BPO Vendor Manager

1 day ago

Markham, Canada Enercare Inc. Full time

Enercare Inc. is one of Canada’s largest home and commercial services companies, providing leading products and services in heating, cooling, plumbing, electrical, water heating and water purification. Our purpose is to provide energy-efficient products and services to our customers, so together we can take action for a greener tomorrow, starting in our homes and buildings.


We are a company that believes strongly in the health, safety and wellness of our people. Enercare is a place where careers are made. We take pride in caring for and continually striving to make a positive impact in the communities we operate in. In our values and our ambitions, we embrace change, and support our team members along the way.


Nationally, Enercare Inc. operates under several brands including Enercare, Service Experts, HydroSolution, Pioneer Plumbing & Heating, and Syles Mechanical Services, servicing Canadians in Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. We are united through our joint commitment to excellent customer service to the Canadians we service every day, and our mission to contribute to a resilient, sustainable future. Enercare Inc. Is wholly owned by Brookfield Infrastructure Partners LP (“Brookfield”), a global leader in the management of alternative assets across real estate, infrastructure, renewable power, and private equity.


Summary:


The BPO Vendor Manager will be responsible for overseeing and managing the performance of a Business Process Outsourcing (BPO) vendor that specializes in data cleansing of customer information records and developing and enforcing data governance policies. The role involves ensuring high-quality service delivery, compliance with contractual obligations, and the implementation of robust data governance practices. The BPO Vendor Manager will act as the primary point of contact between the company and the vendor, facilitating effective communication and collaboration.


Responsibilities:

  • Partnership with the channels to understand drivers of customer issues that are arising with channel.
  • Ability to take root causes and prioritize what needs to be addressed from a data perspective based on clear impacts to customer, productivity or financials.
  • Build and develop data governance rules with partnerships across the business on measuring compliance and effectiveness once rules are implemented.
  • Strong grasp on change management and data structure.
  • Oversee the day-to-day operations of the BPO vendor, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
  • Conduct regular performance reviews and provide feedback to the vendor to drive continuous improvement.
  • Handle escalations and resolve any issues related to vendor performance or service delivery.
  • Ensure the accuracy, completeness, and consistency of customer information records through regular audits and quality checks.
  • Implement and monitor data cleansing processes to identify and rectify data anomalies, duplications, and inaccuracies.
  • Collaborate with internal stakeholders to define data quality standards and metrics.
  • Develop, implement, and enforce data governance policies and procedures to ensure the proper management and use of customer data.
  • Work with the vendor to ensure compliance with data governance standards and best practices.
  • Promote a culture of data stewardship and accountability within the organization and the vendor.
  • Identify opportunities for process enhancements to improve the efficiency and effectiveness of data cleansing and governance activities.
  • Work with the vendor to implement best practices and innovative solutions.
  • Monitor industry trends and incorporate relevant developments into the BPO vendor’s processes.
  • Develop and maintain regular reporting on vendor performance, including metrics on data quality, process efficiency, and compliance with data governance policies.
  • Analyze performance data to identify trends, root causes of issues, and areas for improvement.
  • Present findings and recommendations to senior management.
  • Ensure vendor compliance with regulatory requirements, company policies, and industry standards.
  • Conduct regular risk assessments and implement mitigation strategies to address potential risks associated with outsourced data processes.
  • Maintain documentation and records of vendor performance, compliance activities, and data governance policies.
  • Foster a strong working relationship with the BPO vendor, promoting open communication and a collaborative approach.
  • Negotiate contract terms, renewals, and amendments with the vendor as needed.
  • Serve as the primary point of contact for vendor-related inquiries and issues.


Qualifications:

  • Bachelor’s degree in Business Administration, Information Management, or a related field.
  • 3+ years of experience in vendor management, preferably in a BPO environment
  • 3+ years in managing operational teams within a customer experience environment
  • 3-5 years experience in building, leading and managing implementing data quality and data governance processes with thorough knowledge of data and hierarchy builds.
  • Strong understanding of data quality principles, data governance frameworks, and regulatory requirement across multiple platforms.
  • Excellent analytical, problem-solving, and decision-making skills.
  • Exceptional communication and interpersonal skills, with the ability to build and maintain effective relationships with vendors and internal stakeholders.
  • Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
  • Proficiency in using data management tools and software, such as Microsoft Excel, SQL, and data governance tools.
  • Must be able to travel internationally for an extended period of time


Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

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