Kerja Sepenuh Masa, BPO Vendor Relationship Manager di Liberty In Asia Pacific Federal Territory - Maukerja

Are you a highly motivated individual looking to join a prestigious, global insurance firm?

Do you have experience in Business Process Outsourcing, love working in a dynamic environment and are ready to drive business improvement? Would you enjoy a role with a clear career progression path, in a growing team that fosters a fantastic culture with great benefits?

Find out what it takes to be part of a global Fortune 100 company that exists to help people embrace today and confidently pursue tomorrow.

• Global company
• Team-work culture
• Competitive salary and benefits
• Career development opportunities

Our Company

At Liberty, we take a long-term view, and part of that is building real relationships, both internally, with colleagues, and externally, with our clients and brokers.

Our people have the opportunity to have real impact; we want to grow people’s career, recognize their potential, celebrate what makes them different and give them the knowledge & environment

to succeed.

Liberty’s leadership team & management has the stability, experience & foresight to steer us through the ups & downs of the financial cycle, while empowering our teams to focus on market relevance & delivering quality customer service.

Other benefits include:

Wellness & Inclusion – our employees are what make us outstanding & we celebrate diversity. We offer a range of tools to support employee well-being & diversity, inclusion & equity, such as well-being trainings, EAP guidance, fresh fruits + much more.

Career Development – induction program, robust technical & non-technical training + much more.

Community & Environment - our nominated charities align themselves with the Liberty philosophy of helping people live safer, more secure lives and all Liberty employees are actively encouraged to get involved in giving back to community. Whether that be taking part in company organized volunteering opportunities or using your extra 1 paid day per annum service leave dedicated to giving back to the community

About this exciting opportunity:

Based in Kuala Lumpur, this role is responsible for managing our outsourced BPO relationships in relation to APAC Operations. Working closely with business owners this role provides oversight and governance of Third Party BPO Vendors to ensure Vendors meet business requirements and SLA’s set.

Some of the key responsibilities include:

• Build and maintain strong working relationships, utilising effective communication, with colleagues, Vendors, Functional Owners and GRS support teams, such as Risk and Procurement.
• Act as the primary relationship manager, responsible for developing and implementing strategic standards and procedures to ensure relationship effectiveness.
• Acts as a single escalation point for Vendor related issues including development of tracking of performance and corrective actions to ensure improved customer satisfaction and service delivery.
• Provide oversight and governance of SLA delivery for Outsourced relationships in the APAC Operations space.
• Ensure robust reporting and governance is in place of services delivered to APAC Operations from Vendors.
• Manage key risks in relation to outsourcing, in particular ensuring adherence to regional regulations in alignment with local stakeholder.
• Oversee/lead transitions of new work into the outsourced partner working closely with Transition Managers, Functional Owners and Vendors.
• Where required, support APAC Operations in discovery of new opportunities for work to be Outsourced using BPO knowledge and leveraging Vendor capability showcases.
• Provide BPO guidance and knowledge sharing with the business, including bringing the BPO’s Digital capabilities and industry knowledge to the room where required.
• Ensure BPO costs are in line with contractual terms via invoice review and approvals (eg. Territory allocations, FTE number / levels and rates).Ensure contract documentation gets completed as required in combination with GRS Procurement (eg. SOWs and Change Orders).
• Ensure BPO SOW obligations are delivered upon (eg. Productivity commitments or Service Credits).
• Take responsibility for own personal development and behaviours, maintaining and improving knowledge and skills.Comply with internal management reporting requirements.
• Contribute to the GRS BPO playbook (e.g. policy and procedures for onboarding & offboarding, monitoring, controls, escalation process, meeting governance).BCP management and coordination with the vendor in the event there are outages given APAC hours are ahead of other time zones.

About you:

• Deep knowledge of the BPO / Outsourcing Industry operation – particularly Indian based BPOs.
• Tertiary qualifications in accounting, business, finance, insurance or technology desirable.
• Possess advanced communication skills and excellent relationship building skills.
• Strong stakeholder management skills with ability to influence and negotiate.
• Ability to promote and adapt to change.
• High level of attention to detail with accuracy and numeracy skills.
• Ability to work independently with minimal guidance.
• Analytical and problem-solving skills.
• Knowledge of the insurance industry and BPO Vendor Management best practices experience.
• Knowledge of regulatory requirements in APAC.
• Able to work flexible hours to accommodate multiple time zones across APAC and in a hybrid environment.
• Able to travel across APAC region as and when required.
• Demonstrates professional maturity in line with the Liberty Mutual's Values.

What's Next?

If you believe you can make a positive contribution to our team and want to be part of Liberty's exciting future, we would love to hear from you. Please include an updated resume, and we will take it from there. Apply now!

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