Operation Bpo Governance Lead

The resource, reporting to the Head of Ops & Customer Service governance, will be responsible for mapping and monitoring BPO's of the Operations & Customer Care area with the ambition to streamline BPO management processes ensuring that all outsourced activities align with our company's standards and objectives. Build a unique control framework, identify potential synergies and optimisation. By closely monitoring and supporting the Contract Owner, the resource will ensure that all contractual obligations are met, reducing operational risks and enhancing service delivery.
Key Responsibilities Oversee the mapping and continuous monitoring of Business Process Outsourcing (BPO) activities within the Operations & Customer Care area.Ensure all outsourced activities align with the company's standards and objectives.Identify and implement strategies to streamline BPO management processes.Develop and maintain a unique control framework to monitor and optimize BPO operations.Promote effective communication between internal Contract owner/manager and BPO's parties.Identify potential synergies across different BPO activities to enhance efficiency and effectiveness.Implement optimization initiatives to improve service delivery and operational performance.Closely monitor and support the Contract Owner to ensure all contractual obligations are met.Working conditions: Full Time
Duration: Permanent
Location: Milan (hybrid)

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