The Manager, Business Process Outsourcing will manage outsourcing relationships and performance across multiple Argo business teams, ensuring operational excellence and adherence to Service Level Agreements. In this role, you will partner with internal Argo business stakeholders including Argo’s Claims department and various Underwriting businesses to align offshore Business Process Outsourcing operations to the business needs. The successful applicant will excel at written and verbal communication, fostering collaboration, and focusing on results.

DUTIES AND RESPONSIBILITIES:

Process Ownership

• Lead the day-to-day and strategic outsourcing of operations for Argo Claims, Surety, and other business segments as necessary.
• Actively monitor and measure operational metrics to identify trends, measure SLAs, and summarize offshore performance.
• Ensure adherence to internal governance and best practices for outsourcing documentation and controls, supporting multiple functions within BPO.
• Identify efficiency opportunities through analysis of exception, quality, and feedback data.
• Lead, document, and demonstrate governance controls through Service Descriptions and Standard Operating Procedures.
• Lead projects impacting processes handled by outsourcing partners as needed.
• As part of the Business Process Outsourcing leadership team, determine strategic direction and engagement with offshore vendors.

Engagement with Stakeholders

• Cultivate a partnership and positive working relationship as a ‘trusted advisor’ with Argo business units and corporate functions across the organization.
• Serve as the primary point of contact for high sensitivity requests and issue escalations.
• Communicate performance and initiative updates regularly and effectively to internal Argo leadership and stakeholders.
• Effectively communicate across multiple levels of Argo management, vendor contacts, and all key stakeholders within relevant support areas.
• Share successes, escalate issues, and recommend changes through fact-based analysis and influential communication with BU leaders and vendors.

Results

• Utilize operational, quality, and financial data to analyze and understand results and identify process improvements and strategic opportunities for outsourcing and/or automation.
• Lead regular performance review calls with business stakeholders.
• Stay informed of potential impacts to service and offshore marketplace changes and recommend adjustments as necessary.
• Manage vendor expenses through effort tracking and staffing requirements.
• Drive the deployment of new technologies, processes, and methodologies to continually improve the delivery of outsourced services to the organization to drive efficiency, reduce costs, and mitigate risks.
• Other duties as assigned.

QUALIFICATIONS

• Minimum 4 years' experience managing business process outsourcing vendors.
• Bachelor’s degree required.
• Experience in the commercial property and casualty industry is strongly preferred.
• Excellent analytical skills, with extensive experience interpreting and presenting performance data.
• Experience evaluating performance and managing a vendor partner to contracted SLAs.
• Experience communicating performance, value, and efficiency metrics to multiple business stakeholders.
• Excellent written and verbal communication skills.
• Experience supporting multiple internal customers.
• Strong problem-solving and analytical skills.
• Strong organizational skills with the ability to balance and prioritize competing demands.
• Team spirit, enthusiasm, and ability to cooperate with others to accomplish goals.
• Ability to travel.

PLEASE NOTE: At this time, Argo Group will not sponsor an applicant for employment authorization for this position.

If you have a disability under the Americans with Disabilities Act or a similar law and you wish to discuss potential accommodations related to applying for employment at Argo Group, please contact our Benefits Department at 210-321-8400. 

To all recruitment agencies: Unless you have been requested to work on this position, or other positions with Argo Group, please do not forward any resumes to Argo Group employees. Argo Group is not responsible for any fees related to unsolicited resumes.