Microsoft BPO Operations is responsible for the contracting, performance management, and continuous improvement execution activities for all outsourced BPO providers supporting a variety of internal Business Units out of Microsoft’s Regional Operating Centers worldwide. 

If you love the pursuit of excellence and are inspired by the challenges that come through driving innovations that impact how the world lives, works and plays, then we invite you to learn more about Microsoft Business Operations - and the value we deliver across Microsoft and to our customers and partners. We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development and recognizes and rewards great work.

Position Description:

The Sr. BPO Global Vendor Manager will be accountable for end-to-end delivery of all in-scope Business Process Outsource (BPO) contracts as well as overall vendor performance of BPO services.  He/she will have responsibility for deploying and managing the day-to-day operations at the outsource service provider for a portfolio of our primary contracts.  He/she will be accountable for the successful implementation of initiatives, programs and changes as we continue in our Digital Transformation of our processing operations.   This includes responsibility for ensuring customer satisfaction is not compromised and that cost/benefit impacts are carefully evaluated.  The preferred location for this role is Reno, NV however we are willing to consider excellent candidates based in either Dublin, Ireland or Singapore. The successful candidate will work directly with a number of outsource vendor operations located in Reno, Dublin, Singapore and a growing number of offshore locations that deliver a range of BPO services as part of our Global network of operational delivery centers. 

A successful candidate should be comfortable working within a highly matrix-driven multinational organization, exhibit solid organizational, communication, contract management and negotiation skills, and have a strong customer focus.

Responsibilities

Responsibilities:

Manage the day to day relationship between Microsoft and our outsourced vendors for specified contracts

Manage the governance of the contracts between Microsoft and our outsourced vendors

Negotiate complex, high $$ BPO contracts and commercial agreements

Liaise with Global Service Delivery and Vendor Account Management teams on relevant planning or vendor contract management topics

Ensure outsourced Vendor processes meet global controls and compliance requirements

Provide guidance, feedback, and leadership to drive the Vendor to achieve continuous improvement on all operational, quality, and satisfaction metrics

Agree and monitor appropriate corrective action plans and deal with any escalations

Change Management - oversee vendor readiness to support new program launches, changes to business rules, processes and tools

Ensure SOPs are in place and constantly updated and executed consistent with global processes and best practices

Project manage implementation of new processes to production stage at vendors

Assist in arranging and conducting local vendor compliance audits to ensure vendor is meeting MSOW requirements

Essential qualities include:

Extensive experience in negotiating, developing and managing complex BPO contracts

Strong business knowledge and ability to set clear expectations for Vendor based around business outcomes within a global multi-site operation

Strong communication and influencing skills

Proven experience of influencing other organizations where their support is critical to success

Ability to work across groups managing individuals both directly and indirectly to achieve a common goal

A good understanding of change management, the importance of it, approaches, key tasks and timelines

Ability to thrive in a fast-paced multinational environment working across multiple lines of business

Very strong team player with excellent interpersonal skills 

Qualifications

Basic Qualifications:

Bachelor’s degree or equivalent work experience

A minimum of 5 years of accumulated outsourcing t management experience in an offshore environment supporting a global delivery business – ideally have both contract management and service delivery related experience

Preferred Qualifications:

Strong project/ program management skills

Excellent verbal and written communications skills

Able to work across cultures effectively, valuing diversity within virtual team.  Working knowledge of international business practices.

Proficient in the use of Microsoft Office (PowerPoint, Word, Excel, Visio, Project) products

MBA is a plus

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.