• Manage performance of the assigned BPO partner. • Deliver management reporting on results, risks, opportunities, and trends, plus ad hoc reports. • Drive process improvements across on‑shore and off‑shore teams. • Lead cross‑functional projects to achieve high‑impact outcomes. • Handle B2B collections, resolving payment issues with customers. • Lead department operations and manage employees, supervisors, and support staff. • Help develop policies and procedures to meet departmental goals. • Ensure teams operate effectively within established guidelines. • Make short‑term decisions impacting processes, outcomes, and customer relationships. • Engage with peers, customers, suppliers, and occasionally senior leaders. • Resolve operational, strategic, and cross‑functional issues. • Build alignment and drive consensus across stakeholders.