Manager of Business Process Outsourcing and Shared Services

The Estée Lauder Companies attracts the most outstanding people from diverse industries and nurtures their talents. Whether they work in one of our stores, on a production line, at our corporate headquarters in New York City or in one of our affiliates worldwide, our employees take pride in their contributions to our success.

Do you want to work for one of the world’s largest luxury beauty brands?

Do you want to work for a company that delivers value to its customers on a daily basis?

Do you want to join a talented, multi-lingual and fun team?

We are looking for

Manager of Business Process Outsourcing and Shared Services

to join our team in Budapest!

The role :

The Manager of BPO & Shared Services ensures that ELC Management, OneSource, and the Ops Teams who have outsourced to the vendors are aligned and maintain a healthy & productive relationship. This individual ensures that performance data or other metrics provided by the BPOs are agreed upon and aligned with ELC's standards. The Manager is meant to oversee the PO / Invoicing process in addition to contractual / relationship amendments; in order to track 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.

Qualifications

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.
• Negotiate and operationalize change requests to the original agreements between ELC and the Vendors.
• Own and asses the value cases of over $2M 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.
• Supporting the Director of BPO & Shared Services oversees PO / Invoicing process to track expenses and ensure it's as per contract plus performance measures of a complicated multi SOW world.
• 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 BCP sign off and compliance sign off.
• Establish consistency in how Process Owners work with each Vendor, and how Vendors interact with ELC's OneSource team.
• Collect and standardize all performance data from service providers to be in line with OneSource 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 OneSource Service Management team both in presentation and performance standards.

Requirements :

Job location :