Agency Program Manager (Voice)

Location: Cincinnati
Posted on: November 20, 2024

Job Description:

General Function:

. BPO Program Manager (voice) is responsible for leading the internal effort to set up a voice BCP site off shore (Philippines). They will be charged with working with internal staff and off shore provider (SLK) to clearly articulate the businesscasean ensuring execution. This position will create transition plans with 3rd party Collections provider and the line of business to move existing work to the newly created site and work closely with 5/3 call center and process owners to move workaccordingto business case. The Program manager will have the responsibility of overseeing the transition of all work from the US and India into the new location. They will work closely with SLK to set up infrastructure, hire leadership and staff tomeet 5/3standards of operation. This position will require extend stay in off shore location to ensure a successful migration of work load. The Program manager will coordinate all training efforts with SLK and 5/3 to ensure all procedures and policiesare inaccordance with

Essential Duties and Responsibilities:

. Responsible for Oversight of Internal Enterprise program management of all voice offshore/outsource initiatives.

. Partner with 5/3 Global Solutions sales team and assist in voice sales efforts as needed.

. Responsible for leading voice initiative to deliver discovery and transition services for Internal/External clients.

. Responsible for exceeding Internal/External customer''s needs and delivering transitions on time at cost with a high degree of quality.

. Partnership with sourcing, risk, IT, EPMO, and other core offshore support departments to

Insure smooth transitions while adhering to Bancorp risk and compliance policies.

. Understand telephonic systems and work closely with IT resources to deliver customer expectations.

. Assist in P&L management for Agency and SLK Global to deliver $100m in revenue by 2019.

. Lead / coordinate SLK transitions resources to ensure adequate availability of resources to meet pipeline demand.

. Oversee SLK Operations and ensure productivity and quality standards are met on each customer voice engagement.

. Identify and implement process improvement/efficiencies within current BPO operations on-shore and off-shore

. Re-engineer internal/external processes to enable off shoring, through lean/six sigma methodology.

. Assist/champion issue resolution for any/all escalated enterprise-wide BPO initiatives.

. Lead the execution/implementation of offshore development strategies and next generation BPO

. Projects/initiatives throughout enterprise

. Hold monthly review with voice production management on production/transition issues and future enhancements

. Ensure Daily management and analytics reporting on all daily voice production and quality metrics are delivered to the customer and reviewed for systemic issues.

. Senior management communication and progress updates across lines of business.

. Assist in the monthly BPO Center of Excellence committee meetings to ensure the best in class

. Responsible for leading a team of BPO account managers to deliver discovery and transition services for Internal/External clients.

. Coordinate annual BPO forecast and gain approval from business partners and set timelines for each engagement.

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