Operations Sourcing Performance Lead

Position Snapshot

Location: Meycauayan, Bulacan, PH / Rockwell, Makati, PH

Company: Nestlé Business Services Manila, Inc.

Full-time, Hybrid

Position Summary

Joining Nestlé means joining the largest food and beverage company in the world. At our core, we are a human environment driven by the purpose of enhancing quality of life and contributing to a healthier future.

As an Operations Sourcing Performance Lead, you will oversee the performance and governance of outsourced Consumer Engagement Services (CES) partners across multiple markets. Acting as the key link between markets, internal stakeholders, and vendor leadership teams, you will drive operational excellence, service delivery, cost efficiency, risk management, and continuous improvement initiatives. This role plays a critical part in ensuring our vendor partners consistently deliver against service commitments while supporting an outstanding consumer experience.

A Day in the Life of...

Lead Vendor Performance and Operational Governance

• Manage the operational performance of 2-3 outsourced CES vendors supporting approximately 80-200 FTE across multiple markets.
• Facilitate daily operational reviews, weekly business reviews, monthly governance meetings, and quarterly strategic performance sessions.
• Monitor service levels, quality, productivity, customer experience metrics, and contractual obligations.
• Partner with vendor leadership teams to ensure operational commitments and performance targets are consistently achieved.

Drive Performance Improvement and Service Recovery

• Analyze operational trends, identify performance gaps, and recommend corrective actions.
• Lead recovery plans for service disruptions, SLA misses, consumer risks, or capacity constraints.
• Conduct root cause analysis and challenge vendors to deliver sustainable improvement plans.
• Drive continuous improvement initiatives and validate business impact following implementation.

Optimize Resources, Capacity, and Cost Efficiency

• Collaborate with market teams, workforce management, and vendor partners to evaluate staffing models and capacity plans.
• Review utilization, productivity, shrinkage, overtime, and workforce allocation to optimize operational performance.
• Identify opportunities to improve efficiency, reduce costs, and enhance service delivery.
• Support operational planning for new initiatives, projects, and service transformations.

Manage Stakeholders and Strategic Vendor Relationships

• Serve as the primary operational liaison between markets, internal functions, and vendor leadership teams.
• Provide operational insights and recommendations to support sourcing strategies, vendor reviews, renewals, and change requests.
• Develop performance scorecards and benchmarking reports across multiple vendors.
• Communicate operational risks, opportunities, and improvement actions to key stakeholders and leadership teams.

Strengthen Risk Management and Compliance

• Ensure vendors maintain compliance with operational controls, privacy requirements, business continuity plans, and escalation processes.
• Monitor risk registers and support mitigation plans for identified operational risks.
• Drive governance processes that support compliance, transparency, and business resilience.
• Partner with cross-functional teams including Procurement, Finance, HR, IT, Legal, and Quality functions to ensure operational effectiveness.

What Will Make You Successful

• Bachelor's degree in Business, Operations, Industrial Engineering, Analytics, Marketing, or a related field.
• At least 7 years of experience in contact center operations, consumer engagement services, customer experience, BPO, shared services, or service operations.
• Minimum of 3 years of experience managing outsourced vendors, managed services, or multi-site operations.
• Proven experience leading vendor performance governance in complex, multi-market environments.
• Strong knowledge of operational KPIs, SLAs, workforce planning, productivity management, root cause analysis, and service recovery.
• Experience managing large-scale operations with exposure to teams of at least 50 FTE or equivalent operational complexity.
• Strong stakeholder management, influencing, negotiation, and communication skills.
• Advanced analytical skills with the ability to translate data into actionable business recommendations.
• Proficiency in Excel, PowerPoint, and reporting tools such as Power BI and contact center reporting platforms.
• Experience in supplier management, outsourcing governance, Lean Six Sigma, COPC, ITIL, PMP, or related methodologies is an advantage.
• Continuous improvement mindset with the ability to drive operational excellence and consumer-centric outcomes in a global environment.

Position Snapshot

Location: Meycauayan, Bulacan, PH / Rockwell, Makati, PH

Company: Nestlé Business Services Manila, Inc.

Full-time, Hybrid

Position Summary

Joining Nestlé means joining the largest food and beverage company in the world. At our core, we are a human environment driven by the purpose of enhancing quality of life and contributing to a healthier future.

As an Operations Sourcing Performance Lead, you will oversee the performance and governance of outsourced Consumer Engagement Services (CES) partners across multiple markets. Acting as the key link between markets, internal stakeholders, and vendor leadership teams, you will drive operational excellence, service delivery, cost efficiency, risk management, and continuous improvement initiatives. This role plays a critical part in ensuring our vendor partners consistently deliver against service commitments while supporting an outstanding consumer experience.

A Day in the Life of...

Lead Vendor Performance and Operational Governance

• Manage the operational performance of 2-3 outsourced CES vendors supporting approximately 80-200 FTE across multiple markets.
• Facilitate daily operational reviews, weekly business reviews, monthly governance meetings, and quarterly strategic performance sessions.
• Monitor service levels, quality, productivity, customer experience metrics, and contractual obligations.
• Partner with vendor leadership teams to ensure operational commitments and performance targets are consistently achieved.

Drive Performance Improvement and Service Recovery

• Analyze operational trends, identify performance gaps, and recommend corrective actions.
• Lead recovery plans for service disruptions, SLA misses, consumer risks, or capacity constraints.
• Conduct root cause analysis and challenge vendors to deliver sustainable improvement plans.
• Drive continuous improvement initiatives and validate business impact following implementation.

Optimize Resources, Capacity, and Cost Efficiency

• Collaborate with market teams, workforce management, and vendor partners to evaluate staffing models and capacity plans.
• Review utilization, productivity, shrinkage, overtime, and workforce allocation to optimize operational performance.
• Identify opportunities to improve efficiency, reduce costs, and enhance service delivery.
• Support operational planning for new initiatives, projects, and service transformations.

Manage Stakeholders and Strategic Vendor Relationships

• Serve as the primary operational liaison between markets, internal functions, and vendor leadership teams.
• Provide operational insights and recommendations to support sourcing strategies, vendor reviews, renewals, and change requests.
• Develop performance scorecards and benchmarking reports across multiple vendors.
• Communicate operational risks, opportunities, and improvement actions to key stakeholders and leadership teams.

Strengthen Risk Management and Compliance

• Ensure vendors maintain compliance with operational controls, privacy requirements, business continuity plans, and escalation processes.
• Monitor risk registers and support mitigation plans for identified operational risks.
• Drive governance processes that support compliance, transparency, and business resilience.
• Partner with cross-functional teams including Procurement, Finance, HR, IT, Legal, and Quality functions to ensure operational effectiveness.

What Will Make You Successful

• Bachelor's degree in Business, Operations, Industrial Engineering, Analytics, Marketing, or a related field.
• At least 7 years of experience in contact center operations, consumer engagement services, customer experience, BPO, shared services, or service operations.
• Minimum of 3 years of experience managing outsourced vendors, managed services, or multi-site operations.
• Proven experience leading vendor performance governance in complex, multi-market environments.
• Strong knowledge of operational KPIs, SLAs, workforce planning, productivity management, root cause analysis, and service recovery.
• Experience managing large-scale operations with exposure to teams of at least 50 FTE or equivalent operational complexity.
• Strong stakeholder management, influencing, negotiation, and communication skills.
• Advanced analytical skills with the ability to translate data into actionable business recommendations.
• Proficiency in Excel, PowerPoint, and reporting tools such as Power BI and contact center reporting platforms.
• Experience in supplier management, outsourcing governance, Lean Six Sigma, COPC, ITIL, PMP, or related methodologies is an advantage.
• Continuous improvement mindset with the ability to drive operational excellence and consumer-centric outcomes in a global environment.