M&A Analyst/Associate involved in renewable energy transactions throughout Europe. Responsibilities include financial modeling, due diligence, and direct client collaboration.
About the role
- Manage BPO vendor operations for FedEx. Deliver exceptional service through coaching and performance management.
Responsibilities
- We are seeking a Customer Financial Services to manage and oversee our BPO vendor operations on-site.
- Acting as the critical bridge between FedEx and the vendor, you will provide coaching and guidance to the vendor’s team, ensuring they deliver exceptional service aligned with our company standards.
- You’ll also drive performance, resolve operational challenges, and foster a culture of collaboration and continuous improvement.
- Vendor Performance Management: Ensure the BPO vendor consistently meets or exceeds performance metrics (e.g., quality, productivity, customer satisfaction, compliance) within the first 90 days.
- Regularly review and analyze performance reports to identify trends and opportunities for improvement.
- Team Development & Coaching: Provide on-site coaching and guidance to the vendor’s team, ensuring all team members meet established performance and quality standards.
- Deliver at least two structured training or feedback sessions per month to address skill gaps and foster continuous improvement.
- Stakeholder Collaboration: Act as the primary liaison between the vendor and internal teams, ensuring alignment on goals and priorities within the first month.
- Facilitate bi-weekly meetings with internal stakeholders and vendor leadership to discuss performance, challenges, and strategic initiatives.
- Process Improvement: Identify and implement at least two process improvements within the first six months to enhance operational efficiency or customer experience.
- Collaborate with the vendor to standardize workflows and ensure adherence to best practices.
- Customer Experience Optimization: Drive initiatives to improve customer financial services satisfaction, ensuring at least a 10% improvement in key customer satisfaction metrics within the first six months.
- Work closely with the vendor team to address customer pain points and reduce escalations.
- Compliance and Reporting: Ensure vendor adherence to FedEx policies, procedures, and regulatory requirements, with zero compliance breaches during the probationary period. Deliver detailed monthly performance reports and insights to senior leadership, highlighting successes and areas for improvement.
- Cultural and Relationship Building: Foster a collaborative and positive culture between FedEx and the BPO vendor by establishing clear communication channels and trust within the first 30 days. Host at least one team-building or cross-functional activity per quarter to strengthen partnerships and alignment.
Requirements
- 8 to 10 years of experience in a people management role and/or BPO management equivalent role.
- Strong leadership and coaching skills, with a proven ability to mentor and develop teams.
- Exceptional communication and interpersonal skills to manage relationships with diverse stakeholders.
- Solid understanding of key performance metrics and operational reporting.
- Ability to handle conflict resolution and problem-solving in a fast-paced environment.
Benefits
- Career Mobility and Development: When you join FedEx, you’re joining a team with possibilities that literally span the world—from opportunities for advancement and location transfer, to training and leadership programs.
- Total Compensation and Benefits Package: We want to keep our employees for a long time, so we offer competitive benefits, opportunities for flexible work arrangements, and programs to support well-being.
- Equal Opportunities: Our greatest asset at FedEx is our people. We are committed to building a diverse, equitable and inclusive workforce, and offer equal opportunities, fairness and respect to all regardless of who you are.
Job title
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