OverviewThe Senior Manager, Business Process Optimization (BPO) & Shared Services leads a global team responsible for the strategy, governance, and performance of outsourced freight back office operations. This role provides senior leadership across multiple vendors and regions, ensuring the end to end execution of export/import documentation, bookings, confirmations, milestone management, tracking, and exception resolution with consistent SLA attainment, operational reliability, and service excellence. As a strategic partner across internal teams and external providers, the role reinforces governance, aligns outsourced operations with supply chain priorities, and ensures sharedservice capabilities mature in step with organizational growth and resilience.
Responsibilities
- Vendor and Partner Governance: Manages strategic relationships with BPO partners and service providers, ensuring alignment with contractual obligations and performance expectations. Conduct regular business reviews, performance assessments, and improvement planning with vendors. Strengthen governance frameworks to ensure transparency, compliance, and operational discipline.
- Continuous Improvement: Prioritize processes and identify redundancies in processes that can remove waste and reduce costs. Lead Kaizen events; map processes (SIPOC, value stream), remove waste, standardize handoffs. Partner with Automation & AI Analyst/RPA (if available) to target high volume, rule based activities.
- Core Task and SLA & Throughout Management Oversees and define daily production plans, queue priorities, and staffing rosters across BPO teams. Manages and monitors cycle times for bookings, HAWB/MAWB creation, arrival notices, pre alerts, and milestone updates. (all agreed outsourced functions and tasks) with all BPO teams. Run daily stand ups; publish EOD performance dashboards.
- Process Governance Manages a close alignment with both Global Compliance Teams and Global Quality Teams to ensure they are on target. Implement standard input templates (e.g., carrier booking forms, shipper instructions) to reduce rework. Ensure data integrity in TMS/ERP (e.g., Cargowise) Keeps up to date with global compliance ensuring the teams are aware of compliance changes. Tracks whether operational teams are meeting global standards and regulatory requirements. Identifies gaps early and drives corrective actions. Ensures audits, KPIs, and quality metrics stay on target.
- Exception & Escalation Handling: Manage internal & external Customer escalations with BPO teams, support internal escalations impacting service delivery, demurrage/detention risks. Etc. Operate tiered escalation paths with carriers, brokers, and origin/destination operations.
- Leadership and Team Management:Lead, mentor, and develop a global team responsible for outsourced freight back office operations.Set performance expectations, build capability, and foster a culture of accountability, continuous improvement, and operational excellence.Ensure effective resource planning and talent development to support evolving business needs.
- Performs other duties as assigned
- Complies with all policies and standards
Qualifications
EducationBachelor's Degree in supply chain management, business administration, logistics, or a related field (required) Master's Degree with vendor governance and enterprise-level process ownership (preferred)
Experience 10+ years years of work experience in process improvement, operations, or a related function (required) 5+ years in a leadership or people-management role (required) and 2+ years work experience in global operations (required)
Knowledge, Skills, and Abilities Strong background in SLA governance, performance management, and vendor relationship management High Strong work experience with end-to-end process improvement High Must have strong leadership and communication skills High Specialize systems knowledge such as Cargowise Medium Knowledge of global compliance and regulations Medium Microsoft Office Medium Power BI Medium Ability to translate complex processes into clear, simple language Medium
