BPO Vendor Service Delivery Lead

L'Oréal; Pasig; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

L’Oréal is seeking a BPO Vendor Service Delivery Manager to oversee the delivery of services provided by our BPO vendor and to ensure SLAs are met while driving continuous improvement. You will manage the vendor relationship and coordinate with internal stakeholders across Country Operations, IT, and Finance.

Based in Pasig, Philippines, this role requires strong leadership, excellent communication, and deep knowledge of D2C supply chain operations and BPO best practices.

Qualifications

• Bachelor's degree in Business Administration, Management, Engineering or a related field.
• 5+ years direct relevant experience in Supply Chain functions within FMCG industry.
• Proven experience in managing BPO vendor relationships and service delivery.
• Strong knowledge of D2C supply chain operations and best practices, especially on reconciliation activities i.e. payment, stocks and sales.
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships with stakeholders at all levels.
• Strong analytical and problem-solving abilities.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• Results-oriented mindset with a focus on continuous improvement.
• Strong negotiation and conflict resolution skills.
• Familiarity with relevant software applications and systems (e.g., SAP, OMS).

Responsibilities

• Manage the relationship with our BPO vendor, serving as the primary point of contact for all service-related matters.
• Collaborate with internal stakeholders to define and document service requirements, ensuring alignment with business objectives.
• Ensure that vendor performance meets or exceeds agreed-upon SLAs and Key Performance Indicators (KPIs).
• Conduct regular performance reviews with vendors, providing feedback and guidance to drive improvements.
• Co-create & review Standard Operating Procedure (SOP) documents to ensure it is up to date & accurate
• Lead regular meetings with internal stakeholders i.e. Country Operations to review performance, address issues, and drive continuous improvement initiatives.
• Manage escalations and resolve any service-related issues in a timely and effective manner.
• Be the Single Point of Contact between BPO vendor and L’Oréal Internal stakeholders (e.g. Country Operations, Zone I.T, Finance) to ensure seamless business processes.
• Develop and maintain strong relationships with key stakeholders, both internal and external.
• Review data privacy and protection governance on regular basis.

Skills

Vendor management

Service delivery

Stakeholder management

Communication skills

Data analysis

Negotiation

Problem solving

Education

Bachelor's degree

Tools

SAP

OMS

Job description

L’Oréal is seeking a BPO Vendor Service Delivery Manager to oversee the delivery of services provided by our BPO vendor and to ensure SLAs are met while driving continuous improvement. You will manage the vendor relationship and coordinate with internal stakeholders across Country Operations, IT, and Finance.

Based in Pasig, Philippines, this role requires strong leadership, excellent communication, and deep knowledge of D2C supply chain operations and BPO best practices.