Service Operations Manager

L'Oréal; Pasig; Vor Ort; PHP 1.800.000 - 2.400.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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).

Aufgaben

• 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.

Kenntnisse

Vendor management

Service delivery

Stakeholder management

Communication skills

Data analysis

Negotiation

Problem solving

Ausbildung

Bachelor's degree

Tools

SAP

OMS

Jobbeschreibung

Who is L’Oréal?

L'Oréal is the world's largest and most profitable beauty company. Present in over 150 countries, L'Oréal has catered to all forms of beauty in the world for over 100 years and has built an unrivalled portfolio of more than 36 international, diverse and complementary brands including L'Oréal Paris, Garnier, Maybelline New York, Nyx Professional Makeup, IT Cosmetics, Lancôme, Kiehl's, Urban Decay, Shu Uemura, Giorgio Armani, Yves Saint Laurent Beauté, Ralph Lauren, Diesel, Biotherm, Clarisonic, Kérastase, L'Oréal Professionnel, Matrix, Vichy, and La Roche-Posay.

For more than a century, L’Oréal has devoted itself solely to one business: beauty. The group's mission is to provide the best in cosmetics innovation to women and men around the world with respect for their diversity. We want to bring beauty to all people. Our ambition for the coming years is to win over another one billion consumers around the world by creating the cosmetic products that meet the infinite diversity of their beauty needs and desires.

Our business is energetic and vibrant, underpinned by strong ethical principles and our belief that financial performance and responsible business go hand-in-hand. We are driven each day by our six founding values - Passion, Innovation, Entrepreneurial Spirit, Open-mindedness, Quest for Excellence and Responsibility.

The distance between beauty and tech is closing rapidly, and we are determined to be pioneers in this new beauty tech world. New digital technologies and services are making the world of beauty move faster than ever before. Data and artificial intelligence are opening new horizons for personalization and customization. By incorporating digital into everything that we do, we are creating a better relationship with our consumers.

When beauty and tech collide, the impossible can happen! In our journey, we are looking for talented individuals who can lead us on this mission. Would you like to be a part of the adventure?

Why join us?

Being the world's #1 beauty company, L'Oréal empowers its people who are ready to take bets, think out of the box, defend their convictions, be resilient and leave their own mark. They are offered numerous opportunities, fast track careers and early responsibilities. L'Oréal has ambitious goals and is striving for excellence. This permanent learning experience helps you stretch your potential.

We define success as making a positive, conscious impact. At L'Oréal, you will be encouraged to think and act beyond your job. We push boundaries and move fast globally to stay ahead of the game. Your job will be your own innovation playground. We encourage different points of view. What sets you apart is what makes you great. You will always have the space to question, express, agree and disagree. We unleash everyone's potential. Here, learning opportunities are endless. You will build your own unique path. We believe in the impact of great mentors. You will be inspired by people you won't ever want to forget.

What will you do?

We are seeking a BPO (Business Process Outsourcing) Vendor Service Delivery Manager to oversee the successful delivery of services provided by our BPO vendor. The Service Delivery Manager will be responsible for managing the relationship with our BPO vendor, ensuring service level agreements (SLAs) are met, and driving continuous improvement initiatives. This role requires strong leadership, excellent communication skills, and a deep understanding of both L’Oreal & BPO operations.

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’Oreal 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.

Requirements

• Bachelor's degree in Business Administration, Management, Engineering or a related field.
• More than 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).

L’Oréal Competencies

• Innovator
• Strategist
• People Developer
• Integrator
• Entrepreneur

L’Oréal is committed to building a diverse environment and is proud to be an equal opportunity employer. L’Oréal closely prohibits discrimination against any employee or applicant for employment because of the individual’s race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability or any other characteristic protected by law.