Siena Partnership
Interim Contact Centre Outsourcing & Commercial Lead
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Our client is a Private Equity-backed Financial Services business seeking an experienced Interim Contact Centre Outsourcing & Commercial Lead to manage a confidential strategic outsourcing programme.
This assignment will lead the commercial procurement and negotiation of outsourced contact centre services, taking the engagement from supplier selection and Heads of Terms through to contract execution.
The successful consultant will bring significant experience negotiating complex BPO agreements and will have a proven track record of securing highly competitive commercial outcomes while protecting operational performance and customer experience.
This is a hands-on assignment requiring a confident, commercially astute negotiator who is comfortable leading discussions with major global outsourcing providers.
Key Responsibilities
- Lead the end-to-end procurement and commercial negotiation of outsourced contact centre services.
- Develop and execute the sourcing and negotiation strategy.
- Lead supplier engagement from initial discussions through:
- Letter of Intent (LOI)
- Heads of Terms
- Contract negotiation
- Final commercial agreement
- Challenge supplier pricing, commercial assumptions and contractual positions.
- Secure best-value commercial outcomes whilst protecting operational performance.
- Evaluate supplier proposals, delivery models and pricing structures.
- Lead negotiations with international BPO providers.
- Work closely with executive stakeholders, Procurement and Legal throughout the process.
- Identify commercial risks and negotiate contractual protections.
- Support transition planning into the chosen outsourcing partner.
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Essential Experience
- Extensive experience leading outsourced contact centre procurement programmes.
- Demonstrable success negotiating multi-million-pound BPO contracts.
- Strong commercial negotiation skills with a track record of delivering material cost savings.
- Experience leading negotiations from supplier selection through to signed contract.
- Strong understanding of:
- Outsourced customer operations
- Contact centre operating models
- BPO commercial structures
- SLAs
- Pricing mechanisms
- Governance frameworks
- Transition planning
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We're looking for someone who is:
- An exceptional commercial negotiator.
- Confident challenging large global suppliers.
- Highly credible with executives and external partners.
- Pragmatic, resilient and delivery-focused.
- Comfortable operating in a confidential and fast-paced environment.
- Able to influence difficult negotiations and maintain momentum under pressure.
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