Responsibilities

Role and Responsibilities:

• Provide in-region delivery quality oversight of the partner BPO model.
• Be accountable for validation of the timekeeping records submitted by Microsoft’s 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.

Expected Outcomes

• 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

Qualifications

Essential qualities include:

• 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

Basic Qualifications:

• Bachelor’s degree or equivalent work experience
• A minimum of 7 years of accumulated outsourcing management experience supporting a delivery business - must have both contract management and service delivery related experience

Preferred Qualifications:

• 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

Microsoft is an equal opportunity employer and supports workforce diversity. We would like to welcome you in an international working environment that is characterized by flexibility, an informal atmosphere, and a fast pace. Microsoft ensures your work-life balance, offers attractive salary packages and bonus programs and a modern office, which combines innovative technics? with design.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. 

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.