|部署・役職名||Business Program Manager （Okinawa）|
Services Business Operations （SBO） organization is empowering our customers and partners to realize their full potential in a mobile－first, cloud－first world through digital transformation. And we are empowering SBO, globally, with world－class, high－quality operations.
The SBO Operation charter is to modernize Services to compete effectively, enabling agility and trusted experiences that continuously meet the needs of our customers, partners and colleagues.
Our priorities are to enable predictable and transparent operations through modernization of our people practices and technologies, drive a protected environment through proactive engagement, surface insights and deliver solutions that accelerate value to our business, cultivate an environment where everyone can take risks, learn and pursue their ambition.
The SBO operations model leverages best－in－class global partners to deliver internal and external services. We are looking for an experienced and highly motivated operations manager to operate as the Partner Success Manager overseeing the SBO regional relationship with our Business Process Outsource （BPO） partner（s）.
In this role you will be accountable for the performance of the partner to deliver your regions’ operational capacity and quality via the outsourced model. You will drive partner accountability and realization of their full value. Their success is our success！
You will oversee the full product lifecycle of all in－scope BPO services and processes for SBO as well as overall partner performance of BPO services. You will have full responsibility for deploying and overseeing the day－to－day operations into the BPO by leveraging agreed change management processes. This includes responsibility for ensuring customer satisfaction is not compromised and that cost/benefit impacts are carefully evaluated. The role is located in region but not located on－site with the partner thus maintaining clear segregation of duties and ensuring the partner accountability.
A successful candidate should be comfortable working remotely within a highly matrix－driven multinational organization, exhibit solid organizational, communication, and negotiation skills, and have both a strong customer focus and a working knowledge of operational delivery.
■Role and Responsibilities:
・Provide in－region delivery quality oversight of the partner BPO model.
・Be accountable for validation of the timekeeping records submitted by our time tracking tools. Ensure compliance to all appropriate policies and business rules.
・Prepare / lead MBRs and QBRs as needed and orchestrate appropriate transition and delivery review check points.
・Manage operational related escalations and drive partner accountability to root cause and implement formal corrective actions.
・Provide guidance, feedback, and leadership to drive the BPO to achieve continuous improvement on all operational, quality, and satisfaction metrics.
・Agree and monitor appropriate corrective action plans and deal with any local escalations.
・Ensure SOPs are in place and executed in consistence with global processes and best practices.
・Assist in arranging and conducting BPO compliance audits to ensure partner is meeting contractual requirement.
・Partner SLAs and KPIs meet / exceed targets and value－add capability is fully optimized.
・Business continuity and capacity in place to meet SBO objectives.
・Commercially and contractual compliance maintained.
・Partner is held accountable for delivery quality and performance.
・Ensure lessons learned and best practices are optimized for global impact via centralized SBO head quarters processes and tracking systems.
・Commercial accuracy, including all purchase orders and invoices are on time, accurate and compliant to policies / best practice and terms agreed with the partner.
・Compliance adherence to the managed service policy.
・Full continuity of business during any service lifecycle changes and risks are communicated, managed and mitigated as appropriate
【必須（MUST）】・Strong communication and influencing skills － person needs to be able to manage the partner BPO delivery and expectations
・Strong business knowledge and ability to set clear expectations for the partner based around business outcomes within a global multi－site operation
・Proven experience of influencing other organizations where their support is critical to success
・Ability to work across groups managing individuals both directly and indirectly to achieve a common goal
・A good understanding of change management, the importance of it, approaches, key tasks and timelines
・Ability to thrive in a fast－paced multinational environment working across multiple lines of business
・Very strong team player with excellent interpersonal skills
・Operational experience in negotiating, developing and managing BPO contracts ideally on an international basis
【歓迎（WANT）】A minimum of 7 years of accumulated outsourcing management experience supporting a delivery business － must have both contract management and service delivery related experience
・Strong project / program management skills
・Excellent verbal and written communications skills
・Track record of negotiation and management of BPO contracts
・Able to work across cultures effectively, valuing diversity within virtual team
・Working knowledge of international business practices
・Proficient in the use of Microsoft Office （PowerPoint, Word, Excel, Visio, Project） products
・MBA is a plus
＊Travel up to 10％ may be required
|アピールポイント||自社サービス・製品あり 外資系企業 女性管理職実績あり 従業員数1000人以上 シェアトップクラス 創立30年以上 年間休日120日以上 産休・育休取得実績あり|