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    Business Process Outsourcing (BPO)

 

  • Legal support for the strategic planning to accentuate the advantages of business process outsourcing (BPO), such as better quality and performance, cost efficiency, higher flexibility within the enterprise by outsourcing low return-on-investment (low-ROI) non-core activities to outside organizations so that the enterprise can concentrate on high return-on-investment (high-ROI) core activities, concentrating on core functions, more competitive advantages, more global presence.

 

  • Advocate for process mining (PM) – which helps organizations mine information from already-functioning transaction systems and then provides information about how such systems are performing – as a tool for maximizing BPO efficiency.

 

  • Familiarity with the three basic types of BPO: nearshore outsourcing (cross-border outsourcing) to firms in immediately-adjacent countries; offshore outsourcing (offshoring) to firms located in foreign countries in other hemispheres or continents; and, onshore outsourcing to firms within the same country.

 

  • Use of BPO for legal functions related to enterprise resource planning (ERP), information technology-enabled services (ITES), knowledge process outsourcing (KPO), legal process outsourcing (LPO), research process outsourcing (RPO), travel-related logistics.

 

  • Strategic planning to mitigate the disadvantages of BPO, such as communication issues (due to the communications equipment compatibility issues, differences in time zones and language issues), lack of strategic alignment (the outsourcing firm may just be concerned with performing one repetitive function, rather than having an awareness of why it is performing such function), legal application (since many outsourcing firms are located in foreign countries, there may be difficulty enforcing contracts in the courts of such foreign countries), overdependence on service providers (thus potentially increasing spend for those outsourced processes above what the spend might be for performing such processes internally), unstable foreign governments (many outsourcing firms are located in foreign countries often subject to periods of political unrest that might disrupt or terminate operations), quality control (due to different work practices in foreign countries).

 

  • BPO-related experience for information technology (IT) outsourcing, such as cloud computing, IT security monitoring, infrastructure as a service (IaaS), managed network services (MNS), platform as a service (PaaS) and software as a service (SaaS). 

 

  • Legal support through all phases of a transaction, including preparation and administration of a request for information (RFI), request for proposal (RFP), or request for qualifications (RFQ), guidance through the vendor vetting and selection, negotiation of a definitive agreement, lifecycle management, contract enforcement and dispute resolution.

 

  • Legal consultation for BPO as related to wholesale managing general agent (MGA) insurance operations.

 

  • Legal experience with BPO as related to commercial lines property and casualty insurance and various property and casualty administration tasks.

 

  • Responsible for planning, oversight, and staffing development for binding practice internal and external support teams to process sophisticated insurance and risk management solutions for a select group of hard-to-place risks.

 

  • Managed daily legal task volumes and productivity of internal staff and BPO partners, in collaboration with underwriting services management.

 

  • Organized the appropriate documentation, implementation and communication of established policy, procedures and operating standards to the appropriate individuals.

 

  • Responsibility for identifying potential legal risks and non-compliance issues related to the BPO project, within a defined segment of the enterprise.

 

  • Created value and increased the capacity of the enterprise, by leveraging outsourcing, process optimization and automation.

 

  • Identified and communicated key BPO-related strategies, initiatives, opportunities, metrics and goals that might effectively improve business performance and implemented initiatives to address issues within assigned areas of responsibilities.

 

  • Drafted, negotiated and set relevant and meaningful service-level agreement (SLA) goals for each outsourced task.

 

  • Interacted with all members of cross-functional outsourcing teams, to ensure that SLA goals were met or exceeded, and then provided objective feedback aimed at improving efficiencies.

 

  • Created analytics, reporting and productivity monitoring tools for the services provided, to measure against SLA goals.

 

  • Parsed various tasks to the most appropriate internal individual team members whenever possible, or to various competent external team members to improve work flow.

 

  • Acted as a primary point of contact with internal and external partners for BPO-related changes, issues, and communications related to outsourced tasks.

 

  • Coordinated with business partners to deliver operational efficiencies and solutions throughout business processes.

 

  • Ensured that the designated quality controls were observed by all internal and external team members for consistency of the work product, and analyzed the possible causes for quality failures in order to adjust the work flow to avoid repeating such failures.

 

  • Prepared process maps, channels for exception routing, query resolution and processed business feedback.

 

  • Legal support for operations leaders in monitoring and management of daily processes, and led remediation efforts for interruptions to target service levels.

 

  • Strategies to focus on seamless and inclusive customer experience as measured by various net promoter scores (NPSs).

 

  • Collaborated with technology and data analytics subject matter experts (SMEs), to identify processes within the enterprise that might benefit from a systematic application of BPO, and then worked together with such SMEs to develop needs-based solutions that might provide positive results for such processes.

 

  • Provided legal and BPO oversight for forms preparation outsourcing practice that provides services to customers who then outsource their business and tax compliance reporting and processing.

 

  • Experience in managerial and supervisory levels, focused on scaling the organization for growth, scalability and profitability in collaboration with both management and various cross-functional teams.

 

  • Responsible for representing the BPO aspects of the enterprise externally to the outside market, including customers, partners, and analysts.

 

  • Responsible for creating cross-functional relationships with various functional internal and external groups on the final assembled team to further the proposed BPO strategy.

 

  • Ensured BPO performance when applied to legal processes, through monitoring the integrated processes and comparing actual performance to estimated projections.

 

  • Drafted, negotiated and implemented and managed corporate BPO plans, policies and procedures relating to the furtherance of objectives established by management.

 

  • Formulated guidelines to establish key performance metrics within the legal business unit, and then tracked effectiveness.

 

  • Collaborated with internal stakeholders to support BPO initiatives that furthered financial and operational efficiency, growth and performance.

 

  • Resolved escalated BPO issues and achieved alignment with internal business partners.

 

  • Legal support and management for BPO operations, including engagement with management to promote operational efficiency and scalability.

 

  • Initiated process changes and automation initiatives designed to increase capacity and productivity for market adoption.

 

  • Provided training for human resources BPO-related issues, such as compensation and rewards, employee development, employee relations, leadership accountability, performance management, selection, terminations.

 

  • Responsible for non-legal aspects of projects, such as management of the budget, logistics, operations, personnel, and risk.

 

  • Familiarity with BPO for customer support in industries such as IT and telecommunications.

 

  • Managed the achievement of a key performance area (KPA), obtaining multi-year outsourced network operations center (NOC) contracts from major telecom companies for the offshore wholly-owned BPO subsidiary of the company.

 

  • Experience with BPO-related intelligent automation (IA) – the combination of artificial intelligence (AI) with robotic process automation (RPA) – as applied to outsourced document management services for businesses such as banking, entertainment, financial services, higher education, insurance, legal, manufacturing, social media, technology.

 

  • Experience with BPO-related lead-to-cash solutions for businesses providing innovative technologies, such as blockchain, cognitive solutions, cryptocurrencies, digital transformation, the internet of things (IoT).

 

  • Experience with BPO-related solutions for accounting, human resources, procurement.

 

  • Experience with business process modeling (BPM), nearshoring, offshoring and onshoring.

 

  • Took proactive steps to establish client relationships that might lead to further BPO opportunities for the enterprise through their global contacts.

 

  • Maintained business controls for pipeline reporting and revenue forecasting, and assisted with closings for new business, in alignment with forecasted objectives.

 

  • Assisted in generating repeat sales through personal contacts, and supported general sales efforts.

 

  • Established and managed trusted advisor-client relationships.

 

  • Monitored BPO legal issues relating to delivery excellence associated with large-scale process services contracts.

 

  • Provided BPO legal expertise in the overall BPO transaction chain, from potential opportunity identification through post-implementation.

 

  • Acted as a legal capture manager for a KPA relating to obtaining multi-year medical billing, coding and transcription BPO contracts from health maintenance organizations (HMOs), hospitals and physician group practices (PGPs).

 

  • Provided legal support to the BPO development teams when amassing relevant data that might assist in the evaluation of potential BPO opportunities for clients.

 

  • Accompanied the BPO sales team to potential customer offices to participate in presentations, as needed.

 

  • Provided legal support to client representatives for the preparation of BPO implementation plans, and then verified the project scope with such representatives to ensure accuracy.

 

  • Legal support for the monitoring of project schedules by process SMEs to ensure that the project metrics were within anticipated guidelines.

 

  • Responsible for BPO governance issues applicable to business partners and the service provider, including management of contracts, escalations, established best practices, meetings, performance, regulatory compliance and relationships.

 

  • Responsible for monitoring the deliverables to be provided under service contracts, and the general duties of the service provider for certain levels of competence.

 

  • Worked to promote an appropriate culture of cooperation and respect among internal and external BPO team members, to avoid situations in which team members may take unexpected actions that might derail the project.

 

  • Created, updated, distributed and ensured compliance for all governance playbooks, procedures and other best practices

 

  • Managed the change requests (CR) process and other contract-related functions to ensure they were clear, well-documented and followed the established approval processes.

 

  • Chaired monthly service delivery calls (SDCs) and assisted in tracking action items

 

  • Interfaced with the financial planning and analysis (FP&A) team to ensure the accuracy of invoicing and forecasting.

 

  • BPO-related experience in the two major business functional areas: back office, such as core business operations including accounting, human resources, IT services, payment processing, quality assurance, regulatory compliance; and front office, such as customer-related services including marketing, sales, tech support.

 

  • Application of BPO solutions to various back office tasks for business functions such as audit, accounts payable, accounts receivable, accounting services, benefits administration, call center operations, claims processing, consumer products, credit card processing, customer relationship management, facilities management, financial services, healthcare, human resources, insurance, logistics, manufacturing, retail, supply chain, telecommunications and transportation.

 

  • Application of BPO solutions to various information technology (IT) tasks, such as application development services, application maintenance support and services, co-location services, data center operations, IT infrastructure administration and support, IT help desk and desktop support, managed network services, managed security services, managed public, semi-private and private cloud services.

 

  • Application of BPO solutions to the outsourcing implementation of Electronic Health Records (EHR) that included EHR reimbursement under the Health Information Technology for Economic and Clinical Health (HITECH) Act.

 

  • Created BPO-related handbooks, manuals, presentations, process flow charts, templates, website content.

 

  • Provided legal support for the entire BPO lifecycle, including promoting, planning, staffing and management, through completion of the project.

 

  • Reviewed client documentation for potential security and data privacy issues, then provided all relevant information to the cross-functional project development and implementation teams to further the success of the project.

 

  • Researched, evaluated, tested, recommended, procured and used various property and casualty policy administration software platforms, such as All Lines Policy Processing System, Applied Epic, Beyontec Suite, C2MS Insurance ERP, CHSI Connections, Delphi Policy, Diamond Policy, EZ-RATER,  Duck Creek Policy, FINEOS, FormsPlus, Guidewire InsuranceSuite, Guidewire Predictive Analytics, IDIT Software Suite, Instanda, InsuranceNow, Insurity Policy Solutions, Majesco Policy for P&C, NetRate Commercial Lines Rating, OneShield Policy, POINT IN, Policy Admin, Policy Administrator, PolicyCenter, PolicyCore, PolicyEnterprise, The Adaptik Suite, Vlocity Insurance Cloud.

 

  • Researched, evaluated, tested, recommended, procured and used various business process management (BPM) service providers and software platforms, such as ActiveBatch Workload Automation, BIC Cloud, BP Logix Process Director, Capgemini Business Process Management (BPM), Cognizant BPM, CommandCenter, Ennov Business Process Management Software, erwin Business Process, Flowfinity, Genpact Business Process Management, HCL Technologies BPM Services, IBM Smarter Process, Incessant Business Consulting, Kissflow - Digital Workplace, Lucidchart, Mavim, Mindtree Business Process Management Services, monday.com, Nintex Promapp, Onit Apps, Pega BPM Services, PerfectForms, Process Street, ProcessMaker BPM Software, SAP BPM, TCS Business Process Management (BPM) Services, TrackVia, Tonkean, XDP.

 

  • Researched, evaluated, tested, recommended, procured and used various data mining (DM) software platforms, such as ABBYY Timeline, Apromore Advanced Process Analytics Platform, ARIS Process Mining, Celonis, Datapolis Process Intelligence, Disco, Fujitsu Process Analytics Software, Icaro Tech EverFlow, Kofax Insight, LANA Process Mining, Logpickr Process Intelligence, Minit, myInvenio, PAFnow Process Mining, Process Diamond, ProcessGold, ProDiscovery, QPR ProcessAnalyzer, Rialto Process, Signavio Process Intelligence, StereoLOGIC Process Analytics, Worksoft Analyze.

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    Last updated 200610_2222

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