-obsessed decisions and drive behavior change in support organizations
5

BPO Manager Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of BPO manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for BPO manager
  • Responsible for the day-to-day activities involving his/her team such as monitoring attendance, mentoring, providing project knowledge, escalating issues in a timely manner, attending and actively taking part in product development meetings, scheduling to ensure adequate and appropriate coverage during peak or high volume periods, and approving weekly time sheets
  • Set member goals and objectives and perform quarterly and annual member performance evaluations
  • Manage a minimum of two functional teams
  • Communicate with client and other external stakeholders as required as part of regularly scheduled status meetings
  • Define KPIs, manage to metrics, and perform data manipulation in Excel to analyze team performance
  • Drive special projects from inception to completion and communicate progress, roadblocks, and results both verbally and in writing up to and including a the composition of a formal memoranda
  • Forecasting and budgeting of BPO activities on the MSD budgeting tool
  • Month end accruals for RDC/BPO budget
  • Actual vs budget variance analysis and commentary, highlighting negative variances in a timely manner
  • Tracking and review of savings initiatives
Qualifications for BPO manager
  • Offshore Program and Project Management
  • Strategic Sourcing and Vendor Relations
  • Proficient in accounting software’s
  • Negotiation skills and contract experience
  • Business Analysis, requirements gathering
  • Own and drive cross-sell of finance & accounting service offerings to existing clients who currently are not buying those services

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