Global Outsource Lead

Position Title:  Program Operation Outsource Lead 

Business Unit: Programs 

Reports To:     Head of Programs, LRQA  

Location:         New York, NY 

About this role: 

The Program Operations Outsource Lead will be the key point of contact for Client and LRQA.  The role is responsible for managing the execution of Client’s Global Human Rights Due Diligence (HRDD) programs on behalf of Client.  The Program Operations Outsource Lead will manage a team of four dedicated Regional Analysts (RA) implementing the Human Rights Due Diligence program. The role will report to the Head of Programs at LRQA and work directly with the Client Global Human Rights Office, to implement due diligence program.  The Program Operations Outsource Lead will work closely with Client and Regional Analysts team to ensure that LRQA provides the services detailed in the contract with the client, meeting SOW obligations.  

Key job responsibilities: 

A dynamic, proactive and solutions oriented individual to lead the operationalization of Client’s Global Human Rights Due Diligence program and manage the LRQA RA team to meet Client’s needs. The Program Operations Outsource Lead manages Client’s human rights due diligence program including but not limited to owned operations and supplier human rights audit planning and oversight, on-boarding of owned and supplier sites to the HRDD program, communications, escalations to the Client Global Human Rights Office when required, and delivering dynamic reporting to support Client’s ESG reporting needs.   

The primary responsibilities include the following: 

Operationalization, oversight and relationship building 

• Establish a strong relationship with the Client Global Human Rights Office. 

• Develop credibility through building an extensive understanding of Client’s Global Human Rights Strategy, own operations and supply chain.  

• Provide objective advice on managing human rights non-compliances and issues. Knowledge/expertise in responsible recruitment, forced labor, and key human rights issues will be critical.  

• Conduct and share annual risk-tiering of suppliers based on LRQA organizational subject matter expertise, industry insights, and personal experience. .  

• Lead annual or bi-annual Program Review covering key topics such as own operations and supplier performance and segmentation recommendations, recommendations for program improvements, regional highlights/trends, SLA Performance (LRQA) against SOW, to help set annual goals for Client’s human rights due diligence program   

• Support ongoing implementation and maintenance of strong program standard operating procedures and efficiency improvements Review and develop a detailed understanding of all documentation specific to the Client’s program. Identify and implement workflow efficiencies that meet Client’s requirements with reduced resources. 

• Project management, such as developing and managing to a project plan, regular meetings with Client overseeing various areas of onboarding cycle 

• Document and maintain program processes and required communication templates 

• Coordinate supplier engagement working with key stakeholders 

• Host internal and external webinars on Client HRDD program requirements and expectations   

• Identify industry trends and best practices in HRDD program management for incorporation into the Client program 

• Continue identifying the relevant individuals within LRQA that will support the account and create clear ways of working with all relevant stakeholders, including the EiQ team 

• Establish performance measurement for the account that aligns with Service Level Agreements (SLA) and measure performance of the Regional Analysts 

• Leveraging LRQA and Client’s deployed systems, establishing the reporting structure and audit cadence  

• Develop a detailed internal tracking and reporting structure that help LRQA implement a more proactive approach to anticipating issues rather than being reactive  

Oversee Day to Day Operations 

• Operationalize segmentation and provide program recommendations accordingly: 

• Develop and implement management systems for oversight 

• Assessment planning 

• Intervention planning 

• Oversight of outsourced team, ensure execution based on agreed approach and program objectives 

• Planning, communicating and continuously monitoring execution of the risk monitoring plan  

• Guide and work closely with the team to meet expectations and SOW obligations, while promoting a culture of recognition and inclusion that supports professional development.  

• New supplier program placement and onboarding, deactivation for exited suppliers 

• Pre- and post-assessment communication with own operations and suppliers, addressing questions and supporting successful execution of services  

• Post-assessment CAP and remediation support for a sub-set of audited suppliers based on audit results  

• Identification of regional performance trends and benchmarking of results to develop supplier focused webinars aimed at supporting supplier improvement. 

• Act as expert on specific requirements and manage program internally/externally, including providing clear guidance for dedicated staff, Client’s own operations, suppliers, responding to inquiries, regularly calibrating teams, and maintaining updated systems and documents; 

• Interacting and working closely with Client and LRQA’s regional hubs and analysts (willingness to communicate during non-traditional working hours). 

• Handle escalations within the LRQA Regional Analysts team, communicate escalations to Client Global Human Rights Office and troubleshoot and resolve challenges as needed. 

• Ensure systems and trackers up to date, accurate and available to Client on a regular basis, including but not limited to oversight of the team’s quality assurance monitoring of audit firms etc. 

• Participate in regular internal trainings and discussions related to emerging trends or questions from Client, including solutions on which LRQA has been partnering with Client. Topics may include for example, recruitment fee remediation, due diligence investigations, effective grievance mechanisms, regional trends/disruptions etc. 

• Promote cross team collaboration to encourage best practice sharing, identify efficiencies etc. 

Preferred Qualifications 

• Excellent written and verbal English;  

• A 4 year college degree; 

• 8+ years of experience, with 3+ experience within a leadership role in the Ethical/Responsible Sourcing/Social and Labor Compliance/Human Rights arena either for a brand/retailer or service provider; 

• High level of integrity and honesty; 

• Excellent understanding of Responsible Sourcing programs in order to help add additional value through program recommendations and process efficiency improvements  

• Knowledge/expertise in human rights and particularly responsible recruitment/forced labor. 

• Creative and entrepreneurial minded; 

• Ability to work independently; 

• Extreme attention to detail 

• Ability to handle sensitive and confidential information 

• Strength in writing and communication – individuals who make the complex simple, who can relate concepts with visuals and a minimum number of words. 

• Proven effectiveness at strategic relationship building across internal and external stakeholders – we seek a team player with strong interpersonal communication and presentation skills. 

• Pro-active, self-starter with ability to organize, prioritize and execute multiple projects across multiple stakeholders simultaneously, in a deadline-driven environment. 

• Innovative, entrepreneurial and strategic thinker that can propose solutions/troubleshoot as needed 

• A passion for social responsibility and belief in making a difference.  

• Strong working knowledge of MS Word, PowerPoint and Excel, experience with PowerBI is a plus