The BPO Sourcing & Vendor Control Associate Director is responsible for the full lifecycle of BPO vendor management, including sourcing, negotiation (through close engagement with the procurement team), contract management and performance monitoring.
This role ensures that selected BPO partners meet operational expectations, comply with SLAs and contribute to the efficiency and scalability of the GSC. The Associate Director reports to the GSC Lead and support him and rest of the teams to ensure smooth vendor integration and continuous improvement.
- Vendor Selection & Onboarding
– Lead the RFP process, ensuring alignment with operational needs and budget constraints
– Oversee negotiations and confirm contract, ensuring favorable terms and risk mitigation
– Manage the onboarding and training process for outsourced teams
- Performance Monitoring & Compliance
– Track vendor KPIs and SLAs, ensuring adherence to quality and efficiency standards
– Conduct regular audits and initiate corrective actions for underperformance
– Ensure compliance with data security, regulatory requirements, and service standards
- Vendor Relationship Management
– Act as the primary liaison between BPO providers and internal GSC teams
– Drive cost optimization and process improvement initiatives
– Ensure alignment between internal teams and external vendors for seamless service delivery
Requirements
- Education:
– Bachelors or Masters degree in Procurement, Business Administration, or Operations Management
- Experience:
– 12+ years in BPO sourcing, vendor management or outsourcing contracts, preferably in high-scale customer service environments, with exposure to both B2B and B2G ecosystems
- Technical Skills:
– Strong experience in vendor governance, SLA structures, and cost optimization methodologies
- Soft Skills:
– Strong negotiation skills, relationship management experience and ability to work across multiple vendors
