Senior Manager of Business Process Outsourcing and Shared Services

Job Description

The Estée Lauder Companies attracts the most outstanding people from diverse industries and nurtures their talents. Whether they work in one of our stores, on a production line, at our corporate headquarters in New York City or in one of our affiliates worldwide, our employees take pride in their contributions to our success.

Do you want to work for one of the world’s largest luxury beauty brands?
Do you want to work for a company that delivers value to its customers on a daily basis?
Do you want to join a talented, multi-lingual and fun team?

We are looking for

Senior Manager of Business Process Outsourcing and Shared Services

to join our team in Budapest!

The role:

The Estée Lauder Companies is seeking a highly analytical and strategic Sr manager to join the OneSource team. The Sr Manager of BPO Shared services ensures that ELC Management, OneSource, and the Ops Teams who have outsourced to the vendors are aligned, and maintaining a healthy & productive relationship. Specifically this individual will be working with the Customer Care vendors ensuring our call centers and customer care partners align with our internal functional expectations. This individual ensures that performance data or other metrics provided buy the BPOs are agreed upon, and align with ELC's standards. The Sr Manager is meant to oversee the relationship with strategic vendors including PO/Invoicing process, contractual/relationship amendments, expansion of service, continuous improvements, and performance management. This is all done in order to ensure these relationships align with company goals/policy and our contracts. This role is an escalation point for discussions between ELC and the vendor, to ensure that all services are provided within set standards and help implement any process improvement.

Responsibilities:

• Own the resolution of escalated incidents, and report outcomes to the customer leadership team
• Act as an Internal Consultant on how best to utilize BPOs
• Negotiate and operationalize change requests to the original agreements between ELC and the Vendors
• Understand how a highly functional Global Customer Care department works, and how to guide a vendor towards that end goal
• Own and asses the value cases of over $5M USD as they pertain to each BPO Service Provider
• Provide detailed financial analysis with a firm understanding of the commercial standards within Outsourcing Contracts
• Be accountable for all 65 affiliate budgets for vendor spend globally
• Act as single point of contact for both ELC and the Vendor as large relationship issues are examined
• Lead large strategic initiatives, which will impact global operations including technological updates and further geographic expanssion
• Ensure that the Vendor has all the tools and access it needs in order to perform each service agreed to by working with global ELC COEs in different practice areas as this person coordinates that effort.
• Provide each Vendor with relevant usage forecasts to ensure smooth service delivery
• Maintain routine requirements of both ELC and the vendor, such as BCP sign off and compliance sign off
• Establish consistency in how Process Owners work with each Vendor, and how Vendors interact with ELC's OneSource team
• Collect and standardize all performance data from service providers to be in line with OneSource global standards
• Point of contact for any escalation discussions regarding vendor SLA changes/updates, or process improvements plans, either as a part of incident management or to increase efficiency
• Align service delivery with the broader OneSource Service Management team both in presentation and performance standards

Requirements:

• Undergraduate degree in business related field.
• MBA and/or 3+ years of strategy consulting experience with large consulting firm.
• 7 plus years of relevant work experience in procurement, finance, strategy, new business development. 3+ years within a shared service organization.
• Extensive Experience with Project Management.
• Outstanding quantitative and analytical skills required. Must be an Excel expert.
• Excellent understanding of Customer Care as a function and call centers in general.
• Knowledge of the BPO industry is a must.
• Requires strong problem solving, interpersonal, presentation and communication skills. Must be an PowerPoint expert.
• Experience with budget development, management and accurate estimation skills are imperative.
• Keen ability to collaborate and communicate cross functionally with different teams and types of people.
• Position requires strong leadership skills and previous experience in managing a complex process.
• Requires strong background of working on an international scale, and ability to operate on a global, often virtual, team.
• Strong negotiation and contract management skills necessary.
• A mature self-starter who can take charge of a project and follow through to completion.
• A strong focus on the ability to make presentations and materials aesthetically appealing.

Job location:

• Budapest, XI. district - Budapest One office.
• We are working in a hybrid structure (10 days per month HO provided).