Director, Business Process Outsourcing

OneDigital•Rockwall, TX

About The Position

Are you looking to accelerate your career without having to hide your authentic self - a place where you can be you? A career that’s making a bigger impact on the world? At OneDigital, we are on a mission to help people do their best work and live their best lives. From the services we offer to the way we show up for each other each day, we are fueling dreams, achieving big goals, and embracing each other’s truest selves. We understand that pursuing a new job is a big deal. Maybe you’re afraid you won’t fit in. Well, here’s the good news. For us, the days of “fit in to get in” are over and being different is not a barrier to getting ahead. Greatness comes in all shapes, sizes, colors, and experience levels. If you are looking for a people-first culture that is wired for growth, driven to serve, and totally committed to having your back, give us a shot. Your best life awaits. Must be eligible to work in the United States without the need for work visa or residency sponsorship. Our Newest Opportunity: Position Summary The Director of Business Process Outsourcing (BPO) is responsible for the strategic oversight, governance, and performance management of outsourced operations across Finance, Treasury, Tax, Payroll, Benefits, and Human Resources. This role ensures BPO partners deliver high-quality, compliant, and cost-effective services while continuously improving efficiency, scalability, and employee/client experience. The Director serves as the primary point of accountability for BPO relationships, aligning outsourced services with organizational objectives, regulatory requirements, and service standards. This role works cross-functionally with internal leaders to drive process optimization, manage risk, and enable operational excellence.

Requirements

Bachelor’s degree in Business, Finance, Accounting, HR, Operations, or a related field
8+ years of experience in BPO management, shared services, or operational leadership
Proven experience managing multi-functional BPO operations (Finance and/or HR preferred)
Strong understanding of SLAs, KPIs, governance models, and vendor management
Experience navigating regulated environments with strong compliance and control requirements

Nice To Haves

MBA or advanced degree
Experience overseeing payroll, benefits, tax, or treasury outsourcing
Background in large-scale transformations, system implementations, or process re-engineering
Familiarity with global or multi-region BPO delivery models
Key Competencies
Strategic thinking and operational execution
Vendor negotiation and relationship management
Risk management and controls orientation
Data-driven decision making
Cross-functional influence and executive communication
Change leadership and continuous improvement mindset
Success Measures
SLA and KPI performance across all BPO partners
Reduction in operational risk, errors, and escalations
Cost efficiency and value realization from BPO engagements
Stakeholder satisfaction and service consistency
Successful transitions, integrations, and process improvements

Responsibilities

BPO Strategy & Governance Define and execute the enterprise BPO strategy across Finance, Treasury, Tax, Payroll, Benefits, and HR
Establish governance frameworks, service models, escalation paths, and performance standards for all BPO engagements
Ensure alignment between BPO services and business priorities, growth plans, and operating models
Vendor & Relationship Management Serve as the primary relationship owner for BPO partners internally and externally
Represent the PEO in contract negotiations, renewals, and scope management
Monitor adherence to SLAs, KPIs, compliance requirements, and contractual obligations
Drive accountability through structured governance forums, QBRs, and executive reviews
Operational Oversight & Performance Management Oversee day-to-day BPO performance across functional areas
Identify service gaps, root causes, and improvement opportunities
Ensure consistent service quality, accuracy, timeliness, and issue resolution
Partner with internal stakeholders to manage demand, volumes, and capacity planning
Risk, Compliance & Controls Ensure outsourced processes comply with regulatory, audit, and internal control requirements
Oversee data security, privacy, and confidentiality controls across BPO environments
Process Improvement & Transformation Drive continuous improvement, automation, and standardization across outsourced processes
Support system implementations, integrations, and transitions impacting BPO operations
Lead BPO transitions, expansions, or restructures, ensuring minimal disruption to business operations
Financial Management & Reporting Own BPO budgets, cost management, and value realization
Track and report on cost savings, efficiency gains, and performance outcomes
Develop executive-level reporting and insights on BPO effectiveness
Stakeholder Partnership Act as a trusted advisor to Finance, HR, Payroll, Benefits, and Operations leaders
Translate business needs into clear BPO requirements and execution plans
Communicate performance, risks, and improvement initiatives to senior leadership