Senior Director, Global Business Services BPO Governanc

Senior Director, BPO Governance

BD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it's no small feat. It takes the imagination and passion of all of usfrom design and engineering to the manufacturing and marketing of our billions of MedTech products per yearto look at the impossible and find transformative solutions that turn dreams into possibilities.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you'll be supported to learn, grow and become your best self. Become a maker of possible with us.

The Global Business Services (GBS) team helps drive BD forward by seeking out and implementing innovative ways to operate effectively and efficiently. We are seeking a dynamic and innovative Senior Director, BPO Governance. Reporting to the VP, GBS Excellence, in this pivotal role, the successful candidate will be responsible for shaping and managing BD's global Business Process Outsourcing (BPO) strategy. This role will ensure that BD's BPO partnerships deliver operational excellence, cost efficiency, improved customer experience and transformative value across our enterprise functions. The ideal candidate will bring deep expertise in GBS contract management, process governance, and transformation leadership, with a strong ability to influence across a matrixed, global organization.

Responsibilities :

• Establish and lead governance forums with BPO partners and internal stakeholders to monitor performance, resolve issues, and drive accountability.
• Implement standardized reporting and dashboards to track SLAs, KPIs, and continuous improvement initiatives.
• Conduct regular operational reviews and ensure alignment with BD's quality and compliance standards.
• Capture stakeholder feedback on BPO performance issues to ensure each is addressed with first time quality and speed.
• Lead the development and validation of business cases for BPO initiatives across Finance, HR, Procurement, and other GBS functions.
• Partner with Finance and business stakeholders to model cost savings, service improvements, and strategic benefits.
• Track and report on value realization and alignment with BD's enterprise goals.
• Partner with Procurement in the lifecycle of BPO contracts, including negotiation, execution, performance management, and renewal.
• Collaborate with Legal, Procurement, and Risk functions to manage vendor relationships and mitigate exposure.
• Collaborate with stakeholders to ensure contract terms are honored in change orders and implications to the business case are explored and adjudicated with appropriate decision makers.
• Lead the BPO engagement in agreed multi-year transformation roadmap for outsourced services, aligned with BD's digital and operational strategies.
• Ensure strong governance for innovation through automation, AI, and process optimization in partnership with BPO providers connecting with Global Process Owners and IT organization.
• Champion change management and stakeholder engagement across BD's global footprint.
• Lead governance of process changes impacting outsourced operations, ensuring alignment with BD's internal controls and regulatory requirements.
• Facilitate cross-functional decision-making and change approval processes.
• Maintain documentation and audit trails for all process changes.
• Ensure outsourced operations comply with internal policies, regulatory standards, and data privacy requirements.
• Conduct audits and assessments to identify and mitigate risks.
• Create and regularly update business continuity and disaster recovery plans for outsourced operations to ensure minimal disruption during crises.
• Identify potential risks to service delivery (e.g., geopolitical, cyber, natural disasters) and implement mitigation strategies with BPO partners.

Qualifications :

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. We require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance.

Why Join BD?

BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. We are committed to fostering a culture of innovation, inclusion, and continuous improvement. Join us to make a meaningful impact on global health while growing your career in a purpose-driven organization.