Sr Manager of Business Process Outsourcing and Shared Services - Consumer

Estee Lauder Companies is seeking a highly analytical and strategic

Sr Manager

to join the EBS team.

The individual will be responsible for managing the relationship with ELC and some of it's largest Vendors who provide BPO services at scale to Global ELC. These service providers will focus on Marketing Operations and other consumer facing services. The Sr Manager of Business Process Outsourcing and Shared Services will work cross-functionally with key business partners and regional leaders to drive long-term, sustainable and profitable growth for the business. This individual must be willing to engage with each Vendor, the EBS team and with Global Process Ownership on tough issues, and be able to push back on points, yet maintain excellent relationships with all involved.

The Sr Manager of BPO shared services ensures that ELC Management, Enterprise Business Services (EBS) and the Ops Teams who have outsourced to the vendors are aligned, and maintaining a healthy & productive relationship. This individual ensures that performance data or other metrics provided buy the BPOs are agreed upon, and align with ELC's standards. The Sr Managr is meant to oversee all Service Management aspects in addition to contractual/commercial relationship in order to track services & expenses and ensure they 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.

Specific Duties and 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, specifically for Consumer Care Operations
• Advise ELC on how to optimize Consumer Care outsourcing, and how to best connect the partner into internal operations
• Negotiate and operationalize change requests to the original agreements between ELC and the Vendors
• Own and asses the value cases of over $5-50M 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
• 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 RU &SLA confirmations, and BCP and compliance sign off
• Establish consistency in how Process Owners work with each Vendor, and how Vendors interact with ELC's EBS team
• Collect and standardize all performance data from service providers to be in line with EBS 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 EBS Service Management team both in presentation and performance standards

Qualifications:

• Undergraduate degree in business related field, 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
• 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