Senior Director, Global Business Services BPO Governance

Key Responsibilities

• Establish and lead governance forums with BPO partners and internal stakeholders to monitor performance, resolve issues, and drive accountability.
• Implement standardized reporting and dashboards to track SLAs, KPIs, and continuous improvement initiatives.
• Conduct regular operational reviews and ensure alignment with BD’s quality and compliance standards.
• Capture stakeholder feedback on BPO performance issues to ensure each is addressed with first time quality and speed.
• Lead the development and validation of business cases for BPO initiatives across Finance, HR, Procurement, and other GBS functions.
• Partner with Finance and business stakeholders to model cost savings, service improvements, and strategic benefits.
• Track and report on value realization and alignment with BD’s enterprise goals.
• Partner with Procurement in the lifecycle of BPO contracts, including negotiation, execution, performance management, and renewal.
• Collaborate with Legal, Procurement, and Risk functions to manage vendor relationships and mitigate exposure.
• Collaborate with stakeholders to ensure contract terms are honored in change orders and implications to the business case are explored and adjudicated with appropriate decision makers.
• Lead the BPO engagement in agreed multi-year transformation roadmap for outsourced services, aligned with BD’s digital and operational strategies.
• Ensure strong governance for innovation through automation, AI, and process optimization in partnership with BPO providers connecting with Global Process Owners and IT organization.
• Champion change management and stakeholder engagement across BD’s global footprint.
• Lead governance of process changes impacting outsourced operations, ensuring alignment with BD’s internal controls and regulatory requirements.
• Facilitate cross-functional decision-making and change approval processes.
• Maintain documentation and audit trails for all process changes.
• Ensure outsourced operations comply with internal policies, regulatory standards, and data privacy requirements.
• Conduct audits and assessments to identify and mitigate risks.
• Create and regularly update business continuity and disaster recovery plans for outsourced operations to ensure minimal disruption during crises.
• Identify potential risks to service delivery (e.g., geopolitical, cyber, natural disasters) and implement mitigation strategies with BPO partners.

Qualification & Requirements

• Bachelor’s degree in Business, Operations, Finance, or related field; MBA or equivalent preferred.
• 12+ years of experience in BPO governance, shared services, or outsourcing strategy, with at least 5 years in a senior leadership role.
• Proven experience managing large-scale outsourcing contracts and transformation programs in a global, regulated environment.
• Strong understanding of operational excellence, process improvement methodologies (e.g., Lean, Six Sigma), and digital enablers.
• Experience working in healthcare, life sciences, or similarly regulated industries
• Experience with global service delivery models and multi-vendor environments.
• Experience in gaining stakeholder alignment by leveraging exceptional negotiation and communication skills within a matrix organization.
• PMP, Lean Six Sigma, or similar certifications are a plus.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. We require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance.

Benefits

Our benefits are designed to help you live well, stay healthy, and feel supported, both professionally and personally. BD offers comprehensive health coverage, retirement savings plans, wellness resources, paid time off, and programs that support family and life outside of work. We take care of our people so you can bring your best to work every day.

• Career Growth
• Continuous Learning
• Compensation & Benefits
  • Medical coverage
  • Employee assistance plan
  • Retirement savings plan
  • Eligibility for BD’s Global Share Investment Program (GSIP)
  • Awards and Recognitions
  • Paid time off
  • Flexible work arrangements
  • Wellness Program
  • Graduate and Mentorship programs