BPO Programme Manager
One of the UK's leading insurance groups requires a BPO Programme Manager. This is a hugely ambitious insurance who have grown through acquisition to become a leader industry figure.
The position owns the end-to-end commercial relationship across captive and outsourced operations portfolio. This is a hands-on, senior role combining BPO & Automation with day-to-day provider relationship management. The postholder provides the commercial authority and credibility needed to hold our outsource provider to the terms of their agreements, and to escalate effectively when performance falls short
This is the single point of BPO accountability for the companies multi-provider outsource portfolio. It is the most critical retained hire in the BPO office structure. This role acts globally to both manage existing relationship but to also ensure a clear articulation of the scope and quality of the service. Owns the offshore strategy and works with the regions/provider to ensure global adoption, business process improvement and technology innovation; across the broker value chain.
Responsibilities
- Own all BPO functionality.
- Managed BPO within the insurance industry (General Insurance)
- Manage the external BPO partnership and supplier relationships
- Be able to identify BPO opportunities for automation with AI.
- Drive MSA/contract renegotiations from input-based to outcome-based/step-down FTE provisions as automation matures.
- Act as the primary relationship owner with all three providers at account director/board level
- Chair quarterly business reviews (QBRs) with each provider ensure QBR outputs feed into the performance dashboard.
- Maintain constructive but commercially robust relationships -
- Oversee onboarding of any future providers within the multi-provider model
- Accountable for SLA compliance across all three providers; reviews the weekly performance pack produced by the Performance Analyst..
- Oversee the VMO tooling suite(vendor management platform,SLA dashboards, contract repository); approve tooling changes.
The role reports directly to the COO and attends the Group Operations Committee. It is a highly visible position i the organisation as it re-structures through BPO. It requires an individual capable of holding captives and three provider relationships simultaneously while maintaining regulatory compliance and delivering a programme of continuous improvement.
This is a wonderful opportunity to join a hugely ambitious organisation on a growth trajectory reporting directly into the board COO. The role is London based for 3 days a week and offers £900 per day for an initial 12 month contract.