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Head of Bpo Commercial Services

4 months ago

London, United Kingdom Aspen Insurance Holdings Full time

Reference: ASPUK01098

,

Permanent - Full Time

**About us**:
Since Aspen was founded in 2002, we have become a leading, diversified specialty insurance and reinsurance company. We respond thoughtfully and creatively to find the best outcomes for our clients and business partners through carefully-tailored solutions.
We believe the way we work is just as important as the work we do, and we are guided by our core values of respect, honesty, trust and professionalism.
Aspen is a great place to develop your career offering an exciting and challenging environment where achievement is rewarded.

**The role**:
The BPO lead for Aspen is responsible for ensuring the contract and commercial management of our major non-IT BPO relationships. The BPO lead will ensure, through influence and governance (“soft power”), that the Service Owners are supported, can raise issues directly with them, can gain support and are successfully executing their role.

**Key accountabilities**:
**Strategy And Planning**
- In conjunction with the Business, lead, define and execute the sourcing strategy for non-IT services, ensuring we maintain optimal partners for service delivery
- Collaborate closely with the Outsource Category Manager, within Procurement, to ensure optimal contract compliance and performance
- Support and direct Service Owners in deriving best contract value to the benefit of Aspen to minimise cost to serve, maximise cost synergies and process effectiveness
- Own the Executive “Partner” relationship with the BPO to support issue identification and resolution. Act as a point of escalation for both parties and through influence and relationships, seek resolution
- Liaise between the business and the BPO to identify and align on initiatives for the further delivery of contract value. These may support performance enhancement, efficiency delivery and further process migration
- Contribute to supplier selection and contract negotiations, supporting Procurement in ensuring supply contracts are fit for business needs

**Policy, Process and Procedures**
- Develop appropriate governance frameworks to maintain adherence to Procurement/Group/regulatory governance
- Ensure regulatory changes are effectively reflected through contract performance
- Ensure maintenance of internal standards related to process documentation and controls design

**Environmental Awareness/Customer Focus**
- Work with functions to enhance and define governance; Lead performance review meetings and ensure appropriate escalations through an effective hierarchy of reporting
- Monitor execution of the contract against Budget, reflecting accurate function charging
- Ensure, through influence and governance (“soft power”), that both Service Owners and the Supplier are supported in optimising service outcomes. Wield “soft power” and instantly bring credibility through expertise and experience both within Aspen and the BPO

**Skills & experience**:
**Knowledge And Experience**
- Knowledge and understanding of business, operations and service functions across Aspen
- Knowledge of Target Operating Model design and Sourcing Models including in-source and outsource
- Excellent awareness of best practice and industry standards, legislative and compliance environments
- Knowledge of Third Party BPO contract structures and provisions
- Knowledge of controls frameworks and controls design
- Demonstrable operational leadership of a BPO with strong understanding of Indian market, culture, and way of operations
- Experience of driving and enabling operational and process excellence diagnosing root cause of process failure

**Other**:
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