Business Process Outsourcing Manager

Rockland Trust is seeking a skilled Business Process Outsourcing Manager to streamline and manage activities associated with our banking operations service provider. The Business Process Outsourcing Manager will serve as project lead for partner onboarding, partner site implementation, executing change processes, and maintaining operational cadences. This position is new to Rockland Trust and will report into the Chief Technology and Operations Officer.

They will negotiate contracts, ensure a high quality of service and make sure processes align with the company's goals and standards.

Responsibilities:

• Develop the strategy and drive execution of the operating model, roadmap, SLA's and KPIs for Rockland Trust's staff augmentation program
• Create and execute plan to optimize our existing vendor portfolio by working with the business to define performance goals and set standard operating practices and costs; ensure standardized contracting practices are applied and maintained in partnership with Legal
• Create framework for evaluating work streams and implement seamless process to shift work to vendors
• Drive legal, financial and technological advancements of outsourced programs including implementation of vendor performance scorecards, efficient, streamlined onboarding processes, and accurate spend governance methodologies.
• Identify and evaluate potential vendors based on their capabilities, quality standards, and cost-effectiveness.
• Collaborate with internal stakeholders to understand their service needs and requirements.
• Monitor and evaluate the performance of vendors, ensuring adherence to quality and service level agreements and that they are meeting the expectations of internal stakeholders
• Conduct regular reviews of processes with internal stakeholders and recommend improvements for optimization.
• Manage and resolve any issues or disputes with vendors and internal stakeholders in a timely and effective manner.
• Stay abreast of industry trends and best practices in staff augmentation to recommend innovative solutions.
• Monitor vendor costs and performance against budget, identifying cost-saving opportunities and optimizing vendor spend.
• Prepare and present regular reports on performance to senior management.

Qualifications:

• Bachelor's degree in Business, Management, or a related field; Master's degree is a plus.
• Proven experience as a Vendor Relationship Manager or in a similar role within banking or financial services.
• Strong negotiation and contract management skills.
• Excellent communication and interpersonal abilities.
• Analytical mindset with a focus on continuous improvement.
• Knowledge of relevant laws and regulations related to staff augmentation.
• Ability to work independently and collaboratively in a dynamic environment
• Proficiency in project management tools and Microsoft Office Suite.

Our goal is to offer our colleagues the most generous benefits package possible. We strive to provide colleagues with a comprehensive benefits package and an environment that supports a healthy work-life balance. Benefits include: Competitive compensation with performance incentive awards, Health Insurance, Dental Insurance, a 401K and DC Plan for your retirement, LTD & Life Insurance, Day Care Reimbursement, Tuition Assistance for graduate and undergraduate programs, an award winning Wellness program and much more!

At Rockland Trust you'll find a respectful and inclusive environment where everyone is given the chance to succeed. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.