BPO/BPMN Process Consultant

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Please find the requirement below. If you find yourself comfortable with the requirement, please reply back with your updated resume or call me back at

Position :: BPO/BPMN Process Consultant

Location :: 100% Remote

Duration :: 6-12 Month Contract to Hire Permanent.

Job Description:

: BPO Lifecycle Process Lead Role Summary The BPO Lifecycle Process Lead owns the end-to-end lifecycle of Business Process Outsourcing engagements - from intake and evaluation through contracting, onboarding, steady-state operations, performance management, continuous improvement, and offboarding. This role defines and enforces standard process frameworks, creates governance controls, designs operational workflows, and partners with business and technology stakeholders to ensure consistent, compliant, high-quality vendor delivery.

This individual acts as the connective tissue between procurement, legal, vendor management, operations, security, technology, and finance to ensure all outsourced work is delivered reliably, measured accurately, and evolved continuously.

Key Responsibilities

Design, document, and maintain the end-to-end BPO lifecycle (intake sourcing contracting onboarding steady-state ops quality review performance management renewal/decommission).

Create and maintain standard operating procedures, playbooks, templates, and decision trees.

Develop and enforce technical quality score (TQS) frameworks and performance rubrics.

Partner with security, privacy, and compliance to validate PHI/PII controls, auditability, and access governance.

Collaborate with IT to define technical onboarding, network connectivity, access provisioning, and telemetry requirements.

Build and maintain vendor scorecards, service dashboards, and SLA monitoring standards.

Establish change control processes for metrics, scope, and operational updates.

Drive alignment across cross-functional teams: operations, legal, procurement, technology, service management, and vendor management office (VMO).

Facilitate root-cause analysis sessions and continuous improvement cycles.

Lead process standardization, rationalization, and automation opportunities.

Maintain documentation repositories for vendor knowledge, training, and compliance artifacts.

Support audits (CMS, HIPAA, SOC, internal IT risk).

Analyze vendor performance trends to recommend optimizations, remediation, and scaling decisions.

Guide offboarding and decommissioning steps including data disposition, access removal, knowledge transfer, and service continuity.

Services are onboarded with repeatable, zero-surprises processes.

BPO queues follow consistent taxonomies, dispositions, and reporting definitions.

Metrics don't mutate across vendors ( which is currently everyone's favorite chaos).

Scorecards and dashboards align across programs.

Vendor escalations get resolved with real root causes, not finger-pointing.

Audit findings go down - not up.

Required Skills & Experience

Process Architecture & Mapping

Demonstrated understanding of BPO Life Cycle

BPMN, workflow modeling, RACI, SIPOC

Swim lanes, handoff optimization

Working knowledge of Lucid chart (or related tools)

Vendor Performance Management

SLA frameworks

KPI definition & normalization

Capacity/volume modeling

Data Literacy

Can define metric formulas

Understands data lineage, joins, completeness checks

Comfortable with dashboards, scorecards, BI concepts

Change Management

Formal change control

Communication planning

Impact assessment

Governance Frameworks

Standardization

Auditing

Control documentation

Risk remediation

Documentation Excellence

Playbooks

Procedure guides

Intake forms

Scoring rubrics

Technology Awareness

Telephony concepts (queues, dispositions, AHT, AUX states, ACW)

Ticketing/case systems (ServiceNow, Salesforce)

SFTP/API data exchange basics

Identity access concepts (joiner/mover/leaver)

Regulatory/Compliance Familiarity

HIPAA

PHI/PII handling

Access governance

SOC2 artifacts

Root Cause Analysis

Fishbone/Ishikawa

5-Whys

Trend analysis

Control gap identification

Facilitation & Conflict Resolution

Vendor vs internal friction mediation

Requirements negotiation

Preferred Experience

Experience in healthcare BPO (clinical ops, claims, UM/CM, call routing)

Background in service management (ITIL helpful)

Audit/Risk experience

Lean Six Sigma familiarity (Green Belt+ preferred)

Exposure to WFM (adherence, shrinkage, occupancy)

Thanks & Regards

Vinay Kumar

Senior Technical Recruiter

VISION INFOTECH INC

Phone:
Email:
368 Main Street, st #3, Melrose MA 02176

E-Verified Company