Job Description Summary

Job Summary: We are seeking a highly organized and detail-oriented BPO Manager to serve as the key point of contact for our Business Process Outsourcing (BPO) partner handling complaints. The ideal candidate will be responsible for overseeing the onboarding and offboarding of associates, coordinating training assignments, developing training programs, managing invoices, tracking metrics, monitoring SCARs (Supplier Corrective Action Requests), and ensuring supplier quality through regular audits and evaluation process.

Job Description

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. 

Job Summary: We are seeking a highly organized and detail-oriented BPO Manager to serve as the key point of contact for our Business Process Outsourcing (BPO) partner handling complaints. The ideal candidate will be responsible for overseeing the onboarding and offboarding of associates, coordinating training assignments, developing training programs, managing invoices, tracking metrics, monitoring SCARs (Supplier Corrective Action Requests), and ensuring supplier quality through regular audits and evaluation process.

Key Responsibilities:

• Onboarding and Offboarding: Lead the onboarding and offboarding processes for BPO staff, ensuring smooth transitions and compliance with company policies.

• Training Coordination: Develop and implement training programs for BPO staff to ensure they are well-equipped to handle complaints according to the global process.

• Invoice Management: Coordinates the processing and approval of invoices related to BPO services, ensuring accuracy and timely approvals.

• Metrics Tracking: Monitor and analyze key performance metrics to assess the effectiveness of the BPO in handling complaints and identify areas for improvement.

• SCAR Monitoring: Track and review Supplier Corrective Action Requests (SCARs) to ensure timely resolution and continuous improvement across all business units and regions.

• Supplier Quality Audits: Conduct regular audits of the BPO to ensure compliance with quality standards and identify opportunities for improvement.

• Support Key Complaint Handling Initiatives: Support GPO team in rollout of key complaint initiatives to improve compliance and efficiency.

• Ability to travel domestically and internationally as needed (approximately 10%).

Required Qualifications

• Bachelor's degree in business administration, customer service, or related field required.

• 5 years relevant experience

• Experience in leading BPO operations

• Experience leading cross-functional teams and complex projects.

• Experience in ISO13485 quality management systems

Preferred Qualifications

• Masters Degree
• Experience in a complaint-handling environment.

Skills:

• Strong organizational and project management skills with ability to prioritize tasks and meet deadlines.

• Excellent communication and interpersonal skills with ability to build strong relationships internally and externally.

• Proficiency in Microsoft Office Suite required, particularly Excel and PowerPoint.

• Strong analytical and problem-solving skills with ability to identify root causes and develop solutions.

• Attention to detail and a commitment to quality.

• Familiarity with international business practices and cultural sensitivities.

• Familiarity with BPO operations and complaint handling processes.

• Ability to work independently and collaboratively in a fast-paced environment.

• Knowledge of supplier quality management and audit processes.

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. For most roles, 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. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.  

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 health. At BD, you’ll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.  

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

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Primary Work Location

USA NJ - Franklin Lakes

Additional Locations

BRA Sao Paulo - Chacara Santo Antonio, MYS Kuala Lumpur - Damansara Heights, MYS Kuala Lumpur - Jalan Kerinchi, POL Wroclaw - Legnicka, USA AZ - Tempe Headquarters, USA CA - San Diego Bldg A&B, USA CA - San Diego TC Bldg C&D, USA GA - Covington BMD, USA IL - Vernon Hills, USA RI - Warwick, USA TX - San Antonio, USA UT - Salt Lake City, USA UT - Sandy

Work Shift

At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.

Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary or hourly rate offered to a successful candidate is based on experience, education, skills, and any step rate pay system of the actual work location, as applicable to the role or position. Salary or hourly pay ranges may vary for Field-based and Remote roles.

Salary Range Information

$165,500.00 - $273,200.00 USD Annual