The Business Processing Outsourcing Manager for the Shared Services teams will manage vendor relationship(s), define, design, measure, analyse and continually improve the people, process and technology capabilities across our shared services teams benefiting our overall business performance to enable a high quality customer experience.
Who we are We’re people who love technology, but know hoteliers don’t always have the same passion. What overwhelms them is what drives us to make it that much simpler and more compelling to use.
Ever booked hotel accommodation on , Expedia or TripAdvisor? Booked a hotel directly on their website, found a hotel on Google, or paid for your stay online.
Chances are, you’ve used SiteMinder. Our purpose is to open up every hotel to online commerce. We help hotels and accommodation providers of all shapes and sizes to sell, market, manage and grow their business.
We are the world’s leading open hotel commerce platform supporting 32,000 hotels in 150 countries to generate more than 100 million reservations on our platform each year.
We believe in an open platform - and have 1350+ partners, and provide our solutions in 8 languages. SiteMinder’s technology means business without boundaries for accommodation providers of all types and sizes.
People who are successful in this role :
Effective communication to team on organisation updates / changes
Managing vendor relationships & contractual / commercial constructs
Informing and guiding org on local cultural and legal requirements
Checking all Audit requirements and maintain records
Taking care of Rewards & Recognition
Forecasting & Staffing inputs (as needed)Roster management / transformation approvals
Participating in the conference calls and updating the weekly status sheet / MIS reflecting the process performance
Error trend analysis & SLA (as needed)Share inputs to Risk Log
Incentive Data Preparation & Benefits Data Review
Functional relevant experience in delivering, leading and managing change, standardisation and transformation projects
Must demonstrate strong analytical, problem solving, communication and creative thinking skills with an ability to challenge the status quo and day to day ways of working
Experience in team management and stakeholder management with a proven track record in managing high performing teams on a global basis both directly and indirectly
Ability to work both independently and within a team
Capacity to connect and influence individuals and teams, with a proven ability to negotiate with senior stakeholders
Willingness to learn, thrives on change and transformation and enjoys making things happen through continuous improvement
Establish ways of working and team culture that drives high performance and promotes wellness. Inclusion and collaboration
Experience and exposure within the SaaS, Hotel & Tech industry would be an added advantage
This job is all about :
Works with the Performance / Tools / Governance team to understand the governance around working with BPO supplier to manage contract, performance
Interprets the governance framework and standards into day-to-day escalation management and issue resolution processes and recommends any changes to the governance framework as appropriate
Uses subject matter expertise to resolve all issues
Identifies appropriate chain of command at supplier to resolve site escalations and partners with BPO supplier as needed to resolve issues
Drive a culture of continuous improvement and embedded quality practises across customer teams
Establishing guidelines, goals and measures to track effectiveness, establish baselines and controls to maintain performance
Identify opportunities to improve and work with key stakeholders across the business to deliver continuous improvement
Enable offshore scaling through establishing improvement, quality and training plans to address gaps
Collaborate with Training leads to design and develop training content and delivery methodology to enhance end user experience
Why join SiteMinder HQ? Every day, you’ll have new problems to solve - and meet new people to learn from. Our executive team and global functions are based in Sydney, so you’ll benefit from access to leaders and collaboration with people from all walks of the business.
We continue to grow rapidly and we’re committed to supporting the learning you need as you grow with us.