Associate Director - BPO Partner Management & Service Delivery

We are the people who give possibilities purpose 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 us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

Job Description

Position Summary: We are the makers of possible 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 us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to 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 Assc Director, BPO Partner Leader, BPO Governance. Reporting to the Director BPO Partnering & Capability, GBS Excellence, in this pivotal role, the successful candidate will be responsible for shaping and managing BD’s global Business Process Outsourcing (BPO) delivery and transformation excellence. This role will be the consultative liaison between GBS Service line owners and BPO operations, delivering operational excellence, cost efficiency, improved customer experience and transformative value across our enterprise functions. The ideal candidate will bring deep expertise in GBS operations, Global Delivery models, Lean & Six Sigma methodologies, contract management, process governance, and transformation leadership, with a strong ability to influence across a matrixed, global organization. Portfolio Scope: GBS Operations across Quote to Cash, Hire to Retire, Source to Pay, MDM, Analytics, RTR, BP&A and Technical Services Geographic Coverage: North America, EMEA, APAC, LATAM Functional Domains: Finance & Accounting, Human Resources, Procurement, Customer Operations, Digital Transformation, and other GBS Functions Vendor Ecosystem: Strategic BPO partners across Tier 1 and Tier 2 markets Service Locations: Global Hub and Regional delivery centers Key Responsibilities: Operational Governance & Process Excellence Driving BD/BPO Governance forums with BPO partners and internal stakeholders to monitor performance, resolve issues, and drive accountability. Leading Operations Rigor. Issue management and process excellence, partner with GBS Excellence and Capabilities team to drive best practice for the tower 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. Business Case Ownership Tracking and managing the Tower BPO business case across run, changes and transformation programs. Owning and driving Business case risk management with the GSO through regular reporting and visibility Partnering with BPO Mgmt Commercial team and Finance to identify opportunities and risks while recommending mitigation strategies Partner with Finance and /GSO business stakeholders to model cost savings, service improvements, and strategic benefits. Track and report on value realization and alignment with BD’s enterprise goals. Contract Management Partner with BPO Mgmt Contract team and the GSO to manage BPO contracts, supporting negotiations, contract training, analysis and changes across the lifecycle 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 CI & Transformation Roadmap Liaison and drive agreed multi-year transformation roadmap for outsourced services, aligned with BD’s digital and operational strategies. Call out risks and mitigations with services providers and TGS 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 partnering with GSO across Transformation and CI Working with GBS CI and Reporting leaders for performance analysis to unearth, track and recommend CI opportunities Process Change Governance 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. Risk, Compliance and Business Continuity Ensure outsourced operations comply with internal policies, regulatory standards, and data privacy requirements. 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: - Bachelor’s degree in Business, Operations, Finance, or related field; MBA or equivalent preferred. - 12+ years of experience in BPO governance, shared services, or outsourcing strategy, with at least 5 years in a senior leadership role. - Proven experience managing large-scale outsourcing contracts and transformation programs in a global, regulated environment. - Strong understanding of operational excellence, process improvement methodologies (e.g., Lean, Six Sigma), and digital enablers. Preferred Skills: Experience working in healthcare, life sciences, Medical devices or similarly regulated industries - Experience with global service delivery models and multi-vendor environments. Experience working in Services and Operations with direct ownership for Metrics, CI and improvements Experience in gaining stakeholder alignment by leveraging exceptional negotiation and communication skills within a matrix organization.PMP, Lean Six Sigma, or similar certifications are a plus. Why Join Us? To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive. We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success. To learn more about BD visit https://bd.com/careers. Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics. Required Skills Optional Skills . Primary Work Location IND Gurgaon - Genpact Noida Additional Locations IND Bengaluru - Technology Campus Work Shift Apply To This Job