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Role Overview
The Vendor Manager is responsible for end‑to‑end governance of the outsourced P&C shared services provider, with primary accountability for the Accenture relationship and for bringing together services across the broader P&C vendor landscape so that employees, line managers, and senior leaders experience a coherent support model. The role will design and run the vendor management framework covering SLAs, KPIs, service reviews, and continuous improvement across all P&C shared services in scope (e.g., case management, payroll processing oversight, data maintenance, time & attendance, and query management).
Key Responsibilities
- Establish and maintain the vendor governance model (cadence, forums, escalation paths) for P&C shared services, aligned to broader JVCo vendor management standards.
- Own the Accenture contract from a business perspective, including service schedules, SLAs, KPIs, and change control; proactively monitor scope changes and service consumption to ensure the business is receiving good value for money, working closely with Procurement, Legal, and Finance as needed.
- Identify where scope, volumes, or service mix have shifted versus baseline assumptions, and flag commercial and performance implications to Procurement and Finance so they can lead any required renegotiations or commercial actions.
- Monitor operational performance and service quality using agreed metrics and reporting; drive root-cause analysis and remediation plans for incidents and SLA breaches.
- Oversee service dependencies, handoffs, and issue resolution across the broader P&C vendor ecosystem — including providers such as Accenture, benefits providers, recruiting, and other third parties interfacing with HR operations or the HRIS — to ensure clear accountability, minimal service gaps, and effective end-to-end delivery
- Act as primary point of contact between P&C, local country teams, and Accenture for shared services topics, owning day‑to‑day issue management and escalation, and ensuring issues are triaged, prioritized, and resolved within agreed timelines.
- Coordinate with TSA owners to ensure clear separation of responsibilities between TSA‑delivered services, Accenture‑delivered services, and third-party delivery services, and to plan and execute TSA exit, actively managing periods of overlap between vendors/systems and minimizing handoff risk.
- Lead service transition activities as additional countries or processes move into the outsourced model, including readiness checks, knowledge transfer, and stabilization support.
- Identify and prioritize continuous improvement opportunities (e.g., standardization, automation, defect reduction) in partnership with Accenture and internal stakeholders.
- Provide regular reporting and insight to the VP of Shared Services and P&C leadership on vendor performance, risk, and improvement initiatives.
- Support audit, compliance, and risk management activities related to outsourced HR operations, ensuring appropriate controls, documentation, and data protection are in place.
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Experience & Qualifications
- Proven experience managing large HR or shared services vendors (preferably including BPO providers such as Accenture, ADP, or similar), with clear accountability for SLAs, KPIs, and commercial outcomes.
- Strong background in HR shared services or global business services, with understanding of core HR, payroll, case management, and data maintenance processes.
- Experience operating in separation / TSA or complex multi‑vendor environments, including managing handoffs, escalations, and service transitions across parties.
- Demonstrated ability to build and run governance frameworks (service reviews, performance dashboards, issue and risk logs) and to drive continuous improvement with external partners.
- Excellent stakeholder management and communication skills, capable of challenging both internal leaders and vendor teams while maintaining constructive, solution‑oriented relationships.
Goals
First 30 days
- Build a detailed understanding of the Accenture contract, service catalog, SLAs, and current performance.
- Map all stakeholders (P&C, Finance, Digital, country HR, TSA teams) and clarify points of contact and escalation paths.
- Review existing reporting, incident logs, and process documentation to understand current issues and risks.
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First 60 days
- Stand up the vendor governance rhythm (e.g., weekly operational huddles, monthly service reviews, quarterly steering) with clear agendas and outputs.
- Confirm and, where needed, refine KPI/SLA definitions and reporting to ensure they reflect Day 1 realities and business priorities.
- Implement an issue and risk register for Accenture-delivered services, including agreed ownership and timelines for remediation.
First 90 days
- Deliver a consolidated view of vendor performance and key risks to the VP of Shared Services and P&C leadership, with clear improvement priorities.
- Launch at least one structured continuous improvement initiative with Accenture (e.g., reducing ticket rework, improving data quality, or accelerating turnaround times).
- Define a roadmap for evolving the outsourced model over Year 1 (e.g., scope adjustments, automation opportunities, potential location/cost optimizations).
What Makes This Opportunity Unique
- Iconic brand: Help shape the operational and financial foundation of a globally known lubricants brand with strong marketing visibility (including motorsports and OEM partnerships).
- Greenfield build within a carve‑out: Be part of creating a new standalone P&C shared services model almost from scratch, with the ability to influence processes, standards, and ways of working rather than inheriting a legacy operation.
- High-impact, enterprise-wide remit: The quality of the Accenture partnership directly affects every employee’s experience of payroll, HR transactions, and case management across countries.
- Exposure to senior leadership and investors: Operate at the intersection of P&C, Finance, Digital, and the PE sponsor, with direct line of sight to decisions on cost, service, and future-state operating model.
- Complex global outsourcing environment: Gain experience managing a multi-country, multi-process HR outsourcing arrangement in a highly dynamic, TSA-driven environment—building a career story that combines HR, operations, and commercial vendor management.
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