UK job descriptions by sector
Business process outsourcing job descriptions
159 in this sector.
Level 2 jobs · 16
- Associate Nearshore Operations Assistant The Associate Nearshore Operations Assistant is here to make sure our daily operational tasks run like clockwork, directly supporting our client service delivery. You'll be working right at the heart of our operations team, taking raw client requests or data and turning them into completed tasks that our clients rely on to run their own businesses. When you do this job well, our clients are happy, our service level agreements (SLAs) are met, and everything hums along nicely. If things go wrong, though, it can mean missed deadlines, unhappy clients, and a lot of extra work for everyone. The tricky part is that even routine tasks can have big consequences if you miss a detail. The reward? You'll be learning the ins and outs of BPO, building a really solid foundation for your career, and seeing your work contribute directly to client success. View
- Associate Vendor Management Specialist The Associate Vendor Management Specialist is here to support the team with all the essential, routine tasks that keep our vendor operations running smoothly. You'll be the person making sure contracts are filed correctly, data is updated, and basic queries are handled. This role sits right at the heart of our vendor ecosystem, making sure the foundational data and processes are rock solid, which directly impacts how well we manage our BPO partners. When you do this job well, the rest of the team can focus on the bigger, more complex stuff, knowing the basics are covered. If things go wrong here – say, a contract renewal date is missed – it can cause headaches, delays, and even cost us money down the line. The challenge, honestly, is staying super organised and picking up new systems quickly. The reward? You'll gain a deep understanding of vendor management, which is a really valuable skill in the BPO world, and you'll be setting yourself up for a proper career here. View
- Associate, Strategic Partnerships The Associate, Strategic Partnerships, is here to make sure our partnership engine runs smoothly, supporting the senior team in managing and growing our BPO ecosystem. You'll be the go-to person for all the crucial background work, from keeping our partner data squeaky clean to helping new partners get up and running. This role sits right at the heart of our commercial strategy, helping connect our BPO services with external capabilities to create even better solutions for our clients. When you do this job well, our partners feel valued, our data is reliable, and our senior managers can focus on the big strategic plays, knowing the details are covered. If things go wrong, though, we could end up with frustrated partners, inaccurate reporting, and missed opportunities, which isn't great for anyone. The challenge? Learning a complex BPO landscape quickly and keeping a lot of plates spinning. The reward? Seeing how your meticulous work directly contributes to securing significant deals and expanding our market reach. View
- BPO Contract Administrator The BPO Contract Administrator is responsible for managing the full lifecycle of our standard client and vendor contracts. This means you'll be involved from the moment a deal is struck right through to its renewal or termination, making sure all the 'i's are dotted and 't's are crossed. You'll work at the intersection of our Sales, Operations, and Legal teams, translating their needs into solid contractual agreements that protect the business and keep our clients happy. When this role is done well, our contracts are clear, compliant, and easy to manage, which means fewer disputes and smoother operations. When it's not, we risk financial penalties, legal headaches, and unhappy clients—which, let's be real, no one wants. The challenge is balancing speed with meticulous accuracy in a busy environment. The reward? Knowing you're a crucial part of keeping the business running smoothly and protecting our bottom line. View
- BPO Operations Analyst The BPO Operations Analyst is here to execute specific, well-defined tasks within our client processes, ensuring everything runs like clockwork. You'll be the hands-on person, accurately processing transactions, inputting data, and making sure all the necessary checks are done. You'll sit right at the heart of our service delivery, often working directly with client data and systems, which means getting it right is absolutely critical. When you do this job well, our clients receive accurate, timely service, and our internal teams can trust the data they're working with. If things go wrong, it can mean unhappy clients, financial penalties, or a lot of rework for everyone. The tricky part is learning complex systems and processes quickly, especially when things aren't always perfectly documented. The reward, though, is seeing your work contribute directly to client satisfaction and understanding how a global operation functions from the inside out. View
- Contract Administrator As a Contract Administrator, you'll independently manage a portfolio of our standard BPO contracts. This means you're the go-to person for making sure everything from contract renewals to basic amendments is handled properly and on time. You'll be the primary point of contact for routine questions about these agreements, both internally and sometimes with clients. Your work sits right at the heart of our client relationships and our operational delivery. You'll be working closely with our Sales team to understand new deals, with Operations to make sure we're delivering what we promised, and with Finance to ensure we're billing correctly. You're translating complex legal documents into practical actions for the business. When you do this job well, our contracts flow without a hitch, clients are happy because expectations are clear, and we avoid any nasty surprises or revenue leakage. Honestly, it keeps the whole business running smoothly. If things go wrong, though, we could face disputes, missed revenue, or even legal issues, which nobody wants. The challenge? It's often about juggling multiple contracts, getting information from busy people, and spotting those tiny details that can make a huge difference. The reward, on the other hand, is seeing your work directly contribute to our clients' satisfaction and our company's financial health. View
- Junior BPO Operations Associate As a Junior BPO Operations Associate, you'll be right at the heart of our service delivery, handling the essential, high-volume tasks that underpin our client operations. Your primary job is to execute defined processes accurately and efficiently, ensuring everything runs smoothly. You'll work closely with our BPO Process Specialists, learning the ins and outs of various client engagements and operational workflows. When you do this job well, our clients receive accurate, timely service, and our senior colleagues can focus on more complex problem-solving. If things go wrong, it can cause delays, rework, and ultimately, unhappy clients. The challenge here is maintaining high accuracy and speed even when tasks are repetitive, and honestly, sometimes a bit tedious. The reward? You'll build a rock-solid foundation in BPO operations, which is pretty much essential for any future career in this space. View
- Junior Compliance Analyst The Junior Compliance Analyst is here to help keep our BPO operations on the straight and narrow, ensuring we meet all the rules and regulations for our clients. Day-to-day, you'll be checking processes, gathering evidence, and making sure our paperwork is spot on. This directly impacts our reputation and, frankly, whether we keep our clients happy and avoid hefty fines. You'll work closely with the operational teams and your Senior Analyst, translating those complex regulatory bits into practical actions that everyone understands. When you do this job well, our operations run smoothly, our clients trust us completely, and we avoid any nasty surprises from auditors. If it's not done properly, we could face big penalties, lose clients, or just generally make a mess of things. The tricky part is often getting busy operational teams to prioritise compliance tasks when they're focused on hitting their own targets. The reward, though, is knowing you're protecting the business and its clients, building a real understanding of how a complex operation stays compliant, and setting yourself up for a proper career in this field. View
- Junior Contract Management Specialist The Junior Contract Management Specialist is here to provide essential support across the contract lifecycle, making sure everything from initial document creation to filing is handled with care. You'll be spending your days working with our Contract Management team, helping them keep on top of all our client agreements. This means a lot of data entry, document organisation, and making sure our internal systems reflect the latest contract details. You'll learn how our BPO contracts are structured and what makes them tick. When you do this job well, our contract records are clean, accurate, and easy to find, which means less hassle for everyone else and fewer risks for the business. If things get sloppy, we could miss critical dates or struggle to find important clauses, which can cause real headaches and potentially cost us money. The challenge here is absorbing a lot of detail quickly and staying super organised in a busy environment. The reward? You'll be directly contributing to the smooth running of our client relationships and building a really solid foundation in commercial contract management. View
- Junior Governance Analyst The Junior Governance Analyst supports our governance team by making sure our day-to-day operations in Business Process Outsourcing (BPO) stick to the rules. You'll primarily focus on checking documents, tracking compliance tasks, and generally helping out with all things risk and control. You're essentially the first line of defence, making sure we don't miss anything important. This role sits right at the heart of our BPO delivery, working closely with the teams who actually serve our clients. You'll be translating those big, scary regulatory documents into practical checklists and making sure our operational folk understand what they need to do. When you do this well, we avoid fines, keep our clients happy, and build a reputation for being super reliable. If you mess up, well, it could mean a client audit goes sideways, or worse, a regulatory slap on the wrist. The tricky part is learning all the different rules and how they apply to our varied client contracts. It's a lot to take in. But the reward? You'll get a proper grounding in a critical area of business, learning from some seasoned pros, and actually see how your careful work protects the company. View
- Junior SLA Analyst The Junior SLA Analyst is here to make sure our performance data is accurate and ready for reporting. Day-to-day, you'll be gathering numbers, checking them over, and putting them into the right templates. This directly impacts our ability to show clients we're meeting our promises, which, let's be real, affects whether they stick with us and if we get paid properly. You'll typically sit with the wider SLA team, learning from more experienced analysts. Your work feeds directly into the reports that go to our clients and internal teams, helping everyone see how we're doing. When you do this job well, our reports are clean, accurate, and delivered on time – meaning no nasty surprises for anyone. If it's not done well, we could be explaining away incorrect figures, facing service credits, or worse, losing client trust. The challenge? It's often about sifting through messy data and making sense of it, sometimes under tight deadlines. The reward? You'll build a solid understanding of how a BPO actually runs, how contracts are managed, and you'll become the go-to person for reliable data, which is a pretty powerful thing. View
- Junior Vendor Management Assistant The Junior Vendor Management Assistant is here to provide crucial administrative support to our Vendor Management team. Day-to-day, you'll be handling a lot of the essential data entry, document organisation, and basic communication that keeps our BPO vendor relationships ticking over. You'll be working at the very start of our vendor lifecycle, making sure new suppliers are set up correctly and existing ones have their details up-to-date. This directly impacts our operational efficiency and, frankly, keeps our Finance team happy. When you do this job well, all our vendor records are spot-on, invoices get processed without a hitch, and our team has quick access to everything they need. If it's not done well, we're looking at delayed payments, confused vendors, and potential compliance headaches – nobody wants that. The real challenge here is learning the sheer volume of processes and making sure you're always, always accurate. The reward? You'll be the unsung hero who ensures our BPO partners can deliver services to our clients without any administrative speed bumps. Plus, you'll learn a ton about how a big business works with its suppliers. View
- Outsourcing Strategy Associate The Outsourcing Strategy Associate is here to support the team with all the crucial groundwork, making sure our strategic sourcing initiatives have solid data and well-organised documents. You'll spend your days gathering information, preparing reports, and generally keeping things ticking over so the more senior analysts can focus on the bigger picture. You'll sit right at the heart of our Business Process Outsourcing department, helping to translate raw data into clear, usable information that our Outsourcing Strategy Analysts and Managers use to pick the right partners and keep them performing. When you do this job well, our team makes decisions based on accurate, timely information, which means we pick better vendors and save the company money. If things go wrong, we might end up with dodgy data, slow reports, and potentially miss important details in a contract, which can cost us a fair bit. The challenge, honestly, is grappling with sometimes messy data and learning our complex processes quickly. But the reward? You'll get to see first-hand how major outsourcing deals are put together and how your meticulous work directly contributes to big business outcomes. View
- Performance Management Associate The Performance Management Associate is here to support our BPO operations by making sure our performance data is spot on and readily available. Day-to-day, you'll be pulling reports, checking figures, and generally keeping the data engine ticking over. You'll work right at the heart of our operational teams, helping to translate raw numbers into the basic insights that everyone from team leaders to senior managers uses to make decisions. When you do your job well, our operations teams get reliable, accurate data quickly, which means they can react faster and keep our client commitments. If the data's wrong, well, that can lead to bad decisions and unhappy clients, which we definitely don't want. The challenge here is learning a lot, quickly, and making sure every number counts. The reward is seeing your work directly support the people on the front lines and knowing you're building a solid foundation for your career in performance management. View
- Shared Services Associate The Shared Services Associate is here to get things done, primarily handling routine operational tasks within our Business Process Outsourcing (BPO) services. You'll be processing transactions, updating records, and generally making sure the data is where it needs to be, when it needs to be there. This directly impacts our clients' daily operations, whether that's making sure their invoices are paid on time or their HR records are spot on. Your work sits right at the heart of our service delivery, supporting various client functions like Finance, HR, or Customer Operations. You'll be translating raw information into accurate, processed data that our specialists then use to keep everything moving. When you do this job well, our clients barely notice us – which is exactly what they want. Things just work. When it's not done well, well, that's when client issues start to pop up, and nobody wants that. The challenge here is getting comfortable with repetition and maintaining absolute precision, even when the tasks feel a bit mundane. You'll also need to learn our systems and processes inside out, and quickly. The reward, though? You'll gain a really solid understanding of how a BPO operation actually functions, build a strong foundation in various business processes, and see how your meticulous work contributes to big client outcomes. Plus, you'll be part of a supportive team that's keen to help you learn and grow. View
- Shared Services Coordinator The Shared Services Coordinator is responsible for executing defined operational processes, which directly impacts our ability to meet client Service Level Agreements (SLAs) and maintain service quality. You'll work within a dedicated operational team, translating incoming client requests and data into accurate system entries and completed tasks that our clients use for their own operations. Honestly, you're the one making sure the cogs turn and the numbers add up. When this role is done well, our clients receive timely, accurate services, and our operations run like clockwork. When it's not, we risk missing deadlines, incurring penalties, and ultimately, losing client trust – which, let's be real, no one wants. The challenge is learning a variety of processes and systems quickly, then applying them consistently, even when the data is a bit messy. The reward is becoming a reliable, indispensable part of the team, knowing your precise work directly contributes to client satisfaction and the overall success of the centre. View
Level 3 jobs · 44
- BPO Contract Manager The BPO Contract Manager looks after a portfolio of our business process outsourcing contracts, making sure our partners stick to the agreed terms and deliver the services we need. You'll be the main point of contact for these contracts, sitting right between our internal teams (like Operations and Finance) and our external BPO vendors. You'll translate what the business needs into contractual language and then make sure the vendor actually does it. When this role is done well, our outsourced operations run smoothly, we get great service, and we don't end up paying for things we shouldn't. If it's not done well, we could face service disruptions, unexpected costs, or even legal headaches. The challenge is balancing our business needs with what's fair and realistic for our partners, all while keeping a close eye on the contract. The reward? Seeing our outsourced services hum along nicely, knowing you've kept everything on track and saved us a few quid along the way. View
- BPO Performance Specialist The BPO Performance Specialist is responsible for getting under the bonnet of our operational performance, which directly impacts our client's satisfaction and our bottom line. You'll spend your days working at the intersection of raw operational data and the actual teams delivering the service, translating complex numbers into practical insights that our team leads and managers can use to make things better. When you do this job well, our operations run like a well-oiled machine, hitting SLAs, keeping customers happy, and saving us money. If it's not done well, we miss targets, clients get annoyed, and we could even face penalties. The challenge here is that data is rarely clean, and getting people to change their ways can be tough. The reward, though, is seeing your recommendations actually make a tangible difference to thousands of customer interactions every day. View
- BPO Transition Manager The BPO Transition Manager is all about making sure we can actually deliver on what we promise our clients. You'll be taking a client's existing way of doing things, figuring out how our BPO teams will do it, and then making that switch happen without dropping the ball. This role sits right at the heart of our client relationships and our operational delivery, translating complex client needs into clear, actionable plans for our teams. When you do this job well, clients are happy, our delivery teams are set up for success, and we avoid those awkward, expensive mistakes. If it goes wrong, well, that means unhappy clients, missed deadlines, and a lot of scrambling to fix things. The challenge here is juggling multiple moving parts and often dealing with processes that are, frankly, a bit of a mess to start with. The reward, though, is seeing a new service go live seamlessly and knowing you were key to making it happen, bringing real value to our clients. View
- Commercial Analyst The Commercial Analyst is here to make sense of our client contracts and service costs, translating raw data into clear commercial insights. You'll independently handle routine analyses, maintain our existing pricing models, and get the initial drafts of commercial proposals ready for review. Day-to-day, you're at the intersection of our sales efforts and operational realities, turning detailed figures into actionable information that our sales and operations teams use to win and deliver profitable business. When you do this well, we price our services correctly, avoid nasty surprises, and keep our clients happy while making a decent margin. If it's not done right, we could end up taking on unprofitable work or missing out on opportunities. The tricky part is often getting consistent data from all the different systems. The reward, though, is seeing your analysis directly influence real-world commercial outcomes and helping the business grow smartly. View
- Commercial Manager The Commercial Manager is responsible for independently managing commercial proposals and agreements for our BPO services, which directly impacts our revenue growth and client satisfaction. You'll sit squarely between our sales team, solution architects, and the client, translating complex operational needs into clear, compelling commercial offers. When this role is done well, we win profitable deals that genuinely help our clients, and our delivery teams have a clear roadmap. When it's not, we risk losing deals, or worse, signing agreements that aren't sustainable for us or the client. The challenge is balancing client expectations with our internal capabilities and profitability goals, often under tight deadlines. The reward is seeing your commercial constructs turn into successful long-term partnerships, knowing you helped a client solve a real business problem. View
- Global BPO Performance Specialist The Global BPO Performance Specialist is all about getting under the bonnet of our BPO operations. You'll independently analyse specific processes, identify where things are getting stuck or costing too much, and then put together clear, actionable insights for the teams that run them. This role sits right at the intersection of data, operations, and client delivery, translating complex performance numbers into practical steps that make a real difference. When you do this well, our clients see better service, our teams work more efficiently, and we save money. Get it wrong, and we could be missing big opportunities, frustrating our operational teams, or worse, failing to meet our client commitments. The tricky part is often getting clean data and then convincing people to change how they've always done things. But the reward? Seeing your recommendations actually get put into practice and watching the numbers improve, knowing you made that happen. View
- Global Business Services Director The Global Business Services Director (at this level, think 'GBS Process Consultant') is here to dive deep into our existing business processes, figure out what's broken or just a bit clunky, and then actually fix it. You'll be a hands-on problem-solver, not just a strategist. This means you'll spend your days analysing workflows, spotting opportunities for automation, and then helping to build or implement those solutions to make our BPO operations slicker. You'll work right at the heart of our service delivery, translating messy operational realities into streamlined, efficient processes that our internal teams and external clients will genuinely appreciate. When you do this job well, our service delivery becomes faster, more accurate, and frankly, cheaper. That means happier clients and a healthier bottom line for us. If it's not done well, we're stuck with manual errors, slow turnaround times, and a frustrated workforce, which nobody wants. The real challenge here is dealing with processes that have been around for ages, often with layers of 'how we've always done it' thinking. You'll need to gently, but firmly, push for change and bring people along with you. The reward? Seeing a process go from a painful, manual slog to a smooth, automated flow. That's pretty satisfying, honestly. View
- Global Outsourcing Governance Director The Global Outsourcing Governance Director (at this level, think of it as a specialist role) makes sure our outsourced business processes run smoothly and deliver what we expect. You'll independently handle specific parts of our vendor relationships, focusing on performance, compliance, and making sure the contract terms are actually met. This role sits right at the heart of our operations, bridging the gap between our internal teams and our BPO partners, translating what's written in a contract into day-to-day reality. When you do this well, our business units get reliable service, costs stay under control, and we avoid nasty surprises. If things go wrong here, we could face service disruptions, unexpected costs, or even regulatory fines. The tricky part is often getting everyone on the same page when something goes off track. The reward, though, is seeing complex global operations function effectively because of your oversight. View
- Global Outsourcing Governance Specialist This role is all about making sure our outsourcing partners deliver the goods, consistently and correctly. You'll be spending your time knee-deep in performance reports, checking if the numbers add up, and making sure our contracts are being followed to the letter. Think of yourself as a quality controller and a bit of a detective for our outsourced services. You'll sit right in the middle of our Business Process Outsourcing department, acting as the bridge between our internal teams and our external vendors. Your job is to translate what's happening on the ground with our partners into clear, actionable insights for our internal managers. When you do this well, our outsourced operations run like clockwork, we avoid costly mistakes, and our business units get the support they need without a hitch. If things go wrong, though, we could be looking at unhappy customers, missed deadlines, and potentially significant financial penalties. The tricky part is often getting clear, unbiased data from vendors and then convincing internal teams to stick to the agreed processes. The reward? You get to see tangible improvements in how we work and know you're directly contributing to the company's bottom line by ensuring value for money. View
- Head of BPO The Head of BPO (Process Lead, really) is responsible for the day-to-day execution and performance of one of our key outsourced processes, like claims processing or customer support. You'll make sure we're not just meeting, but ideally exceeding, the client's expectations and our own internal targets. This role sits right at the heart of our delivery operations, translating client requirements into tangible results and keeping our teams focused. When you do this job well, our clients are happy, our teams are efficient, and we're actually making money on the contract. If it's not done well, we miss SLAs, clients get annoyed, and our margins disappear faster than a free pint on a Friday. The tricky part is balancing client demands with operational realities and making sure your team stays motivated through repetitive tasks. The reward, though, is seeing your process run like a well-oiled machine, directly contributing to our reputation and bottom line. View
- Head of Offshoring As a Head of Offshoring at this level, you're responsible for making sure specific offshore projects and processes actually deliver what they promise. You'll be the one who takes the plans from the Senior Heads and makes them happen, often figuring out the practicalities and ironing out the creases along the way. Your day-to-day work directly impacts how efficient our operations are and how happy our clients are with the service we get from our offshore partners. You'll work closely with internal business units and our offshore vendors, acting as a crucial link to translate requirements into tangible results. When you do this well, our offshore teams hit their targets, costs stay in line, and our internal teams get the support they need without a fuss. Get it wrong, and we could see missed deadlines, unhappy clients, or even financial penalties from our vendors. The challenge here is often dealing with incomplete information or unexpected issues that crop up in different time zones. You'll need to be quick on your feet to adapt standard approaches when things don't go exactly to plan. The reward? Seeing a complex offshore transition go live without a hitch, or fixing a tricky operational problem that genuinely makes a difference to a business unit. View
- Head of Outsourcing Transition As a Head of Outsourcing Transition (Mid-Level), you'll independently run smaller transition workstreams, making sure our clients' operations move over to our BPO teams without causing any headaches. You're the one who takes the detailed plans and actually puts them into action, often adapting things on the fly when the real world gets in the way. You'll sit right at the heart of our client relationships and our internal operations teams, translating what the client needs into clear steps for our delivery teams. When you do this well, our clients see a seamless handover, their processes keep running, and everyone's happy. If it doesn't go to plan, well, that's when client trust takes a hit, and we end up firefighting. The tricky part is dealing with all the unexpected stuff that pops up – messy data, last-minute changes, or people who aren't quite on board. The reward, though? It's seeing a complex operation successfully land and knowing you made it happen, often making things much better than they were before. View
- Innovation Director The Innovation Director (Mid-Level) is responsible for taking ownership of specific innovation projects and workstreams, turning abstract ideas into tangible improvements for our BPO clients. You'll independently execute process analysis, design automation solutions, and help get new technologies off the ground. This directly impacts how efficient and valuable our services are, ultimately affecting client satisfaction and our bottom line. You'll work at the intersection of our BPO operations and client-facing teams, translating operational pain points and client needs into practical, tech-enabled solutions. It's about bridging the gap between 'how we do things now' and 'how we *could* do things'. When this role is done well, we see real, measurable improvements in our BPO services – think faster processing, fewer errors, and happier clients. When it's not, we risk falling behind competitors, losing client trust, and missing out on significant growth opportunities. The challenge here is balancing big, bold ideas with the practical realities of implementation and getting buy-in from various teams. The reward, though, is seeing your ideas come to life and genuinely making a difference to how a large organisation operates. View
- Innovation Specialist The Innovation Specialist is here to find and fix the everyday inefficiencies in our Business Process Outsourcing operations. You'll spend your days digging into how things actually work, spotting opportunities for automation or process tweaks, and then helping to build out those solutions. This isn't about grand, abstract strategy; it's about practical, measurable improvements that make a real difference to our clients and our teams. You'll typically sit between our operational teams and our more senior innovation consultants, acting as a bridge to translate operational pain points into actionable improvement plans. You'll take ownership of specific process analysis tasks, helping to design and even deploy some of our simpler automation workflows. When this role is done well, we see tangible reductions in processing times, fewer errors, and happier teams because their tedious tasks are gone. When it's not, we risk falling behind competitors, losing client trust, and frustrating our own people with outdated ways of working. The challenge is often getting to the root cause of a problem, especially when the data is a bit messy or people are used to 'how things have always been done'. You'll need to be persistent and a bit of a detective. The reward, though, is seeing your ideas come to life, knowing you've made a real, positive change, and learning loads about how a big BPO operation actually runs. View
- Nearshore Operations Director The Nearshore Operations Director (yes, 'Director' at this level is a bit of a grand title, but it reflects the ownership you'll have!) is responsible for independently running and improving specific operational processes for our clients. You'll make sure we hit our Service Level Agreements (SLAs) and keep our clients happy by delivering consistent, high-quality work from our nearshore centres. Day-to-day, you'll sit between the client's requirements and our operational teams, translating what's needed into clear instructions and making sure the work gets done. You'll often be the first point of contact for routine operational questions for your assigned processes. When you do this job well, our clients see seamless service, and our teams feel supported and clear on their tasks. If things go sideways, we risk missing SLAs, client frustration, and potentially losing business. The tricky part is balancing client demands with what's actually achievable on the ground, especially when things change quickly. The reward? Seeing a process you own run like clockwork and knowing you're a key part of keeping our clients in business. View
- Nearshore Operations Manager The Nearshore Operations Manager (Level 002) is responsible for making sure a specific part of our client's operations runs like clockwork, hitting all the agreed service levels. You'll independently handle routine tasks and make sure the team's daily work gets done right. This directly impacts our client's satisfaction and, frankly, whether they keep us on. You'll sit right between the day-to-day delivery team and our more senior operational leads, taking raw operational data and turning it into clear performance updates that our Senior Specialists use to report back to clients. When you do this job well, our clients see consistent, reliable service, and our teams feel supported and clear on what they need to do. When things don't go as planned, it can mean missed targets, unhappy clients, and a lot of scrambling to fix things. The challenge here is often dealing with unexpected issues and making quick, sensible decisions with what you've got. The reward? Seeing your part of the operation run smoothly, knowing you've kept the client happy, and helping your team grow. View
- Offshore Operations Specialist The Offshore Operations Specialist is responsible for the day-to-day execution and performance of specific operational processes within our offshore delivery centres. You'll ensure we consistently meet client service level agreements (SLAs), troubleshoot issues as they pop up, and look for small, smart ways to make things a bit better. This role directly impacts our client satisfaction and our ability to deliver on our promises, which, let's be honest, is everything in BPO. You'll work at the intersection of our offshore teams and our internal client-facing groups, translating operational data into clear performance updates and flagging potential problems. When you do this well, our clients are happy, and our teams run like clockwork. If things go sideways, we risk missing targets, upsetting clients, and potentially losing business. The tricky part is keeping everything stable and improving things, even when the data is messy or the requirements shift. The reward, though, is seeing your process improvements actually make a difference and knowing you're a critical part of keeping our promises. View
- Offshoring and Nearshoring Specialist As an Offshoring and Nearshoring Specialist, you'll own specific operational processes within our global service delivery model. Day-to-day, that means keeping a close eye on performance, troubleshooting those annoying little issues that always pop up, and getting detailed reports ready for your manager and our internal client teams. You're the person making sure the wheels keep turning, even when things get a bit bumpy. This role sits right at the heart of our service delivery, bridging the gap between our UK operations and our teams in other countries. You'll translate what our internal clients need into clear instructions for our offshore partners, and then make sure they deliver. When you do this well, our operations run like clockwork, clients are happy, and we hit our cost savings targets. If things go wrong, well, that can mean missed deadlines, unhappy clients, and a lot of frantic phone calls. The tricky part is juggling multiple priorities and dealing with issues that are often outside your direct control. But the reward? You get to see the tangible impact of your work every single day, knowing you're keeping a complex global operation running efficiently. It's a real chance to get stuck into the nuts and bolts of global operations. View
- Outsourced Services Coordinator The Outsourced Services Coordinator is here to make sure our external partners are hitting their marks, keeping our services running smoothly and efficiently. You'll be the main point of contact for a few key vendors, tracking their performance and jumping in when things go a bit sideways. Honestly, you're the glue that holds these relationships together at an operational level. Day-to-day, you'll sit right between our internal business units – like Customer Service or Finance – and our outsourced providers. You'll translate what our internal teams need into clear instructions for the vendors, and then make sure the vendors are actually doing it. When this role is done well, our outsourced services feel like an extension of our own team, delivering consistent quality and value. If it's not, we end up with unhappy customers, missed deadlines, and a lot of headaches for everyone. The tricky part is often navigating the grey areas, where the contract doesn't quite cover a new problem, or an internal team changes its mind. But the reward? Seeing a complex service run like clockwork because of your careful oversight, and knowing you've kept things ticking along for thousands of customers. View
- Outsourced Services Manager The Outsourced Services Manager is responsible for independently running specific client process streams, making sure they hit their targets and that our clients get exactly what they're paying for. You'll work at the intersection of our delivery teams and the client's operational needs, translating their requirements into actionable tasks and ensuring our people can actually deliver. When this role is done well, our processes hum, clients are delighted, and we often see opportunities to expand our services. When it's not, we miss SLAs, clients get frustrated, and we risk losing business—which, frankly, is a big deal. The challenge is often juggling multiple client demands and making sure our internal teams have everything they need to perform. The reward? Seeing a complex process run like clockwork and knowing you're the one who made it happen. View
- Outsourcing Analyst The Outsourcing Analyst is here to keep a close watch on our BPO vendors, making sure they're hitting their targets and that we're getting what we paid for. You'll independently look after specific vendor relationships and processes, making sure things run smoothly day-to-day. This role sits right at the heart of our operations, linking our internal teams with our external partners. You're the one translating raw performance data into something meaningful, helping your manager and other teams see what's really going on. When you do this job well, our outsourced services hum along nicely, our internal teams are happy, and we avoid any nasty surprises like missed deadlines or unexpected costs. If things go sideways, though, we could end up with unhappy customers, budget overruns, or even regulatory headaches. The tricky part is often getting consistent data from different vendors and then figuring out what it all means. But the reward? You get to see your work directly impact how efficiently our business runs, and you become the go-to person for specific vendor insights. View
- Outsourcing Assistant The Outsourcing Assistant is responsible for making sure our external partners deliver on their promises. Day-to-day, you'll be checking performance, spotting issues, and generally keeping things on track. This role sits right at the heart of our operations, linking our internal teams with the vendors who handle key business processes for us. You'll be translating what our internal teams need into clear instructions for vendors, and then making sure the vendors actually deliver. When you do this well, our outsourced services run like clockwork, saving us money and keeping our customers happy. If things go wrong, it can mean missed deadlines, unhappy clients, and even financial penalties. The tricky part is often dealing with messy data or sudden, 'urgent' requests that throw your plans off. But the reward? Seeing your reports and insights actually get used to make things better, knowing you've made a tangible difference to how we operate. View
- Outsourcing Change Manager The Outsourcing Change Manager is here to make sure our outsourcing projects actually stick. You'll take ownership of specific change workstreams, making sure our internal teams and our BPO partners are on the same page and ready for new ways of working. Day-to-day, this means you're translating complex project plans into clear communications, practical training, and solid support structures. This role sits right in the middle of our project delivery teams and the business units we're helping. You're the one who ensures that when we hand over a process, it's not just a 'lift and shift' but a smooth, well-understood transition. When you do this well, our projects go live without a hitch, people adopt new processes quickly, and we see real benefits from outsourcing. Get it wrong, and you'll have confused staff, frustrated clients, and a lot of post-go-live firefighting. Frankly, the tricky part is getting everyone to buy into the change, especially when it means doing things differently. But the reward? Seeing a complex, multi-team project successfully land and knowing you made it happen for real people. View
- Outsourcing Contract Manager The Outsourcing Contract Manager (BPO) makes sure our client contracts and vendor agreements actually deliver what they're supposed to. Day-to-day, you'll be tracking performance, sorting out billing queries, and flagging anything that looks a bit off. You'll sit between our clients and our service delivery teams, translating contract terms into real-world actions and making sure everyone's on the same page about what good looks like. When you do this job well, our clients are happy, our vendors are accountable, and we avoid costly disputes. Frankly, if it's done poorly, we could lose money, damage client relationships, and end up in a right mess. The tricky part is balancing strict compliance with the need for a bit of flexibility in a fast-moving business. But the reward? Seeing complex outsourcing relationships thrive because you've kept a steady hand on the tiller, ensuring fair play and clear expectations for everyone involved. View
- Outsourcing Governance Specialist The Outsourcing Governance Specialist is here to independently keep an eye on our BPO vendors, making sure they stick to their contracts and deliver the services we pay for. You'll be the person digging into the data, flagging when things aren't quite right, and helping to fix them. Essentially, you're the guardian of our outsourced service quality and value. You'll sit right between our internal teams who use these services and the external vendors who provide them, translating expectations into actionable performance metrics and then holding everyone accountable. When you do this job well, our business units get reliable, high-quality service, and we avoid nasty surprises like unexpected costs or unhappy customers. If it's not done well, frankly, we risk overpaying for poor service, damaging our reputation, and losing money. The tricky part is often getting both sides—our internal teams and the vendors—to agree on what 'good' actually looks like, and then consistently achieving it. The reward? You get to be the one who ensures we're getting real value for money, and you'll see tangible improvements in how our services are delivered. View
- Outsourcing Process Improvement Specialist The Outsourcing Process Improvement Specialist is here to make our BPO operations run like a well-oiled machine. You'll independently take on specific process improvement projects, getting right into the nitty-gritty of how things work. This isn't about just tweaking things; it's about finding the real problems, figuring out why they're happening, and then designing solutions that genuinely make a difference. Day-to-day, you'll be mapping out existing processes, spotting where the bottlenecks are, and then proposing smarter, more efficient ways of doing things. You'll work closely with our operational teams, the folks actually doing the work, to make sure your ideas are practical and can actually be put into action. When you do this well, our clients get better service, our teams are happier, and we save a bit of money too. Truth is, it's a tricky balance: you've got to be a bit of a diplomat, a bit of a data whiz, and someone who can really get people on board with change. The biggest challenge? Getting people to let go of 'how we've always done it.' But the reward? Seeing your improvements cut down customer wait times, speed up transaction processing, or free up our teams to do more valuable work. It's pretty satisfying, honestly. View
- Outsourcing Risk & Compliance Analyst The Outsourcing Risk & Compliance Analyst is responsible for making sure our Business Process Outsourcing (BPO) partners actually stick to the rules and don't expose us to unnecessary risks. Day-to-day, you'll be knee-deep in vendor contracts, risk assessments, and audit responses, ensuring everything's in order. You'll sit right between our internal business units and our external BPO providers, translating complex regulatory requirements into practical actions and making sure everyone's on the same page. When you do this well, we avoid hefty regulatory fines, protect our customers' data, and keep our reputation solid. If things go wrong, well, that's when the headlines hit and the legal bills stack up. The tricky part is getting full transparency from vendors and balancing compliance needs with operational realities. But the reward? You'll be a crucial shield for the company, making a real difference in protecting us from serious trouble. View
- Outsourcing Specialist The Outsourcing Specialist is there to keep a close eye on a selection of our external partners, making sure they're delivering the goods. You'll work at the intersection of our internal business units and our service providers, translating what our teams need into clear expectations for the vendors, and then making sure those expectations are met. When you do this well, our operations run smoothly, costs are kept in check, and our internal teams get reliable service. If things go wrong, it can mean missed deadlines, unhappy customers, and wasted money. The tricky part is often getting everyone to agree on what 'good' looks like, and then holding people to it. The reward? You'll be a key player in ensuring our business runs efficiently, and you'll build some really strong relationships along the way. View
- Outsourcing Strategist The Outsourcing Strategist helps us figure out the 'how' and 'who' for getting our business processes handled externally. Day-to-day, you'll be knee-deep in data, analysing costs, and vetting potential vendors to make sure they're a good fit for what we need. You're essentially the Sherlock Holmes of our operational costs and potential partners, ensuring we make smart decisions. This role sits right at the heart of our operational efficiency, connecting what our internal teams need with what the market can offer. You'll translate those internal requests into clear requirements for potential outsourcing partners, making sure everyone's on the same page. When you do this well, we save money, improve service quality, and our internal teams can focus on their core jobs. Get it wrong, and we could end up with costly contracts, unhappy customers, or even compliance headaches. The tricky part is sifting through all the noise—both internal and from vendors—to find the real truth. The reward, though, is seeing your analysis directly influence big decisions that improve how our entire organisation operates. View
- Outsourcing Strategy Analyst The Outsourcing Strategy Analyst is here to make sure our BPO vendors are actually doing what they promised and that we're getting good value. Day-to-day, you'll be pulling data, checking reports, and flagging anything that looks a bit off. You're essentially the eyes and ears on the ground for our outsourcing arrangements, making sure the cogs keep turning. This role sits right in the middle, between our internal business units and our external BPO partners. You'll be taking raw performance data and turning it into clear, actionable insights that your manager and other teams can use to make decisions. When you do this well, we avoid nasty surprises, keep costs in check, and our business units get the service they expect. If things go wrong here, we could end up paying too much, getting poor service, or even facing compliance issues. The tricky part is often getting consistent data from different sources and figuring out what's really going on behind the numbers. The reward? Seeing your analysis directly help us improve a vendor relationship or save a bit of cash, which is pretty satisfying. View
- Outsourcing Strategy Assistant The Outsourcing Strategy Assistant is here to make sure our outsourcing decisions are backed by solid data and that our vendor relationships actually deliver. Day-to-day, you'll be digging into performance reports, building cost models, and helping to draft the paperwork that defines what our vendors do for us. You'll work at the intersection of our internal operations and our external service providers, translating raw data into clear insights that help us make smarter choices. When you do this well, we save money, our outsourced services run smoothly, and our internal teams get the support they need without a hitch. If things go wrong, we could end up paying too much, getting poor service, or even facing operational disruptions. The tricky part is often getting consistent data from different sources and dealing with the inevitable changes in requirements. The reward, though, is seeing your analysis directly influence big business decisions and knowing you've helped us get real value from our outsourcing spend. View
- Outsourcing Strategy Specialist The Outsourcing Strategy Specialist helps us keep a close eye on our external partners, making sure they're doing what they promised and delivering real value. Day-to-day, you'll be tracking performance, spotting potential issues, and helping us figure out if we're getting our money's worth from our BPO vendors. You'll sit right between our internal business units and our external service providers, making sure everyone's on the same page and that our outsourced operations actually support our wider business goals. When you do this job well, our outsourced processes run like a well-oiled machine, costs are under control, and our internal teams are happy with the service they're getting. If things go wrong, we could end up with unhappy customers, wasted money, or even compliance headaches. The tricky part is often getting reliable data from vendors and convincing internal teams to stick to the agreed processes. The reward? You get to see your work directly impact our efficiency and bottom line, helping us deliver better services to our customers. View
- Outsourcing Transition and Transformation Specialist The Outsourcing Transition and Transformation Specialist is responsible for owning specific workstreams within our larger BPO transition projects. You'll be the one making sure that when we take over a client's process, we actually understand it and can run it properly from day one. This role sits right at the heart of our client delivery, translating complex 'how-it-works' from the client into a clear 'how-we'll-run-it' for our operational teams. When you do this well, our clients see a seamless handover, and our delivery teams can hit the ground running, meaning happy clients and stable operations. If it's not done well, we'll have unhappy clients, missed SLAs, and a lot of headaches for everyone involved. The tricky part is often dealing with messy client data or processes that aren't as documented as they should be. The reward, though, is seeing a complex operation successfully migrate and then actually run better because of your work. View
- Performance Management Director The Performance Management Director (Mid-Level) is all about making sense of our operational data and ensuring our BPO programmes are performing as they should. You'll be independently digging into numbers, spotting issues, and proposing ways to make things better. It’s about being the go-to person for accurate performance insights on specific client accounts or operational areas. You'll take ownership of routine reporting and analysis, but you'll also get to tackle some trickier problems, helping us figure out what's really going on. This role sits right at the heart of our BPO operations, translating raw data from call centres and back-office processes into clear, actionable insights. You'll be working closely with our operational teams, understanding their challenges, and helping them hit their service level agreements (SLAs). Think of yourself as the detective who finds the clues in the data, then helps the operations team solve the mystery of underperformance or inefficiency. When you do this well, our clients are happy, our agents are more productive, and we avoid costly penalties. Frankly, you're helping us keep our promises. If it's not done well, we risk client dissatisfaction, missed targets, and a lot of frantic firefighting. The challenge? The data is often messy, and priorities can shift quickly. The reward? Seeing your analysis directly improve how we serve our clients and make our operations smoother. View
- Performance Optimisation Specialist The Performance Optimisation Specialist is responsible for getting under the bonnet of our BPO processes, identifying where we can do things better, faster, or cheaper. You'll be working closely with our operational teams and sometimes directly with client-facing managers, translating raw performance data into actionable insights. This isn't just about crunching numbers; it's about understanding the 'why' behind the 'what' and then proposing practical ways to fix it. When you do this job well, our operations become more efficient, our clients are happier because we're hitting our SLAs consistently, and our profit margins look healthier. If it's not done well, we risk missing client targets, wasting resources, and ultimately, losing business. The challenge? Often, it's getting people to change how they've always done things, even when the data screams for it. The reward, though, is seeing your recommendations actually make a tangible difference, saving real money and improving real services. View
- Process Specialist, Business Process Outsourcing The Process Specialist is responsible for independently executing specific process streams within our BPO services, making sure everything runs like clockwork. This directly impacts our clients' operational efficiency and, frankly, their trust in us. You'll work right at the heart of our service delivery, taking raw client data or requests and turning them into perfectly processed outcomes that our internal teams and clients rely on for their daily operations. When you do this job well, our clients barely notice us because everything just works. Their payroll gets processed, invoices are paid, and reports land on time, every time. If things go wrong, though, it can mean missed deadlines, unhappy clients, and a lot of frantic damage control. The challenge here is keeping up with volume while maintaining absolute accuracy, even when the data isn't perfect. The reward? Knowing you're the person who ensures critical business functions never skip a beat, and seeing your suggestions for improvement actually get put into practice. View
- Senior Governance Analyst The Senior Governance Analyst is responsible for making sure our BPO operations actually stick to the rules—whether those are client contracts, internal policies, or pesky regulations. You'll spend your days digging into processes, checking controls, and helping teams fix things when they're a bit off. It's about translating complex governance ideas into practical steps our operational folk can follow, and then making sure they actually do. This role sits right at the heart of our service delivery, acting as a critical bridge between our legal and compliance teams and the people doing the day-to-day work for our clients. You'll be the one making sure that when we say we're compliant, we really are. When you do this well, our clients trust us more, we pass audits with flying colours, and we avoid those nasty fines or reputational hits. If it's not done properly, well, that's when things get messy – think client complaints, regulatory investigations, and a lot of very stressed senior leaders. The challenge here is getting busy operational teams to see governance as a help, not a hindrance. The reward, though, is knowing you're protecting the business and our clients, and building a truly resilient operation. View
- Service Level and Performance Management Specialist The Service Level and Performance Management Specialist is here to make sure our service delivery for clients in Business Process Outsourcing (BPO) consistently meets, or even beats, agreed-upon targets. You'll be the one digging into the daily operational data, translating raw numbers into clear insights that help our teams improve. When this role is done well, our clients are happy, contracts are renewed, and we avoid those awkward conversations about missed SLAs. If it's not, well, client relationships can get a bit frosty, and we might even face penalties. The biggest challenge? Getting everyone on the same page about what the numbers actually mean and then getting them to act on it. The reward, though, is seeing tangible improvements and knowing your work directly impacts client satisfaction and our bottom line. View
- Service Level Monitoring Assistant The Service Level Monitoring Assistant is here to independently keep tabs on our client contracts, making sure we hit our service targets day-in, day-out. You'll be the one pulling the data, checking it against our agreements, and flagging anything that looks a bit off. This role directly impacts our client relationships and, frankly, our bottom line, because missed targets can mean penalties for us. You'll work closely with the operational teams and our Service Level Manager, translating raw performance data into clear, actionable insights that help us deliver better. When you do this well, our clients trust us more, and we avoid those awkward conversations about service credits. If you don't, well, things can get messy pretty quickly, leading to unhappy clients and financial hits. The tricky part is often sifting through loads of data from different systems to find the real story. But the reward? Knowing you're a key part of keeping our promises and helping the business run smoothly. View
- Shared Services Manager The Shared Services Manager (Level 002) takes full ownership of specific process streams within our BPO operations, making sure they run smoothly and hit all their targets. You'll spend your days getting stuck into the 'how' and 'why' of our service delivery, often digging into data to find out what's really happening. You'll work at the intersection of our operational teams and our client's expectations, translating raw data and process steps into consistent, high-quality outcomes. When you do this job well, our clients see consistent, reliable service, and our teams feel supported with clear processes. Get it wrong, and we could face SLA breaches, unhappy clients, and a lot of reactive firefighting. The real challenge here is dealing with those tricky, non-routine problems that pop up and figuring out how to solve them without a clear playbook. The reward, honestly, is seeing your solutions actually make a difference, making things easier for our teams and better for our clients. View
- Transformation Director The Transformation Director (Mid-Level) is responsible for independently executing specific process improvement and automation initiatives within our BPO client engagements. You'll take ownership of project segments, making sure we deliver tangible efficiency gains and better service for our clients. You'll work at the intersection of client operations and our internal delivery teams, translating messy, real-world problems into clear, actionable plans that actually get implemented. When you do this job well, clients see real cost savings, faster processes, and happier customers. When it's not done well, projects stall, clients get frustrated, and we lose credibility. The challenge here is often dealing with legacy systems and getting people to change how they've always done things. The reward? Seeing a process go from clunky and manual to slick and automated, knowing you made a real difference to a client's bottom line. View
- Transition Manager The Transition Manager is responsible for independently executing specific workstreams within larger client transitions, which directly impacts our ability to deliver on new contracts and keep clients happy. You'll work at the intersection of our client's operations and our internal delivery teams, translating their current ways of working into clear, actionable processes that our BPO centres can pick up. You're the one making sure the handover notes are actually useful. When this role is done well, we see seamless go-lives, happy new delivery teams, and a client who trusts us to get things right from day one. When it's not, we're looking at missed SLAs, frustrated staff, and potentially losing a client before we've even really started. The challenge is often dealing with undocumented processes and managing expectations from all sides. The reward, though? Seeing a new operation go live successfully and knowing you made it happen. View
- Vendor Analyst The Vendor Analyst is responsible for managing a specific set of vendor relationships, making sure they stick to their agreements and deliver what we need for our BPO operations. You'll sit right between our internal teams (like Operations and Finance) and our external suppliers, translating our needs into clear instructions and making sure those suppliers hit their targets. When you do this well, our BPO services run like clockwork, clients are happy, and we avoid nasty surprises like missed deadlines or unexpected costs. If things go wrong, we could face service disruptions, unhappy clients, and even financial penalties. The challenge? You're often juggling multiple vendor issues at once, and sometimes you'll be the one telling a vendor they're not quite up to scratch. The reward? You get to build solid relationships and see your efforts directly improve how we deliver services to our own clients. View
- Vendor Relationship Manager The Vendor Relationship Manager looks after a specific group of our outsourced partners, making sure they hit their targets and that we're getting good value for money. You'll spend your days tracking how well they're doing, dealing with any problems, and generally keeping the relationship healthy. This isn't just about ticking boxes; it's about making sure our business operations run smoothly because our vendors are doing their bit. When you do this job well, our internal teams get the services they need without a hitch, and our customers are happy. If things go wrong, though, it can mean missed deadlines, unhappy customers, and even financial penalties for us. The tricky part is balancing our needs with the vendor's capabilities, especially when things get a bit messy. But honestly, seeing a vendor partnership really click and deliver great results? That's genuinely rewarding. View
Level 4 jobs · 7
- Global Delivery Centre Manager The Global Delivery Centre Manager is responsible for the end-to-end operational delivery of a specific client process or a smaller client account. You'll be the bridge between our frontline agents and the client, making sure we deliver on our promises every single day. You'll work at the intersection of our operational teams and client expectations, translating service agreements into daily tasks and making sure those tasks get done right. When this role is done well, our clients are delighted, our teams are productive, and we hit all our service level agreements – meaning no penalties for us! When it's not, we risk client dissatisfaction, financial penalties, and a stressed-out team. The challenge is balancing client demands with operational realities, especially when things go wrong. The reward, though, is seeing your team succeed and knowing you've kept a critical part of our business running smoothly. View
- Senior Chief Outsourcing Officer The Senior Chief Outsourcing Officer is here to make sure our outsourcing partnerships run smoothly and actually deliver value. You'll be the main point of contact for a portfolio of our key outsourced services, making sure they hit their targets and that any issues get sorted quickly. This role directly impacts our operational efficiency and, ultimately, our bottom line. You'll sit right at the heart of our operations, working with our internal business units and our external service providers. Your job is to translate what our internal teams need into clear expectations for our vendors, and then to hold those vendors accountable for delivering. When you do this well, our outsourced processes hum along, costs are managed, and our internal teams get great service. When it doesn't go so well, we see service disruptions, missed targets, and unhappy internal clients, which can really hurt the business. The challenge? It's often like being a referee between internal expectations and external capabilities, all while keeping an eye on the numbers. The reward, though, is seeing complex operations run seamlessly and knowing you've directly contributed to the company's success. View
- Senior Head of Outsourcing Strategy The Senior Head of Outsourcing Strategy leads end-to-end outsourcing assessments for specific functional areas, making sure we pick the right processes and the right partners. You'll be the one designing how we transition work and ensuring we get the expected benefits, which directly impacts our efficiency and bottom line. You'll work at the intersection of our internal business units and external service providers, translating complex operational needs into clear outsourcing solutions that save us money and improve service quality. When this role is done well, we see real cost savings, smoother operations, and happier internal customers. When it's not, we end up with 'shadow BPO' or, worse, failed transitions that cost us a fortune. The challenge is often getting everyone internally on the same page and then making sure the vendor actually delivers. The reward? Seeing your strategic plans turn into tangible, measurable improvements for the business. View
- Senior Head of Outsourcing Transition The Senior Head of Outsourcing Transition leads the charge on getting our new clients' business processes moved over to us. You'll be the one designing the plan, making sure everyone knows what they're doing, and frankly, solving all the inevitable problems that pop up. This role directly impacts how quickly and smoothly our clients start seeing value from our services – get it right, and they're happy, we look good, and we keep growing. Get it wrong, and it's a headache for everyone involved, costing us time and money. You'll sit right at the heart of our client delivery, working closely with sales, operations, and, of course, the client themselves. You're translating the promises made in a sales pitch into a practical, step-by-step migration plan. When this role is done well, a client's complex operations seamlessly shift to our teams, often even better than before. When it's not, we're looking at missed deadlines, unhappy clients, and a lot of firefighting. The challenge is juggling multiple moving parts and keeping everyone on the same page, especially when things go sideways. The reward? Seeing a complex, high-stakes project land successfully and knowing you were the driving force behind it. View
- Senior International Outsourcing Assistant The Senior International Outsourcing Assistant role is all about owning specific outsourced workstreams and making sure they perform. You'll be the go-to person for a chunk of our vendor relationships, diving deep into performance, spotting issues, and pushing for better ways of working. This isn't just about ticking boxes; it's about driving tangible outcomes that directly affect our business efficiency and cost base. You'll sit right at the heart of our operations, translating our internal needs into clear deliverables for our outsourcing partners and then holding them to account. When you do this job well, our outsourced services run like clockwork, saving us money and letting our internal teams focus on core business. Get it wrong, and we're looking at missed deadlines, budget overruns, and unhappy internal clients—which, frankly, no one wants. The tricky part is navigating the complexities of international vendors, cultural differences, and constantly shifting internal demands. The reward? Seeing your efforts directly improve how our business operates globally and building strong, productive relationships that genuinely deliver value. View
- Senior Outsourced Services Coordinator As a Senior Outsourced Services Coordinator, you'll lead and own specific outsourced workstreams, making sure our external partners hit their targets and deliver quality work. This role sits right at the heart of our operations, ensuring that the services we pay for actually meet our business needs and keep our customers happy. You'll work at the intersection of our internal operations teams and our external vendors, translating business requirements into clear deliverables and then holding everyone accountable. When you do this well, our outsourced services run like a well-oiled machine, costs are controlled, and our internal teams get the support they need without a hitch. If things go sideways, we're looking at missed deadlines, unhappy customers, and potentially wasted money. The tricky part is often navigating the grey areas between what's in the contract and what's needed on the ground, especially when things change quickly. The reward, though, is seeing your efforts directly improve how we operate, making a real difference to our efficiency and reputation. View
- Senior Outsourcing Assistant The Senior Outsourcing Assistant is responsible for owning and driving the performance of key outsourced services and vendor relationships. You'll move beyond just tracking numbers, actually digging into *why* things are happening and then fixing them. You'll work at the intersection of our internal business units and our external outsourcing partners, translating business needs into vendor actions and making sure everyone's on the same page. Honestly, you're a bit of a bridge builder. When this role is done well, our outsourced operations run smoothly, costs are kept in check, and our internal teams are happy with the service they're getting. If it's not, we're looking at missed SLAs, unhappy customers, and potentially wasted money. The challenge is often balancing the needs of different internal teams with the capabilities and limitations of our vendors. The reward? Seeing your process improvements actually make a difference, saving us time or money, and building genuinely strong relationships with our partners. View
Level 5 jobs · 39
- Associate Director, Outsourcing As an Associate Director, Outsourcing, you'll be directly responsible for a portfolio of our key outsourcing engagements. This means you're not just overseeing things; you're actively directing how we work with our external partners, ensuring they deliver what we need, when we need it. You'll be the person making sure our BPO strategy actually works on the ground, delivering real results for the business. This role sits right at the heart of our operational efficiency, connecting our internal teams with our external service providers. You'll translate our business needs into clear requirements for our vendors, and then make sure they're hitting the mark. When you do this well, our operations run like clockwork, costs are optimised, and our internal teams can focus on what they do best. If things go wrong, though, it can mean missed targets, unhappy customers, and a lot of firefighting. The tricky part is balancing cost, quality, and risk across multiple, often global, vendors. You'll need to navigate complex relationships and sometimes conflicting priorities. The reward? Seeing your strategic decisions directly impact our bottom line and knowing you're building a truly resilient and efficient operational backbone for the company. Honestly, it's pretty satisfying when a complex transition goes off without a hitch because of your planning. View
- BPO Operations Manager The BPO Operations Manager is responsible for making sure our outsourced processes deliver exactly what clients expect, and then some. You'll be running a team (or a few teams) that handles a specific set of business operations for our clients, which directly impacts their bottom line and our reputation. You'll work at the intersection of client demands, our operational capabilities, and new technology, translating strategic goals into tangible, efficient delivery that keeps everyone happy. When this role is done well, our clients see real value, our teams are humming, and we're always finding ways to get better and more profitable. When it's not, we risk losing clients, burning out our teams, and missing out on growth opportunities. The challenge is constantly balancing client expectations with our operational realities and making sure your teams have what they need to succeed. The reward? Seeing your operational improvements translate into real client success and watching your team grow and develop under your leadership. View
- BPO Performance Manager The BPO Performance Manager is responsible for driving significant operational improvements and ensuring our BPO services consistently hit — and ideally, exceed — client expectations. You'll lead a team, translating complex data into actionable strategies that genuinely make a difference to our clients' bottom line and our operational efficiency. This role sits right at the heart of our client delivery, bridging the gap between raw operational data and strategic business outcomes. When you do this well, our clients see tangible value, our teams work smarter, and we secure more business. If you don't, we risk losing clients, burning out our teams, and damaging our reputation. The challenge? It's often a constant battle against 'how we've always done it' and shifting priorities. The reward? Seeing your team's hard work directly improve client satisfaction and our overall profitability. View
- Business Process Manager The Business Process Manager is responsible for defining, optimising, and overseeing the end-to-end operational processes for a specific client portfolio or functional area within our Business Process Outsourcing (BPO) operations. You'll lead a team of process analysts and architects, guiding them to identify inefficiencies, design 'To-Be' states, and implement automation and improvement initiatives that directly impact our profitability and client satisfaction. This role sits right at the intersection of strategic planning, operational delivery, and client relationship management, making sure our services are not just delivered, but delivered brilliantly and efficiently. When this role is done well, we're seeing significant cost savings, happier clients, and a team that's constantly learning and growing. When it's not, we're looking at missed SLAs, unhappy clients, and potentially losing business. The challenge is balancing strategic vision with the day-to-day realities of complex operations, often with legacy systems and demanding client expectations. The reward, though, is seeing your team's work directly translate into tangible business benefits, transforming how we operate, and building a high-performing team. View
- Global BPO Manager The Global BPO Manager is responsible for the strategic and operational performance of a significant BPO service line or a portfolio of global clients. You'll be the one making sure we deliver on our promises, grow the business, and keep our clients coming back for more. This isn't about day-to-day task management; it's about setting the vision and making it happen across multiple teams and geographies. In practice, you'll sit right at the intersection of client relationship management, operational delivery, and strategic transformation. You're translating high-level business goals into actionable plans for our delivery centres, making sure everyone's pulling in the same direction. Your decisions directly impact our P&L, client satisfaction, and our ability to win new business. When you do this job well, we see significant cost savings for clients, improved service quality, and healthy revenue growth for us. If things go sideways, we risk losing major contracts and damaging our reputation. The tricky part is balancing aggressive client demands with internal capacity and cost pressures. You're often the one explaining 'no' or finding a creative 'yes' that works for everyone. The reward, though, is seeing your strategic decisions play out on a global scale, transforming how big businesses operate and genuinely making an impact on thousands of employees and millions in revenue. View
- Lead BPO Performance Specialist The Lead BPO Performance Specialist is here to architect and deliver significant performance improvements across our Business Process Outsourcing operations. You'll be the go-to expert for understanding complex process issues, figuring out the root causes, and then designing solutions that actually make a difference. This role isn't just about spotting problems; it's about building the frameworks and leading the programmes that fix them for good. You'll work at the intersection of our operational delivery teams, client relationship managers, and our tech folks, translating messy operational realities into clear, actionable improvement plans that get everyone on the same page. When this role is done well, our clients see tangible improvements in service delivery, our costs come down, and our teams work smarter, not just harder. When it's not, we risk losing clients due to poor service, missing our financial targets, and generally just creating more 'process debt'. The challenge is navigating the inherent messiness and resistance to change in large-scale BPO environments. The reward, though, is seeing your designs transform how thousands of people work, delivering real value back to the business and our clients. View
- Lead BPO Program Manager The Lead BPO Program Manager is here to oversee multiple, often complex, client engagements. You're the main point of contact for our strategic clients, making sure we're not just hitting our SLAs but actually exceeding expectations and looking for what's next. This role sits right at the heart of our client delivery, translating their needs into actionable plans for our operational teams and ensuring those plans turn into real, measurable value. Frankly, you're the glue that holds these big programmes together, making sure everyone's pulling in the same direction. When this role is done well, our clients see us as an indispensable partner, not just a service provider. We grow our accounts, and our operational teams feel supported and clear on their goals. When it's not, we risk losing clients, missing critical deadlines, and creating a lot of internal chaos. The challenge here is balancing client demands with operational realities, often having to make tough calls that impact both. The reward, though, is seeing your programmes deliver significant cost savings or efficiency gains for a major client, and building relationships that genuinely last. View
- Lead Commercial Analyst The Lead Commercial Analyst is responsible for defining and delivering the commercial analysis for our largest and most complex BPO engagements. You'll move beyond just crunching numbers, actually architecting the financial models that underpin multi-million-pound contracts and guiding a small team to do the same. This role sits right at the intersection of our Sales, Operations, and Finance teams, translating client needs and operational realities into robust, profitable commercial structures that win business and deliver value. When you get this right, we secure profitable deals, our clients are happy, and our business grows. Get it wrong, and we could be locked into unprofitable contracts for years, or worse, lose out on significant opportunities. The tricky part is navigating ambiguous client requirements, internal politics, and often messy data to build models that stand up to scrutiny. The reward, though, is seeing your commercial strategies directly influence major deals and contribute significantly to the company's bottom line. You'll be the one who truly understands 'the numbers' behind our biggest wins. View
- Lead Contract Administrator The Lead Contract Administrator is responsible for overseeing multiple workstreams within our contract administration function, making sure our BPO agreements are not just legally sound but also operationally viable and commercially smart. You'll be at the sharp end of our contract lifecycle, translating complex service requirements into clear, enforceable terms and then making sure your team keeps everything on track. This role sits right at the intersection of our Sales, Legal, and Operations teams, acting as a critical bridge between winning a deal and actually delivering on it profitably. When you do this well, we avoid costly disputes, keep our clients happy, and protect our revenue. Get it wrong, and we could be facing significant financial penalties, legal headaches, or even losing clients. The challenge here is navigating the constant tension between commercial ambition and contractual risk, all while managing a team and driving process improvements. The reward? Seeing your work directly contribute to the company's bottom line and knowing you've built a robust framework that truly supports our BPO operations. View
- Lead Contracts Manager, Business Process Outsourcing The Lead Contracts Manager for Business Process Outsourcing is responsible for overseeing a portfolio of our most important vendor contracts. You'll spend your days architecting complex Statements of Work (SOWs), leading high-stakes negotiations, and making sure our agreements actually deliver value. This role sits right at the heart of our BPO operations, linking what we promise to deliver internally with what our external partners actually do. When you do this job well, our outsourcing programmes run smoothly, risks are managed, and we see real cost savings or service improvements. If it's not done well, we could face huge operational disruptions, unexpected costs, or even legal trouble. The tricky part is balancing commercial demands with legal realities and keeping everyone happy. The reward? You'll genuinely protect the company's interests and see your work directly impact our bottom line, which is pretty satisfying. View
- Lead Innovation Architect The Lead Innovation Architect is here to design, well, the architecture for our most ambitious BPO innovation projects. You'll be the one translating tricky business problems into actual, buildable technical solutions, often pulling together multiple advanced technologies. This role sits right at the intersection of client needs, our operational capabilities, and the bleeding edge of automation tech. When you get this right, our clients see massive efficiency gains, reduced costs, and genuinely better service delivery—which, frankly, keeps them happy and coming back. When it's not done well, we end up with fragmented, expensive solutions that don't scale, or worse, projects that just fizzle out. The real challenge here is making complex solutions simple enough to implement, while also convincing everyone it's the right way forward. The reward? Seeing your blueprints turn into real, tangible improvements that change how a client's business runs, and knowing you've built something truly clever. View
- Lead International Outsourcing Analyst The Lead International Outsourcing Analyst is here to make sure our outsourced operations run like a well-oiled machine, especially across different countries. You'll be responsible for a portfolio of critical vendor relationships, essentially owning the success of those partnerships. This means you're not just tracking performance; you're defining how we work with these vendors, spotting problems before they blow up, and guiding a small team to keep everything on track. Your work sits right at the intersection of our internal operations and our external service providers. You'll take our business needs and translate them into clear expectations for our vendors, then make sure they deliver. When you do this well, our internal teams get the support they need without a hitch, and we save a fair bit of money. If it goes wrong, well, that means missed deadlines, unhappy customers, and often, a lot of frantic firefighting. The tricky part is balancing cost savings with service quality, often with vendors who operate in completely different time zones and cultures. But the reward? Seeing complex global operations hum, knowing you've built strong, productive relationships that genuinely move the business forward. View
- Lead International Outsourcing Process Improvement Manager The Lead International Outsourcing Process Improvement Manager is here to define, lead, and deliver large-scale process transformation and automation programmes across our global BPO operations. You'll be the one who figures out the 'how' for complex, multi-country process challenges, ensuring our solutions aren't just theoretical but actually get implemented and stick. Day-to-day, this means you'll be diving deep into our most critical client processes, identifying those big opportunities for efficiency and quality, and then driving the change with your team. This role sits right at the intersection of our client delivery teams, our technology partners, and senior leadership. You're translating strategic business needs into actionable improvement roadmaps, and then making sure your team has what they need to execute. When you do this well, we're talking about significant cost savings for our clients, vastly improved service quality, and a much happier operational workforce. Get it wrong, and we're looking at missed opportunities, operational chaos, and potentially losing client trust due to inefficiencies or compliance issues. The real challenge here is navigating the sheer complexity of international BPO – different cultures, legacy systems, varying client demands, and often, a natural resistance to change. The reward, though? Seeing your strategic vision come to life, knowing you've fundamentally reshaped how we deliver services, and helping your team grow along the way. Honestly, it's about making a measurable difference to the bottom line and our operational effectiveness. View
- Lead Outsourcing Risk & Compliance Specialist The Lead Outsourcing Risk & Compliance Specialist is responsible for shaping and managing specific, critical risk domains across our global Business Process Outsourcing (BPO) engagements. You'll be the go-to person for areas like data privacy, information security, or regulatory adherence for our outsourced services. This means you'll spend your days designing new risk assessment methods, diving into complex compliance issues with our BPO partners, and making sure our contracts actually protect us. Your work sits right at the intersection of our Legal, Procurement, and operational business units, acting as a crucial bridge between our internal needs and our external BPO providers. You're translating tricky regulatory requirements into practical controls that our partners can implement, ensuring we don't end up in hot water. When you do this well, we avoid hefty regulatory fines, protect our customers' data, and keep our reputation solid. Get it wrong, and we're looking at potential breaches, significant financial penalties, and a serious hit to our brand. The challenge? It's often like pulling teeth to get full transparency from BPO partners, and you'll constantly be battling internal teams who sometimes see compliance as a blocker. The reward, though, is knowing you're building a robust defence for the organisation, making a tangible difference in protecting our assets and ensuring we can operate globally with confidence. You're really shaping how we do business safely. View
- Lead Outsourcing Strategist The Lead Outsourcing Strategist is responsible for defining and executing the strategy for multiple outsourced workstreams, which directly impacts our operational efficiency, cost base, and service quality. You'll sit at the intersection of our business units and external vendors, translating complex business needs into actionable outsourcing programmes and making sure they actually deliver. When this role is done well, we see significant cost savings, smoother operations, and happier internal clients. When it's not, we're stuck with underperforming vendors, budget overruns, and frustrated teams. The challenge is navigating constant change, internal politics, and sometimes tricky vendor relationships. The reward? Seeing your strategic plans come to life and genuinely moving the needle for the business. View
- Lead Outsourcing Strategy Specialist The Lead Outsourcing Strategy Specialist is responsible for architecting and driving our most complex outsourcing programmes, which directly impacts our operational efficiency, cost base, and overall business agility. You'll work at the intersection of our internal business units, procurement, legal, and our strategic BPO vendors, translating high-level business needs into actionable, well-governed outsourcing solutions that deliver real value. When this role is done well, we see significant, sustainable cost savings, improved service delivery, and robust vendor partnerships. When it's not, we risk vendor lock-in, scope creep, and ultimately, a negative impact on our bottom line and customer experience. The challenge is navigating the internal politics and external vendor complexities to deliver consistent outcomes in a constantly evolving market. The reward is seeing your strategic vision come to life, knowing you've built something that genuinely makes the business better, and mentoring a team to do the same. View
- Lead Performance Management Specialist The Lead Performance Management Specialist is accountable for defining and executing the performance strategy for several key BPO client programmes. You'll lead a small team, turning raw operational data into actionable insights that directly impact our service levels and profitability. This means you're not just crunching numbers; you're figuring out how to make our BPO operations run smoother and deliver better for our clients. You'll work at the intersection of our Operations teams, Client Services, and even IT, translating complex data challenges into clear solutions that our managers can actually use to improve agent performance and client outcomes. When this role is done well, we hit our SLAs, keep our clients happy, and find new ways to be more efficient, which ultimately means more revenue for the business. When it's not, we risk client penalties, contract loss, and a lot of headaches for everyone. The challenge here is navigating messy, fragmented data and often conflicting stakeholder priorities to deliver clear, impactful solutions. The reward is seeing your strategies directly improve how thousands of customer interactions are handled every day, making a tangible difference to both our agents and our clients. View
- Lead Service Level Management Architect As a Lead Service Level Management Architect, you'll be the strategic brain behind how we actually meet our client promises in the Business Process Outsourcing world. Day-to-day, this means you're designing the frameworks, tools, and processes that underpin our service delivery, ensuring we don't just 'hope' we hit our SLAs, but we've got a solid plan to do it. You'll work at the intersection of our Sales, Legal, and Operations teams, translating those complex contract clauses into clear, measurable, and achievable operational targets that our delivery centres can actually work with. When this role is done well, we see happier clients, fewer penalty payouts, and a much smoother operation overall. Frankly, it means we keep our clients and grow our business. When it's not, we're stuck in constant 'watermelon SLA' territory—looking green on paper but feeling red to the client—which leads to difficult conversations, service credits, and ultimately, losing business. The challenge is navigating the 'commitment vs. capability gap' and getting everyone on the same page, especially when client demands are always evolving. The reward? Seeing your meticulously designed framework actually work in practice, delivering real value and building lasting client trust. View
- Lead Transformation Director The Lead Transformation Director is here to tackle our trickiest process problems and turn them into streamlined, automated, and genuinely efficient operations. You'll lead the charge on several concurrent, complex transformation programmes, making sure they align with our broader business goals and deliver real, measurable impact. This isn't a back-office job; you'll be front and centre, shaping how we deliver services to our clients and how our teams actually work. Day-to-day, you'll be figuring out the 'how' for big strategic 'whats'. When this role is done well, we see significant improvements in client satisfaction, substantial cost savings, and a much slicker operational setup. If it's not, we risk losing clients, wasting investment on initiatives that go nowhere, and falling behind the competition. The challenge? Getting everyone on board, dealing with messy legacy systems, and proving the value of change in a world that often prefers the status quo. The reward, though, is seeing your strategic vision come to life and genuinely transforming how a major BPO operation runs. View
- Lead Vendor Management Analyst The Lead Vendor Management Analyst defines and refines our vendor management processes and frameworks, ensuring we get the best out of our BPO partners while keeping a tight lid on risk. Day-to-day, you'll be digging into performance data, leading complex negotiations, and guiding a small team of analysts. You'll work at the intersection of our operational needs and our strategic outsourcing goals, translating high-level business objectives into actionable vendor strategies that actually deliver. When this role is done well, we see our BPO relationships run like clockwork, delivering consistent quality and value, often with significant cost savings. When it's not, we're looking at missed SLAs, escalating costs, and potentially critical service disruptions. The challenge is balancing the relentless pressure for cost optimisation with the need to maintain robust, compliant, and high-quality services. The reward? Seeing your frameworks adopted across the organisation and knowing you've directly improved how we deliver services to our clients. View
- Manager, Outsourcing Change & Adoption The Manager, Outsourcing Change & Adoption, is responsible for directing the change management function across multiple large-scale BPO engagements. You'll build the capability within our team, ensuring we've got the right people and processes to handle complex transitions. This role sits right at the heart of our BPO strategy, translating big-picture outsourcing decisions into actionable, people-centric change plans that actually get adopted. When this role is done well, our outsourcing initiatives run smoother, our teams embrace new processes faster, and we see the benefits quicker – meaning happier clients and more efficient operations. If it's not done well, we're looking at project delays, user frustration, and potentially millions wasted on initiatives that never truly get off the ground. The challenge is navigating the politics, the resistance, and the sheer complexity of changing how entire functions operate across different organisations. The reward? Seeing a major transformation successfully land, knowing you were key to making it happen, and watching your team grow under your leadership. View
- Manager, Partner Programmes & Operations As our Manager, Partner Programmes & Operations, you'll be the one setting the vision and strategy for how we engage with our Business Process Outsourcing partners. This isn't just about managing existing relationships; it's about building the frameworks, processes, and programmes that make our entire partner ecosystem tick, ensuring it truly supports our client commitments and growth ambitions. You'll oversee the full partner lifecycle, from how we bring new partners on board to how we measure their performance and help them grow. Your work directly shapes our organisational capability and service delivery. When you do this well, we'll see smoother operations, happier clients, and a significant boost in partner-driven revenue and cost efficiencies. If it's not done effectively, we're looking at missed client SLAs, increased operational costs, and a general messiness in our partner engagements. The tricky part is balancing strategic programme design with the day-to-day operational realities of a complex BPO environment. The reward? Seeing your programmes transform how we deliver services and knowing you've built a scalable, robust partner ecosystem that genuinely drives the business forward. View
- Manager, Regional BPO Contracts The Manager, Regional BPO Contracts is responsible for overseeing the entire lifecycle of our Business Process Outsourcing agreements across a specific region, which directly impacts our operational efficiency and bottom line. You'll sit squarely between our internal business units and our external BPO vendors, making sure contractual terms are met, risks are managed, and we're always optimising for value. Frankly, when this role is done well, our BPO operations hum along, costs are controlled, and our business units get the service they expect. When it's not, we face service disruptions, cost overruns, and potentially damaging disputes with our partners. The challenge is balancing rigorous contract enforcement with fostering strong, productive vendor relationships – it's a tightrope walk, honestly. The reward is seeing your regional BPO strategy deliver tangible savings and improved service quality across a significant part of the business. View
- Manager, Service Level Management The Manager, Service Level Management, is responsible for defining, overseeing, and continuously improving how we meet our service commitments across multiple client accounts. You'll be the bridge between our client contracts and our operational delivery teams, making sure everyone's on the same page about what 'good' looks like. When this role is done well, our clients are happy, our contracts are profitable, and our teams know exactly what they need to do. When it's not, we risk client churn, financial penalties, and a whole lot of internal finger-pointing. The challenge is balancing client demands with operational realities and sometimes messy data. The reward? Seeing your strategies translate directly into tangible client satisfaction and business growth. View
- Offshoring Program Manager The Offshoring Program Manager is responsible for the strategic oversight and successful delivery of our entire portfolio of offshoring initiatives. This means you'll be setting the direction, making sure individual projects line up with our wider business goals, and honestly, making sure we don't just 'shift work' but 'shift smarter'. You'll sit right at the heart of our global operations, translating our strategic vision into tangible, cost-effective, and high-quality offshore services that our business units rely on. When this role is done well, we see significant cost savings, improved operational efficiency, and a genuinely robust global delivery model that gives us a competitive edge. When it's not, we're looking at budget overruns, frustrated internal teams, unhappy customers, and a lot of wasted effort. The challenge, frankly, is juggling multiple complex programmes, managing expectations across the business, and keeping our offshore partners honest. The reward? Seeing your strategic decisions directly impact the company's profitability and operational excellence, building a truly world-class global capability. View
- Outsourcing Governance Manager The Outsourcing Governance Manager is responsible for overseeing a portfolio of our key outsourcing contracts, making sure they run smoothly and deliver real value. You'll be leading a team of governance professionals, guiding them to keep our vendors honest and our internal teams happy. This role sits right at the heart of our operations, translating strategic outsourcing decisions into day-to-day reality and making sure we're getting our money's worth. When you do this job well, we save money, our services are rock-solid, and we sleep better knowing our risks are managed. If it's not done well, we're looking at missed targets, unhappy customers, and potentially significant financial losses or compliance headaches. The tricky part is balancing the needs of our internal business units with what our vendors can actually deliver, all while keeping an eye on the bottom line. The reward? You'll be directly shaping how we operate, seeing the tangible impact of well-managed partnerships on our entire business. It's about turning complex contracts into clear, measurable success. View
- Senior BPO Transition Manager The Senior BPO Transition Manager is all about making sure our clients' operations seamlessly move over to our outsourced teams. You'll lead specific chunks of these complex transitions, ensuring that what we promise in the contract actually happens on the ground. This role sits right at the heart of our delivery model, connecting our sales teams, the client's operational staff, and our global BPO centres. When you do this well, clients see real value, we hit our service levels, and our reputation grows. If it goes wrong, well, that means unhappy clients, missed targets, and a lot of headaches for everyone involved. The tricky part is navigating the inevitable surprises and getting everyone to pull in the same direction. The reward, though? Seeing a complex operation go live without a hitch and knowing you made it happen. View
- Senior Commercial Manager The Senior Commercial Manager is responsible for owning specific, complex BPO deal cycles from start to finish. You'll be the one translating a client's often vague problems into a concrete, commercially viable solution that our operations team can actually deliver. This role directly impacts our revenue and profitability, acting as the bridge between client needs and our service capabilities. Day-to-day, you'll sit right at the intersection of our Sales, Solutions, and Operations teams, making sure everyone's on the same page about what we're selling and what it'll take to deliver. You'll take raw client requirements and shape them into proposals, pricing models, and contracts that make sense for everyone involved. When you do this well, we win profitable, long-term deals, and clients get genuine value, often transforming their own operations. If it's not done right, we end up with unprofitable contracts, unhappy clients, and a lot of headaches for the delivery teams. The challenge here is balancing aggressive growth targets with the nitty-gritty details of operational reality and financial viability. The reward, though, is seeing a huge, complex deal come together, knowing you were central to making it happen and seeing the client's business genuinely improve. View
- Senior Global BPO Manager The Senior Global BPO Manager is all about owning and improving specific workstreams within our broader BPO operations. You'll lead projects to make things more efficient, whether that's cutting down on errors or speeding up how we deliver services. This role sits right at the heart of our service delivery, bridging the gap between what clients need and what our operational teams actually do. You'll be taking complex problems, breaking them down, and then building practical, working solutions. When you do this well, our clients get better service, we save money, and our teams feel less bogged down by clunky processes. Get it wrong, and we risk unhappy clients, missed SLAs, and a lot of wasted effort. The tricky part is often getting everyone on the same page, especially when you're dealing with teams in different time zones and with different ways of working. But the reward? You get to genuinely transform how we operate, seeing your ideas go from whiteboard to real-world impact. Honestly, it's pretty satisfying when a process you've redesigned starts humming along smoothly. View
- Senior Governance Framework Manager The Senior Governance Framework Manager is responsible for leading the development and implementation of specific elements within our broader governance framework. This means you'll be designing, building, and refining the processes and controls that keep us compliant and our operations sound, especially within our Business Process Outsourcing (BPO) services. You'll work at the intersection of regulatory requirements, client mandates, and our day-to-day operational realities, translating complex rules into practical, workable solutions that our teams can actually use. When you do this job well, our clients trust us more, our operations run smoother, and we avoid costly fines or reputational damage. When it's not done well, we risk non-compliance, unhappy clients, and a lot of headaches for the wider business. The challenge is often getting everyone on the same page and making sure our frameworks are both comprehensive and practical. The reward, honestly, is seeing your work directly contribute to the stability and success of our BPO operations, knowing you've built something robust that really protects us. View
- Senior Governance Specialist The Senior Governance Specialist is responsible for designing, implementing, and overseeing the control frameworks that keep our BPO operations compliant and secure. You'll lead specific governance workstreams, making sure our processes meet client requirements and regulatory standards. Day-to-day, this means you're at the intersection of operational delivery and compliance, translating complex regulations into practical, actionable controls that our teams can actually follow. When you do this job well, our clients trust us more, we pass audits with flying colours, and we avoid costly penalties or reputational damage. If it's not done right, we could face significant fines, lose clients, or find ourselves in deep trouble with regulators. The tricky part is balancing strict compliance with the need for efficient operations – it's a constant push and pull. The reward, though, is knowing you're protecting the business and our clients, building a truly resilient and dependable service. View
- Senior Innovation Director The Senior Innovation Director is responsible for designing, building, and implementing innovative solutions that genuinely transform our clients' business processes. Frankly, you're here to make things better, faster, and smarter for them, which directly impacts our BPO's ability to deliver value and secure new business. You'll sit squarely at the intersection of client problem-solving and cutting-edge technology, translating complex operational challenges into practical, automated, or optimised workflows that our BPO operations can actually run. When you do this well, our clients see real cost savings, better service, and we win more contracts because we're seen as a true partner, not just a service provider. If you don't, we risk falling behind competitors and losing client trust. The tricky part is navigating legacy systems and internal client politics, often convincing people that change, even for the better, is worth the effort. The reward, though, is seeing your designs go live and knowing you've made a tangible difference to how a major organisation operates. View
- Senior Outsourcing Governance Specialist The Senior Outsourcing Governance Specialist leads complex governance activities, making sure our key outsourcing partners are hitting their targets and living up to their contractual promises. You'll be the main point of contact for some critical vendor relationships, handling the tricky bits and making sure everything runs smoothly. This role sits right at the heart of our operations, bridging the gap between our internal teams and our external service providers. You'll translate our business needs into clear vendor expectations and then hold them accountable, which directly impacts our operational efficiency and, frankly, our bottom line. When you do this well, our outsourced services hum along, our internal teams are happy, and we get real value for money. If it's not done properly, we end up with missed SLAs, unhappy customers, and potentially significant financial losses. The challenge? It's often about navigating complex vendor relationships, dealing with messy data, and sometimes, being the bearer of bad news. The reward, though, is seeing tangible improvements in service delivery and knowing you've saved the company a decent chunk of cash or averted a major headache. View
- Senior Outsourcing Manager The Senior Outsourcing Manager is responsible for leading and owning specific outsourced business processes, ensuring they hit their targets and deliver real value to the company. You'll be the bridge between our internal teams and our external partners, making sure everyone's on the same page and that the work gets done right. You're not just overseeing; you're actively shaping how these outsourced functions operate, always looking for ways to make them better. When you do this well, our outsourced operations run smoothly, costs are under control, and our internal teams get the support they need without a hitch. If things go wrong, though, it can mean missed deadlines, unhappy clients, and unnecessary costs. The tricky part is juggling multiple vendor relationships, internal demands, and those inevitable curveballs that pop up. Honestly, it's a bit like being a conductor for an orchestra where half the musicians are in a different country. The reward? Seeing tangible improvements, saving the company a decent chunk of cash, and building rock-solid relationships that actually deliver. View
- Senior Performance Analyst The Senior Performance Analyst is here to lead the charge on improving how our BPO operations run. You'll own entire analytical workstreams, digging into performance data to spot issues, figure out the root causes, and then design solutions that actually make a difference. This directly impacts our client Service Level Agreement (SLA) attainment, our overall efficiency, and ultimately, our bottom line. Day-to-day, you'll sit right at the heart of our operational teams and our data experts. You'll take raw, often messy, operational data and turn it into clear, actionable insights that our managers can use to make better decisions. When this role is done well, we hit our client targets, our teams are more efficient, and our clients are genuinely happy. If it's not, we risk missing SLAs, incurring penalties, and losing client trust. The tricky part is navigating complex data environments and constantly shifting client priorities while keeping your analytical integrity intact. The reward, though? Seeing your recommendations lead to real, measurable improvements, whether that's reducing Average Handle Time (AHT) or boosting First Call Resolution (FCR) for a major client. You'll genuinely make a tangible difference to how we operate. View
- Senior Strategic Sourcing Manager The Senior Strategic Sourcing Manager is responsible for leading complex sourcing projects within our Business Process Outsourcing (BPO) categories, which directly impacts our operational efficiency and bottom line. You'll work at the intersection of our business units and the external BPO market, translating internal needs into clear requirements for providers and then securing the best possible terms. When this role is done well, we get top-notch BPO services at competitive prices, our operations run smoothly, and our internal teams can focus on core business. When it's not, we risk overpaying for services, facing operational disruptions, or getting stuck with underperforming partners. The challenge is balancing cost reduction with service quality and managing the often-conflicting needs of various internal teams. The reward is seeing your negotiated deals directly improve our business performance and help us stay competitive in a fast-moving market. View
- Senior Vendor Manager The Senior Vendor Manager is responsible for leading and optimising a portfolio of strategic vendor relationships that are absolutely essential to our Business Process Outsourcing operations. You'll spend your days making sure these vendors deliver on their promises, finding ways to get more value out of our agreements, and tackling any issues that pop up. This role sits right at the heart of our BPO service delivery, acting as the crucial link between our internal teams and our external partners. When you do this job well, our BPO services run like clockwork, costs are kept in check, and our clients are happy because we're delivering consistent, high-quality work. If things go wrong, though, we could see service disruptions, unhappy clients, and even financial penalties – which, let's be honest, no one wants. The tricky part is balancing aggressive cost targets with the need for innovation and maintaining those strong vendor relationships. The reward, on the flip side, is seeing your strategic decisions directly improve our BPO capabilities and bottom line, making a tangible difference to how we operate. View
- Service Level Manager The Service Level Manager is all about making sure we hit our promises to clients, every single time. You'll be directing the entire Service Level Management (SLM) function for a big chunk of our client portfolio, which directly impacts client satisfaction and, frankly, our reputation and revenue. You'll sit right at the heart of our operations and client relationships, translating what clients expect into clear targets for our teams and then making sure we actually deliver. When this role is done well, clients are happy, our teams know what's expected, and we avoid costly penalties. When it's not, we risk losing clients, paying out service credits, and creating a lot of internal headaches. The challenge? Balancing client demands with operational realities and making sure your team has what they need to succeed. The reward? Seeing a complex BPO operation run like a well-oiled machine, and knowing you're the one who made it happen. View
- Transition Programme Manager As the Transition Programme Manager Manager, you're essentially the conductor of an orchestra, ensuring all the different instruments (teams, processes, technologies) play in harmony during complex BPO transitions. You'll be responsible for setting the strategic direction for transition programmes, building the capability of your team, and ultimately owning the P&L for your function. You'll work closely with senior leadership, client executives, and industry bodies to shape our transition methodologies and ensure we're delivering best-in-class services. This role sits at the heart of our value proposition, bridging the gap between client needs and our operational capabilities. You'll translate strategic objectives into actionable plans, manage risks, and drive continuous improvement throughout the transition lifecycle. When done well, this role leads to significant cost savings for our clients, improved service delivery, and enhanced client retention. When it's not, we risk project delays, budget overruns, and dissatisfied clients. The challenge is juggling multiple complex projects simultaneously, each with its own unique set of challenges and stakeholders. You'll need to be a master of communication, negotiation, and problem-solving to keep everyone aligned and on track. The reward is seeing your team succeed in delivering transformative solutions for our clients, knowing that you've played a key role in driving their business forward. View
Level 6 jobs · 14
- Chief Shared Services Officer The Chief Shared Services Officer Manager is here to lead and transform a significant part of our shared services organisation. You'll be the one steering the ship, making sure our internal operations—things like finance, HR, and IT support—run like clockwork, but also that they're constantly getting better and smarter. This directly impacts our bottom line, our client satisfaction, and how quickly we can grow. You'll sit squarely at the intersection of strategic business goals and day-to-day operational reality, translating big-picture ideas into actionable plans that actually deliver. When you do this job well, our business units and external clients get top-notch service, costs come down, and our people feel supported by efficient, modern processes. When it's not done well, well, things get messy: costs spiral, service levels drop, and frankly, we risk losing clients and talent. The big challenge is balancing the need for rock-solid, consistent operations with the constant pressure to innovate and cut costs. It's a tightrope walk, to be honest. But here's the opportunity: you get to build something truly impactful. You'll see your strategic decisions translate into tangible improvements, making a real difference to how our entire company functions. You'll be a key player in our growth story, not just a bystander. View
- Director of Contract Management, Business Process Outsourcing The Director of Contract Management is responsible for setting the strategy and leading the execution of all contract-related activities for a major business unit within our BPO organisation. You'll make sure our contracts aren't just legally sound, but commercially smart, profitable, and enforceable. This role sits right at the heart of our operations and client relationships, translating our service offerings into clear, binding agreements. When this role is done well, we see fewer disputes, higher client satisfaction, and a healthy bottom line. When it's not, we're looking at lost revenue, unhappy clients, and potentially costly legal battles. The challenge is balancing aggressive sales targets with realistic operational capabilities and ever-changing regulatory landscapes. The reward? You get to build a high-performing team and directly influence the financial success and strategic direction of a significant part of the business. View
- Director of Global Outsourcing The Director of Global Outsourcing is responsible for setting the vision and strategy for our entire outsourcing function within a significant part of the business, or even across a whole region. You'll literally own the P&L for outsourced services, making sure we're getting real value for every pound spent. This isn't just about managing contracts; it's about building a robust, resilient, and high-performing ecosystem of external partners that genuinely helps us hit our business goals. Day-to-day, you'll be driving big-picture decisions on vendor selection, contract negotiation, and how we actually measure success. You'll work at the intersection of our internal business units and our external service providers, making sure everyone's pulling in the same direction. When this role is done well, our outsourced operations run like a well-oiled machine, delivering top-notch service whilst keeping costs in check. When it's not, you're looking at service disruptions, spiralling costs, and unhappy internal clients. The challenge is balancing cost efficiency with service quality and managing complex relationships across different cultures and time zones. The reward? Seeing your strategic decisions directly impact our bottom line and improve how we serve our customers. View
- Director, BPO Operations The Director, BPO Operations is here to make sure a major service line (think a whole segment of our business, like Finance & Accounting or Customer Experience) doesn't just meet targets, but absolutely smashes them. You'll own the overall P&L for your area, meaning you're accountable for both revenue coming in and costs going out. This role is about setting the strategic direction for your operational teams, making sure they've got the right people, processes, and tech to deliver exceptional service, day in, day out. Frankly, you're the linchpin between our clients' high expectations and our operational teams on the ground, often across different geographies. You'll need to transform how we work, always looking for smarter, more efficient ways to get things done, usually through automation or process re-engineering. When you do this well, we keep our clients for years, grow our business, and our teams feel empowered. If it's not done well, we lose clients, miss financial targets, and frankly, our reputation takes a hit. The challenge? It's a constant balancing act between cost, quality, and speed, all while dealing with ever-changing client demands. The reward? Seeing your strategic decisions translate into tangible business growth and a truly high-performing team. View
- Director, Contract Management & Negotiation The Director, Contract Management & Negotiation, is here to own our entire contract lifecycle, from initial negotiation strategy right through to ongoing management and renewal across our BPO portfolio. You'll be the one making sure every deal we sign actually delivers value, mitigates risk, and supports our long-term business goals. This role isn't just about individual deals; it's about building the system that makes all our deals better. Day-to-day, you'll be steering your team through complex negotiations, setting the standards for how we approach new clients and existing partnerships. You're the one who translates high-level business objectives into concrete contractual terms, making sure our operational teams can actually deliver what we've promised. When this role is done well, we see significant cost savings, reduced legal exposure, and smoother client relationships. If it's not, we're looking at potential legal disputes, missed revenue, and operational headaches that can cost us millions. The challenge? It's balancing aggressive sales targets with the need for robust risk management, often with tight deadlines and competing internal priorities. The reward, though, is seeing your strategic frameworks directly impact the bottom line and knowing you've built a resilient foundation for the business. View
- Head of Outsourcing Contracts & Vendor Governance, BPO The Head of Outsourcing Contracts & Vendor Governance sets the overarching strategic vision for all outsourcing contracts, vendor relationships, and third-party risk management across the entire organisation. You'll ensure our external partnerships are not just compliant, but genuinely drive competitive advantage and operational excellence. This means you're at the intersection of enterprise strategy, operational delivery, and financial performance, translating high-level business objectives into robust, enforceable, and value-driven contractual frameworks. Frankly, you're the last line of defence against bad deals and the chief architect of good ones. When this role is done well, we see significant cost efficiencies, vastly improved service delivery from our partners, and a rock-solid defence against third-party risks. Our board sleeps easier, knowing our critical outsourced functions are secure and performing. When it's not, we're talking about multi-million-pound liabilities, major operational disruptions, regulatory fines, and reputational damage. The challenge is immense: balancing aggressive cost targets with robust risk management and fostering genuine, productive vendor partnerships. The reward? Seeing your strategic vision translate into tangible, enterprise-wide impact, directly contributing to our bottom line and market position. View
- Head of Service Level Management, BPO Client Group The Head of Service Level Management for a BPO Client Group is responsible for setting the strategic direction and overseeing the execution of all service level agreements across a portfolio of our most important clients. You'll be the ultimate owner of service performance, making sure we deliver on our promises and keep our clients happy—and critically, keep them with us. This role sits right at the intersection of client relationship management, operational delivery, and financial performance, acting as the crucial bridge between what we've promised in contracts and what our teams actually deliver day-to-day. When you get this right, our clients stick around, they expand their business with us, and our BPO operations run like a well-oiled machine, hitting targets and avoiding painful penalties. Get it wrong, and we're looking at unhappy clients, hefty service credits, and potentially losing significant revenue. The challenge? It's balancing client demands with operational realities, often with tight margins. The reward? Seeing your strategic vision translate into tangible client success and a thriving business unit. View
- Outsourced Services Coordinator Manager The Outsourced Services Coordinator Manager owns a portfolio of outsourced services, leading a team of coordinators to make sure our external partners hit their targets and deliver real value. You'll be setting the direction for how we manage specific vendor relationships, ensuring everything from contract adherence to service quality is spot on. This role directly impacts our operational costs and the quality of service our internal teams and end-customers receive. Day-to-day, you're at the intersection of our internal business units and our external service providers. You'll translate what our business needs into clear deliverables for vendors, then make sure they actually deliver. When this role is done well, we see significant cost savings, smoother operations, and happier internal clients. When it's not, well, things get messy, costs spiral, and our service quality takes a hit. The challenge here is balancing the often-conflicting priorities of internal stakeholders with the commercial realities and capabilities of our vendors. You'll need to navigate complex contracts and sometimes difficult conversations. The reward, though, is building a high-performing team and seeing your strategic decisions directly improve our business's bottom line and operational efficiency. View
- Outsourcing Specialist Manager The Outsourcing Specialist Manager is here to set the strategic vision and make sure our business process outsourcing actually works for us, not against us. You'll be looking after a big chunk of our external operations, probably worth anywhere from £500K to £2M, making sure we're getting top-notch service and real value. Day-to-day, that means guiding your team, sorting out big-picture vendor issues, and making sure our outsourcing strategy supports the wider business goals. This role sits right at the heart of our operational efficiency. You're the bridge between what the business needs and what our external partners deliver. If you do this well, we save money, get better quality, and free up our internal teams to focus on core business stuff. Mess it up, and we're looking at missed SLAs, unhappy customers, and a lot of wasted cash. The tricky part is balancing cost, quality, and risk across multiple, often complex, vendor relationships. The reward, honestly? Seeing your team grow, watching processes improve dramatically, and knowing you've genuinely made a huge difference to the bottom line. View
- Principal BPO Transition Consultant The Principal BPO Transition Consultant is here to design, refine, and lead the most complex and strategic BPO transition programmes we undertake. You're not just executing; you're defining *how* we execute at an enterprise level. This role directly impacts our P&L and reputation by ensuring our largest, most challenging client transformations are not just successful, but set new benchmarks for efficiency and client satisfaction. Day-to-day, you'll be at the intersection of pre-sales solutioning, methodology development, and hands-on programme oversight. You'll translate high-level client needs and our sales promises into actionable, robust transition plans that our delivery teams can actually follow. If you get this right, we win big deals, retain clients for decades, and build a reputation as the go-to partner for complex outsourcing. If you get it wrong, we face significant financial penalties, lose client trust, and damage our market standing. The tricky part is navigating immense organisational complexity, often across multiple client departments and our own global delivery centres, all while dealing with multi-year horizons. The reward, though, is seeing your strategic designs come to life, transforming entire client operations, and building a world-class transition capability within our organisation. It's about leaving a lasting mark. View
- Principal Service Delivery Strategy Manager The Principal Service Delivery Strategy Manager is here to set the vision and build the capability for a critical part of our global service delivery. You'll own a significant strategic pillar – think our entire automation roadmap or how we design new operating models for major clients – and make sure it actually delivers. You'll work at the intersection of our overall business strategy and the nitty-gritty of how we operate, translating big ideas into actionable plans that our delivery teams can actually run with. When this role is done well, we're not just meeting client expectations; we're exceeding them, finding new ways to deliver value, and staying ahead of the competition. If it's not, we risk losing market share, seeing client churn, and missing out on crucial efficiency gains. The challenge, frankly, is getting everyone on the same page and making sure our grand plans survive contact with reality. The reward, though, is seeing your strategic blueprint transform how we operate globally and directly impact our bottom line. View
- Vendor Management Assistant Manager The Vendor Management Assistant Manager is responsible for overseeing a portfolio of our key BPO vendor relationships and leading a small team of Vendor Management Specialists. You'll ensure our external partners consistently meet their service level agreements (SLAs) and deliver the quality we expect, which directly impacts our operational efficiency and, ultimately, our bottom line. You'll work at the intersection of our internal business units and our BPO providers, translating strategic objectives into clear vendor deliverables and making sure everyone's on the same page. When this role is done well, our BPO operations run smoothly, costs are optimised, and our internal teams trust our vendors implicitly. When it's not, we face service disruptions, cost overruns, and unhappy customers—which, let's be real, nobody wants. The real challenge here is balancing the need to drive tough commercial negotiations with building genuinely collaborative, long-term partnerships. The reward? Seeing your team grow, watching our BPO partners innovate on our behalf, and knowing you've significantly contributed to the company's operational excellence. View
- VP of Global Business Services The VP of Global Business Services is here to set the strategic direction and own the operational performance for a key department within our BPO offering. You'll be accountable for delivering on client commitments, driving efficiency, and making sure we're always looking for better ways to do things. In practice, this means you're the one who decides where we invest our time and money to keep our clients happy and our business growing. This role sits right at the heart of our service delivery, connecting our strategic goals with the day-to-day work of our global teams. You're essentially the architect of how we scale, how we innovate, and how we keep our promises. When you do this well, our clients see real value, our teams feel empowered, and our bottom line looks healthy. If it's not done well, we risk losing clients, burning out our people, and frankly, failing to meet our growth targets. The challenge? Balancing client demands with operational realities, all while navigating a constantly changing market. The reward? Seeing your vision come to life in tangible improvements for both our clients and our organisation. View
- VP, Head of Business Transformation & Transitions The VP, Head of Business Transformation & Transitions defines and drives the strategic vision for all business transformation and outsourcing transitions across our entire organisation. You'll be the one setting the 3-5 year roadmap, ensuring our BPO capabilities aren't just good, but truly market-leading and future-proof. This means you'll spend your days influencing executive board decisions on major outsourcing deals, shaping our market positioning, and making sure our transformation efforts directly translate into significant P&L growth and operational efficiency. When you get this right, our company becomes a leaner, more agile, and more profitable machine, capable of winning bigger, more complex deals. If you don't, we risk falling behind competitors, losing market share, and failing to deliver on our promises to investors. The challenge? Getting everyone, from the board to frontline teams, aligned on a single, ambitious vision, especially when change can feel disruptive. The reward? Seeing your strategic blueprint come to life, transforming a multi-million pound business, and genuinely influencing the future of the BPO industry. View
Level 7 jobs · 27
- Director / VP, Vendor Management (Business Process Outsourcing) The Director / VP, Vendor Management (Business Process Outsourcing) is responsible for defining and driving our entire BPO vendor strategy, which directly impacts our operational resilience, cost efficiency, and ability to scale globally. You'll sit at the intersection of our C-Suite, business unit leaders, and our critical BPO partners, translating overarching company goals into actionable vendor programmes and ensuring they deliver. When this role is done well, we're getting world-class service, our costs are optimised, and our risks are buttoned down. When it's not, we're bleeding money, our operations are a mess, and our reputation takes a hit. The challenge is balancing aggressive cost targets with maintaining service quality and managing complex global relationships. The reward is seeing your strategic vision transform how we operate and deliver for our customers. View
- Director of BPO Operations The Director of BPO Operations is responsible for defining and executing the operational strategy for a major business unit or client portfolio. You'll oversee multiple service delivery teams, ensuring we meet—and ideally exceed—our client commitments while constantly looking for ways to make things better and more profitable. You're at the sharp end, translating our overall business goals into tangible operational plans that your teams can deliver. When this role is done well, our clients are thrilled, our teams are performing efficiently, and we're growing our service offerings. If it's not, we risk losing key clients, damaging our reputation, and missing out on significant revenue. The challenge? Balancing client demands, internal resources, and market changes, often with tight margins. The reward? Seeing your strategic vision come to life, impacting hundreds of people and millions of pounds in revenue, and truly shaping the future of our BPO services. View
- Director of BPO Transformation The Director of BPO Transformation is responsible for defining and executing the strategic transformation roadmap across a significant portion of our BPO business, often spanning multiple service lines or geographical regions. You'll lead a team of specialists and architects, making sure our transformation programmes deliver tangible, measurable improvements for our clients and our bottom line. This role sits at the intersection of client strategy, operational delivery, and technological innovation, translating complex business challenges into actionable, large-scale transformation initiatives that genuinely change how we operate. When this role is done well, we see substantial improvements in client satisfaction, significant cost savings, and a real competitive edge in the market. Frankly, if it's not done well, we risk falling behind competitors, losing clients, and missing out on crucial growth opportunities. The challenge is navigating complex client demands, internal resistance, and the sheer scale of change required, all whilst keeping an eye on the bigger picture. The reward, however, is seeing your vision come to life, transforming entire business units, and making a lasting impact on our organisation and our clients' success. View
- Director of Governance & Compliance The Director of Governance & Compliance is responsible for defining and driving our entire governance and compliance strategy across the Business Process Outsourcing organisation. You'll oversee the design, implementation, and continuous improvement of all frameworks that ensure we meet regulatory obligations, client contractual demands, and our own high standards for operational integrity. Essentially, you're the one making sure we play by the rules, protect our clients' data, and manage our risks effectively, which directly impacts our reputation and bottom line. This role sits right at the top, bridging the gap between executive strategy, client demands, and operational reality. You'll translate complex legal and regulatory requirements into practical, actionable controls that our operational teams can actually follow. When you do this well, we avoid hefty fines, keep our clients happy, and win new business because we're seen as a trusted partner. Get it wrong, and we could face significant penalties, lose major clients, and damage our standing in the market. The challenge? It's a constantly moving target. Regulations change, clients have unique demands, and our operations are vast and complex. You'll need to build a framework that's robust yet adaptable. The reward, though, is immense: you'll be instrumental in protecting the company's future, fostering a culture of integrity, and truly making a difference to how we deliver services globally. View
- Director of Service Delivery & Performance The Director of Service Delivery & Performance is responsible for shaping our enterprise-wide service delivery strategy and overseeing our entire performance management framework. You'll make sure we're not just meeting client SLAs, but actually exceeding expectations and driving operational excellence across multiple client portfolios. You'll sit right at the intersection of our overall business strategy and day-to-day operations, translating our big-picture goals into actionable performance targets and making sure we hit them. Frankly, you're the one who ensures our promises to clients actually get delivered, consistently and profitably. When this role is done well, we see significant reductions in operational costs, happier clients who stick around longer, and a real competitive edge in the market. When it's not, we're looking at missed targets, unhappy clients, hefty service credits, and a damaged reputation. The challenge is balancing client demands with operational realities, often having to make tough calls that impact multiple teams. The reward? Seeing your strategic vision translate into tangible improvements that genuinely transform our business and keep our clients coming back. View
- Director of Vendor Management The Director of Vendor Management sets the enterprise-wide strategy for how we deal with all our BPO partners. You'll oversee the entire lifecycle, from picking the right vendor to making sure they perform, and ultimately, getting the best possible outcome for our business. This role sits right at the heart of our operational delivery, shaping how we scale and innovate through external relationships. When you do this well, we're saving millions, mitigating huge risks, and our BPO partners are actually helping us innovate and grow. If it's not done right, we're looking at spiralling costs, service failures, and potentially serious compliance issues that could hit the headlines. The challenge? You're juggling high-stakes negotiations, managing complex global relationships, and often pushing back on internal teams who want to do things their own way. The reward, though, is seeing your strategic vision actually transform how we operate and deliver for our customers, making a tangible difference to the bottom line and our market position. View
- Director of Vendor Management (BPO) The Director of Vendor Management (BPO) defines and owns our enterprise-wide strategy for how we work with all our Business Process Outsourcing suppliers. You'll be driving multi-year transformation programmes, ensuring our external partners don't just deliver on time, but also bring innovation and real strategic value. This role directly impacts our operational efficiency, our cost base, and our ability to adapt quickly to market changes. When it's done well, we're seen as a leader in BPO, getting cutting-edge services at the right price, with minimal risk. If it's not, we face service disruptions, spiralling costs, and a real hit to our reputation. The challenge is balancing relentless cost pressure with the need for quality and innovation, all while managing complex global supplier networks and navigating internal politics. The reward? Seeing your strategic partnerships deliver tangible business value, building a high-performing team, and genuinely influencing the company's future direction. View
- Director, Enterprise Transformation As a Director of Enterprise Transformation, you're here to define and drive the multi-year transformation strategy for a significant chunk of our BPO business – think a whole service line or a major client portfolio. You'll be the one charting the course for how we use automation, AI, and new operating models to deliver better, faster, and cheaper services. This role sits right at the intersection of our strategic vision and operational reality, translating big ideas into actionable, large-scale programmes. If you do this well, we'll see significant improvements in our P&L, happier clients, and a more agile, competitive business. Get it wrong, and we're looking at missed market opportunities, unhappy clients, and potentially millions in wasted investment. The tricky part is navigating complex organisational politics and entrenched ways of working while keeping a laser focus on tangible outcomes. The reward, though, is seeing your vision come to life and genuinely transforming how a major BPO player operates on a global scale. View
- Director, Global BPO Operations The Director, Global BPO Operations, is here to define and execute the strategic vision for our BPO business unit. You'll be driving enterprise-wide transformation, ensuring our global delivery centres are not just efficient but also innovative and future-ready. This role directly impacts our P&L, client retention, and our ability to grow and adapt in a constantly changing market. Day-to-day, that means you're at the intersection of strategic planning and operational reality. You'll translate our company's long-term goals into actionable BPO programmes, making sure our services are not only meeting but exceeding client expectations. When you do this well, we're growing, our clients are happy, and our teams are thriving. If it goes poorly, we're looking at significant financial losses, client churn, and a damaged reputation. The challenge? You're juggling board-level expectations, demanding clients, and the complexities of managing diverse global teams. The reward, though, is seeing your strategic decisions come to life, transforming how we deliver services and truly moving the needle for the business. View
- Director, Global Contract & Vendor Management, BPO The Director, Global Contract & Vendor Management, BPO, leads our entire approach to managing outsourcing contracts and vendor relationships on a global scale. Frankly, you're the one making sure we get what we pay for—and more—from our BPO partners, while keeping our clients happy. You'll be setting the rules, building the teams, and making sure our contract management practices are truly world-class, not just 'good enough'. This role sits right at the heart of our commercial operations, bridging the gap between our strategic growth ambitions and the day-to-day reality of service delivery. You'll translate high-level business goals into actionable contract terms and governance models that drive performance and mitigate risk. When this role is done well, we see significant cost efficiencies, improved service quality, and genuinely innovative solutions from our BPO partners. When it's not, we're looking at missed targets, unhappy clients, and potentially millions in lost value or legal headaches. The tricky part is balancing aggressive commercial terms with sustainable vendor relationships, all while navigating complex global regulations and internal politics. The reward, though, is seeing your strategic vision transform how we operate, directly impacting our bottom line and market position. View
- Director, Global Delivery Strategy The Director, Global Delivery Strategy is responsible for shaping our entire global delivery footprint and operational strategy across a significant business unit or service line. You'll set the multi-year vision for how we deliver services, making sure we're not just efficient but also market-leading and ready for what's next. This means looking at everything from where we put our people to what technology we use and how we structure our deals with clients. Day-to-day, you'll be the person connecting the dots between market trends, client demands, and our internal capabilities. You'll translate high-level business goals into concrete, actionable delivery models, often involving complex trade-offs between cost, quality, and speed. If you get this right, we'll see significant improvements in our P&L, happier clients, and a stronger competitive edge. If you get it wrong, we could be stuck with outdated models, losing clients, and struggling to attract the right talent. The tricky part is navigating constant change—geopolitical shifts, new tech, and evolving client expectations. You'll need to make tough calls with incomplete information, often with significant financial implications. The reward, though, is seeing your strategic vision come to life, transforming how a large, global organisation operates and truly making an impact on thousands of employees and countless clients. View
- Director, Global Outsourcing Contracts, BPO As our Director, Global Outsourcing Contracts, BPO, you'll shape the entire strategy for how we manage our outsourcing deals worldwide. This means you're not just looking at individual contracts, but the whole ecosystem of our BPO relationships, making sure they're robust, compliant, and actually deliver what the business needs. You'll be the one building the frameworks and leading the teams that keep us safe and successful with our external partners. Truth is, you sit right at the intersection of Legal, Finance, Operations, and our external BPO vendors. You'll be translating complex business needs into watertight contractual agreements, and then making sure those agreements are actually honoured. If you do this well, our operations run smoothly, our costs are controlled, and our risks are managed. If it goes wrong, we could face huge operational disruptions, massive financial penalties, or even reputational damage. The challenge here is immense: you're dealing with high stakes, complex international laws, and often conflicting internal and external priorities. But the reward? You get to build a world-class outsourcing function, directly influencing our company's global footprint and bottom line. You'll see your strategic decisions play out on a global scale, which is pretty satisfying. View
- Director, Global Outsourcing Governance The Director, Global Outsourcing Governance, is here to define and drive our overarching strategy for how we manage all our outsourced services across the globe. This means you'll be building and overseeing the frameworks that ensure our third-party partners deliver value, meet their obligations, and don't expose us to unnecessary risks. You'll sit right at the top of our Business Process Outsourcing department, shaping how we interact with every single vendor, from contract negotiation to daily performance. When this role is done well, we see millions in cost savings, a significant reduction in operational and reputational risk, and a noticeable uplift in the quality and reliability of services delivered by our partners. When it's not, we're looking at major service disruptions, regulatory fines, and potentially significant financial losses. The challenge, frankly, is keeping a vast, complex vendor landscape aligned with our rapidly changing business needs and external regulations. The reward? You get to build a world-class governance function from the ground up, seeing your strategic decisions directly impact the company's bottom line and operational resilience. View
- Director, Global Supplier Relationship Management The Director, Global Supplier Relationship Management, is here to drive multi-year transformation across our entire Business Process Outsourcing landscape. You'll define the strategy for how we partner with our most critical BPO providers, making sure they deliver not just on cost, but on quality, innovation, and long-term value. This role sits right at the heart of our operational strategy, influencing everything from customer experience to our bottom line. Honestly, if you do this well, you'll see a tangible improvement in our operational efficiency, a reduction in enterprise risk, and a real boost in our ability to adapt to market changes. Get it wrong, and we're looking at significant operational disruptions, spiralling costs, and a real hit to our reputation. The tricky part is balancing aggressive cost targets with maintaining strong, collaborative relationships. The reward, though, is seeing your strategic vision actually come to life, transforming how we operate globally. View
- Director, Global Transition & Transformation The Director, Global Transition & Transformation, is here to define and drive our overarching strategy for how we bring new clients onto our BPO platforms and how we evolve existing services. You'll lead a substantial global team, ensuring every transition—from a small process shift to a multi-country operational overhaul—is delivered smoothly, on budget, and critically, profitably. This role sits right at the heart of our client success and growth strategy, directly impacting our market reputation and bottom line. When this role is done well, we not only retain clients but also win new ones because of our proven ability to deliver complex change. When it's not, we risk client churn, significant financial losses, and damage to our brand. The challenge is immense: balancing global standardisation with local nuances, managing huge budgets, and navigating complex client politics across different time zones. The reward? Seeing massive, tangible transformations come to life and knowing you've built a world-class capability that truly sets us apart. View
- Director, Service Delivery & Performance The Director, Service Delivery & Performance is responsible for shaping and executing our entire service delivery strategy across a significant business unit. You'll be the architect of how we run things, making sure our contractual promises aren't just met, but consistently exceeded, keeping our clients happy and our revenue healthy. This role sits right at the heart of our client relationships and operational efficiency, translating high-level business goals into concrete, measurable service standards that our teams can actually deliver. When you do this well, we'll see happier clients, fewer penalties, and a stronger reputation in the market, which, frankly, means more business. If it's not done well, we're looking at client churn, hefty fines, and a lot of frantic firefighting. The challenge here is balancing client demands with operational realities, often with tight margins. The reward? Seeing your strategic vision come to life, transforming how we operate, and knowing you've built a service delivery engine that truly works. View
- Director, Third-Party Risk Management (BPO Focus) The Director, Third-Party Risk Management (BPO Focus) defines and drives our entire strategy for managing risks across all outsourced business processes. You'll be the one making sure our reliance on external partners doesn't turn into a strategic vulnerability, which directly impacts our operational resilience and financial stability. This role sits right at the intersection of our outsourcing strategy and enterprise risk management, translating complex vendor landscapes and regulatory demands into clear, actionable risk frameworks that our executive team can use to make big decisions. When this role is done well, we avoid major service disruptions, protect sensitive client data, and confidently expand our BPO footprint without nasty surprises. When it's not, we're looking at potential regulatory fines, significant financial losses, and serious reputational damage—frankly, it could be catastrophic. The challenge is balancing aggressive growth targets with robust, sometimes costly, risk controls, all while navigating a constantly changing global landscape. The reward, though, is seeing your strategic vision protect the company and enable smart, sustainable growth, knowing you're a key player in our long-term success. View
- Director, Vendor Performance & Governance The Director of Vendor Performance & Governance is responsible for defining and driving our enterprise-wide strategy for how we manage and measure the performance of all our Business Process Outsourcing partners. You'll be building the systems and processes that ensure our vendors consistently meet their Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ultimately delivering exceptional service to our clients and protecting our commercial interests. This role sits right at the heart of our operations, influencing everything from client satisfaction to our overall profitability. You'll translate high-level business objectives into tangible vendor performance targets, making sure our external partners are fully aligned with our strategic goals. When this role is done well, we see significant improvements in operational efficiency, reduced costs, mitigated risks, and a tangible uplift in client satisfaction. Our vendor relationships become true partnerships, driving innovation and competitive advantage. When it's not, we're looking at missed client commitments, spiralling costs, reputational damage, and potentially serious regulatory issues. The challenge here is balancing aggressive performance targets with fostering collaborative relationships, often navigating complex commercial and political landscapes. The reward, though, is seeing your strategic vision transform how we operate, directly impacting our market position and financial health. View
- Director/VP, Global Service Delivery The Director/VP, Global Service Delivery is responsible for defining and executing the strategic vision for our BPO service operations across multiple geographies. You'll be driving significant business unit transformation, making sure our global teams are delivering top-notch services efficiently and profitably. This isn't about tweaking processes; it's about fundamentally rethinking how we operate to stay ahead of the curve. Day-to-day, you'll be balancing client satisfaction with operational efficiency, making tough calls on resource allocation, and presenting our strategic direction to the board. When this role is done well, we'll see significant improvements in client profitability, market share, and operational maturity. If it's not, we risk losing major clients, falling behind competitors, and facing serious financial consequences. The challenge? You're navigating complex market dynamics, integrating M&A activity, and managing large, diverse teams across different time zones. The reward, though, is seeing your strategic decisions translate into tangible business growth and a truly transformed service delivery organisation. View
- VP, Ecosystem & Alliances The VP, Ecosystem & Alliances is responsible for defining and executing our enterprise-wide partnership strategy. You'll be looking 3-5 years out, figuring out how alliances with technology vendors, consulting firms, and other BPO specialists will drive market share, introduce new capabilities, and future-proof our offering. This directly impacts our top-line revenue, operational efficiency, and overall market valuation. View
- VP, Enterprise Outsourcing The VP, Enterprise Outsourcing is here to define and drive our company's entire outsourcing strategy. You'll be making sure we're getting the absolute best out of our external partners, not just in terms of cost, but also for innovation, quality, and operational resilience. This role sits right at the heart of our operational efficiency and strategic growth, linking our business units with a global network of service providers. When you do this job well, we'll see significant improvements in our operational costs, faster adoption of new technologies, and a much more agile business that can react quickly to market changes. If it's not done right, we're looking at spiralling costs, service disruptions, reputational damage, and a real drag on our ability to compete. The challenge? Getting everyone internally on the same page and making sure our vendors actually deliver on their promises, especially when things get tough. The reward? Seeing your strategic vision directly translate into tangible business transformation and a healthier P&L. View
- VP, Enterprise Risk & Outsourcing Governance The VP, Enterprise Risk & Outsourcing Governance defines and drives our entire approach to managing risks across all outsourced business processes. This means you'll set the rules, build the frameworks, and make sure we're actually following them, right across the organisation. You'll sit at the very top, connecting our outsourcing strategy with our overall company resilience and regulatory commitments. When you do this well, we avoid major financial hits, keep our reputation intact, and can actually grow our business confidently through outsourcing. If you don't, well, the consequences can be pretty dire—think regulatory fines, massive service disruptions, and a very unhappy board. The challenge here is balancing aggressive growth ambitions with rock-solid risk controls, often in a rapidly changing global landscape. The reward? You'll genuinely protect the company and enable it to scale without falling over, which is a pretty big deal. View
- VP, Global BPO Contracts & Vendor Strategy The VP, Global BPO Contracts & Vendor Strategy defines our entire approach to outsourcing, making sure it aligns with our long-term business vision. You'll be the architect of how we partner with external providers, ensuring these relationships deliver strategic advantage, not just operational efficiency. This role sits right at the top, influencing board-level decisions on how we structure, govern, and extract value from our global BPO ecosystem. When you do this well, our outsourced operations run like a well-oiled machine, delivering exceptional service and significant cost benefits. If it's not done right, we're looking at massive operational risks, financial leakage, and reputational damage. The challenge is balancing aggressive cost targets with maintaining truly strategic, collaborative vendor relationships across a diverse global footprint. The reward? Seeing your strategy directly impact the company's bottom line and market position, fundamentally changing how we operate and compete. View
- VP, Global BPO Delivery The VP, Global BPO Delivery, is here to define and execute the strategic vision for a significant chunk of our global delivery footprint. We're talking about multi-year plans, not just quarterly targets. You'll be the one making sure our operational strategy aligns with the company's overall growth ambitions, driving significant revenue and making sure our clients are genuinely happy, not just 'satisfied'. This role sits right at the intersection of client strategy, operational excellence, and global talent development. You'll translate those big-picture market trends and client needs into tangible delivery models and operational programmes that our teams can actually execute. Get this right, and we grow, we innovate, and we keep our competitive edge. Get it wrong, and we risk losing major clients and market share – the stakes are pretty high, to be honest. The real challenge? Balancing aggressive growth targets with the nitty-gritty of operational stability, all while navigating a constantly changing global landscape. But the reward? You'll build something truly impactful, see your strategic decisions play out on a global scale, and lead a huge team of talented people to achieve things they didn't think possible. It's about leaving a lasting mark on the organisation. View
- VP, Global BPO Transformation The VP, Global BPO Transformation is here to set the enterprise-wide vision for how we deliver services, making sure we're not just keeping up, but actually leading the market. You'll be the one charting our course through the ever-changing landscape of automation, AI, and new operating models, ensuring our clients get genuinely cutting-edge solutions. This role sits right at the top, influencing everything from our M&A strategy to how we talk to investors about our future. When you get this right, we're not just winning new business; we're setting new industry standards, our clients are seeing massive value, and our P&L is looking incredibly healthy. Get it wrong, and we risk falling behind competitors, losing key clients, and seeing our market position erode. The tricky part is balancing ambitious, long-term innovation with the immediate need to deliver consistent, profitable services. The reward, though, is seeing your strategic decisions transform a global organisation and genuinely move the industry forward. View
- VP, Global Business Services & Enterprise Transformation As the VP, Global Business Services & Enterprise Transformation, you'll define the long-term vision for how our business processes run across the entire company. This means integrating our GBS strategy with the wider enterprise digital transformation agenda, making sure everything works together seamlessly. You're essentially the person who makes sure our operations are not just keeping up, but actively driving us forward. This role sits right at the top, influencing how we deliver services globally, whether that's through our own shared service centres or external partners. You'll be the one accountable for significant P&L impact, often in the tens of millions, and for building the organisational capability to deliver on those promises. When you get this right, the company runs like a well-oiled machine, costs are optimised, and we're agile enough to respond to market changes. If it goes wrong, we're looking at significant operational inefficiencies, missed market opportunities, and a hit to our bottom line. Honestly, the challenge here is immense – you're dealing with entrenched ways of working, complex global structures, and huge financial stakes. But the reward? You'll literally transform the company, leaving a legacy of efficiency and innovation that impacts thousands. View
- VP, Global Service Delivery & Transformation As our VP, Global Service Delivery & Transformation, you'll define the enterprise-wide vision for how we deliver services to our clients, making sure we're not just keeping up, but setting the pace. This means driving major organisational transformations, from how we use AI to how we structure our global teams. You're essentially the person who ensures our operations are not only efficient today but also ready for whatever tomorrow throws at us. Your work sits right at the heart of our business, connecting our strategic goals with the day-to-day reality of client delivery. You'll translate big-picture market trends and client needs into actionable, multi-year operational roadmaps. When this role is done well, we're recognised as an industry leader, our clients are thrilled, and our P&L looks fantastic. If it's not, we risk losing clients, market share, and frankly, our competitive edge. The challenge? It's immense. You'll be navigating complex global regulations, internal resistance to change, and the constant pressure of a rapidly evolving technological landscape. The reward, though, is seeing your vision come to life, transforming how thousands of people work, and directly contributing to the company's long-term success and market leadership. It's about leaving a lasting legacy. View
Level 8 jobs · 12
- Chief Business Process Outsourcing Officer The Chief Business Process Outsourcing Officer is here to set the enterprise-wide vision for how we run our global operations, making sure we're not just keeping the lights on, but actually driving significant value and competitive advantage. You'll work right alongside the CEO and the Board, translating grand strategic ambitions into tangible, efficient, and scalable service delivery models that impact every corner of our business. When you do this well, we're leaner, faster, and more attractive to investors and clients alike. When it's not quite right, well, we risk losing market share, incurring massive costs, and seeing our reputation take a hit. The tricky part is balancing aggressive cost targets with maintaining—or even improving—service quality across a truly global, complex operation, all while navigating constant market changes. The reward, though? You get to fundamentally transform how a major business operates and leave a lasting legacy on its efficiency and strategic capabilities. View
- Chief Commercial & Outsourcing Officer (CCOO) The Chief Commercial & Outsourcing Officer is here to define and execute our entire enterprise-wide BPO strategy. You'll be the one setting the vision, making sure we're growing profitably, and that our service delivery is absolutely top-notch across all our global operations. This role sits right at the very top, shaping how we go to market, how we win and keep major clients, and how we manage the colossal network of contracts that underpin our business. Frankly, you're the face of our outsourcing capabilities to the market and to our biggest clients. View
- Chief Commercial Officer (CCO) The Chief Commercial Officer is here to define and drive our enterprise-wide commercial vision, strategy, and growth agenda. You'll be the one setting the course for how we win new business, keep our existing clients happy, and expand our footprint in the BPO market globally. This role sits right at the heart of our executive team, translating our company's overall strategy into tangible commercial targets and making sure every part of our sales and account management organisation is pulling in the same direction. When you get this right, we're not just hitting targets; we're growing faster than the market, delighting our clients, and significantly increasing shareholder value. Get it wrong, and we risk stagnation, losing market share, and missing out on huge opportunities. Honestly, the biggest challenge is balancing aggressive growth with profitable delivery, especially in a competitive BPO landscape. But the reward? Seeing your commercial strategy transform the company, making a real dent in the market, and building a legacy of growth. View
- Chief Compliance Officer (BPO Operations) The Chief Compliance Officer for BPO Operations is here to protect our company from significant regulatory fines, reputational damage, and client churn by making sure we're always playing by the rules. You'll define and oversee the entire compliance strategy across all our BPO services, which directly impacts our market position and long-term viability. You'll sit right at the top, translating complex global regulations into practical, enterprise-wide policies and making sure our operational teams actually follow them. When this role is done well, we avoid costly mistakes, build deep client trust, and can confidently expand into new markets. If it's not done well, we're looking at huge fines, lost clients, and a very public headache. The challenge is the sheer scale and complexity of global regulations, plus getting everyone across the business to truly 'get' compliance. The reward? Knowing you're safeguarding the future of the entire organisation and its people. View
- Chief Global Operations Officer (CGOO) The Chief Global Operations Officer is here to define and execute our overarching enterprise-wide operational strategy. That means you'll be making sure all our global operations, including our extensive Business Process Outsourcing (BPO) footprint, are perfectly aligned with our company's long-term vision and market goals. You'll work right at the top, integrating BPO as a core, strategic advantage, not just a cost-saving exercise. When you do this well, our company achieves market leadership through operational excellence, delivering superior customer experiences and robust profitability. If it goes wrong, we're talking significant market share loss, potentially hefty regulatory fines, and a real hit to our brand. The tricky part is balancing global efficiency with the very real, often messy, local market needs and navigating complex geopolitical risks. The reward, though? You get to shape the company's future, seeing your operational strategy directly translate into market success and serious shareholder value. View
- Chief Legal & Compliance Officer (CLCO), BPO The Chief Legal & Compliance Officer (CLCO) for BPO defines and executes the enterprise-level legal and compliance strategy for our entire Business Process Outsourcing organisation. You'll be the principal legal advisor to the CEO and Board, ensuring our global operations comply with an ever-evolving patchwork of international laws and regulations. This role sits right at the heart of our executive leadership, translating complex legal risks into clear strategic guidance that shapes our market position and long-term viability. When you do this well, we grow confidently, avoid major litigation, and maintain an impeccable reputation with clients and regulators. If it's not done right, we face crippling fines, reputational damage, and potentially lose our licence to operate in key markets. The challenge? Balancing aggressive growth targets with an increasingly scrutinised regulatory environment, all while managing a large, diverse global legal team. The reward? Knowing you're the ultimate guardian of the company's future and directly influencing its success on a global scale. View
- Chief Operating Officer (BPO) The Chief Operating Officer (BPO) is here to define and execute our entire operational strategy, making sure we're delivering world-class BPO services across the board. You'll be sitting right at the top, ensuring our global operations are not only efficient but also constantly evolving to meet market demands and client needs. This role directly impacts our reputation, profitability, and long-term growth. When you get this right, we're recognised as a market leader, our clients are raving about us, and our shareholders are happy. Get it wrong, and we're looking at significant revenue loss, client churn, and a hit to our market position. The challenge? It's immense – balancing global scale, constant innovation, and relentless cost pressure while keeping thousands of people motivated. The reward, though, is seeing your vision transform a global organisation, leaving a massive legacy. View
- Chief Outsourcing Governance Officer The Chief Outsourcing Governance Officer defines and drives our enterprise-level outsourcing strategy and governance. Frankly, you're accountable for every single BPO partner's performance and all the risks that come with them, reporting directly to the C-suite and the Board. You'll sit right at the heart of our global operations and strategic planning, translating our overarching business goals into a robust, resilient, and value-driven outsourcing model. When you do this well, we're more efficient, less risky, and more agile than our competitors. When it goes wrong, well, the company's reputation and bottom line take a serious hit. The challenge here is balancing aggressive growth and cost-saving targets with absolute operational resilience and regulatory compliance across a sprawling global footprint. The reward? You'll genuinely shape the future of our business, directly influencing our market position and shareholder value. View
- Chief Outsourcing Officer The Chief Outsourcing Officer is responsible for setting the enterprise's overarching sourcing strategy, integrating our outsourcing efforts with our core business objectives, and holding ultimate accountability for the performance and risk management of our entire outsourced ecosystem. Day-to-day, you'll be navigating complex global markets, making multi-million-pound decisions, and ensuring our external partners deliver on our strategic goals. You'll sit at the executive table, translating market shifts and business needs into actionable outsourcing plans, which directly impacts our operational efficiency and competitive edge. When you get this right, we're leaner, more agile, and our shareholders are happy. Get it wrong, and we face significant financial losses, reputational damage, and operational chaos. The tricky part is balancing aggressive cost reduction with long-term strategic partnerships and navigating geopolitical risks. The reward, honestly, is seeing your strategic vision transform the company's operating model and drive tangible, measurable growth. View
- Chief Service Officer (CSO), Global Service Excellence The Chief Service Officer (CSO) is here to define and execute our enterprise-wide service excellence vision, which directly impacts our market differentiation and long-term client value. You'll sit right at the top, working with the CEO and Board, translating our company's strategic goals into a tangible service delivery blueprint that our global operations can actually follow. If you do this well, we'll see significant market share growth and client loyalty that's the envy of the industry. If you don't, well, we'll lose clients and our reputation will take a hit—it's that simple. The challenge is navigating complex global markets and constant client demands while keeping an eye on the bottom line. The reward? You get to build a genuinely world-leading service organisation and see your vision come to life on a massive scale. View
- Chief Strategic Transition & Transformation Officer Look, this role is about setting the absolute top-level vision for how we transform and transition BPO services, not just for our clients, but for our entire organisation. You'll be the one shaping our market offerings, driving massive, multi-year strategic shifts, and making sure we're always ahead of the curve. Your decisions here directly impact our market position, our reputation, and frankly, our bottom line. It's a huge responsibility, but the opportunity to leave a lasting legacy is immense. View
- Chief Vendor and Partner Management Officer The Chief Vendor and Partner Management Officer defines and executes the enterprise-wide strategy for all external partnerships, which directly impacts our market share, service innovation, and overall profitability. You'll work at the intersection of market dynamics, technological advancements, and operational delivery, translating broad business objectives into actionable partnership strategies that our teams can run with. This role is about seeing around corners, identifying disruptive opportunities, and building the relationships that will define our future. When this role is done well, we'll be recognised as an industry leader, known for our innovative service delivery and expansive, high-performing partner ecosystem. We'll be first to market with new BPO solutions, backed by best-in-class partners. When it's not, we risk losing market relevance, struggling with service quality, and missing out on significant revenue streams. The challenge is balancing short-term operational demands with long-term strategic vision, all while navigating complex internal and external politics. The reward is seeing your strategic decisions transform the company's trajectory and cement our position as a market leader. View