Business Process Outsourcing Manager Jobs in Indiana

Location: Accion Whitestown - Whitestown, IN 46075

Accion Performance is a logistics and supply chain solutions provider, part of the Morales Group, offering Value‑Added Services, BPO, 3PL, and end‑to‑end supply chain operations.

The General Manager will provide full operational and commercial leadership of a multi‑service logistics and supply chain solutions operation, driving growth, operational excellence, and client satisfaction while ensuring compliance across all business units.

• Develop and execute annual and multi‑year strategic business plans
• Lead commercial growth by identifying new clients, markets, and service opportunities
• Build and sustain C‑suite and senior‑level client relationships
• Drive contract negotiations, renewals, and expansion of existing accounts
• Represent the organization in industry forums, trade associations, and networking events
• Monitor market trends, competitor activity, and emerging technologies to inform strategy
• Collaborate with the executive team on M&A evaluation and integration activities
• Develop pricing strategies aligned with value delivery and margin targets

• Provide strategic oversight of warehouse operations, including inbound, outbound, storage, and inventory management, through site leadership teams
• Direct the implementation and optimization of WMS/TMS platforms to enhance visibility, control, and scalability
• Hold site leadership accountable for SLA compliance, KPI achievement, and continuous improvement performance
• Guide capacity planning, space utilization, and capital investment decisions in partnership with warehouse leaders
• Ensure adherence to HSEQ standards by establishing policies and monitoring execution across all locations
• Oversee inventory governance, including accuracy, cycle counting, and loss prevention programs

• Oversee VAS operations (kitting, pick‑and‑pack, labeling, rework, assembly) through site‑level leadership
• Establish performance standards and ensure execution through operational managers
• Drive continuous improvement initiatives (Lean, Six Sigma, 5S) within VAS functions to improve efficiency and reduce waste
• Monitor KPI performance and ensure alignment with customer requirements and SLAs
• Support scalability and process standardization across VAS operations to meet changing business demands

• Lead end‑to‑end supply chain operations, including 3PL network, warehousing, transportation, and fulfillment
• Manage and optimize relationships with 3PL partners, carriers, and vendors, including contracts and SLAs
• Oversee inventory planning and distribution to balance service levels and cost efficiency
• Monitor KPIs (on‑time delivery, fill rate, cost per order) and drive performance improvements
• Develop and execute transportation strategies across all modes
• Ensure system integration and visibility across WMS, TMS, and ERP platforms
• Collaborate cross‑functionally to align supply chain with business goals
• Lead budgeting, cost control, and continuous improvement initiatives
• Build and manage high‑performing operations teams

• Direct BPO operations including data entry, order management, billing, and customer service performance to ensure accuracy
• Define and enforce service delivery frameworks, SOPs, and quality benchmarks
• Ensure technology platforms, automation tools, and workflows meet client requirements
• Oversee transition and transformation projects for new BPO contracts
• Lead client onboarding, solution design, and operational implementation for new accounts
• Drive adoption of RPA, AI, and digital tools to enhance BPO productivity and profitability
• Manage client governance forums including regular reporting and performance reviews
• Monitor BPO‑specific compliance requirements including data security and privacy (GDPR, ISO, GMP, ISF)
• Identify and capitalize on cross‑selling opportunities between service line customers and vendors
• Negotiate freight contracts and oversee carrier performance that directly affects customers

• Own the full P&L across all business units with accountability for revenue and margin
• Develop annual budgets, rolling forecasts, and long‑range profitability plans
• Monitor cost structures versus customer pricing and drive productivity improvements to protect margin
• Approve capital expenditure and manage ROIC across the asset base
• Assist the CFO in collections when necessary
• Develop a cost‑conscious organization to empower staff to make sound decisions that benefit the organization
• Establish departmental monthly reporting and monitor financial performance to report to the Board and Executive Committee
• Ensure timely and accurate billing through systematic excellence and staff training by assuring all transactions are captured
• Conduct regular commercial reviews with clients to address profitability and risk
• Identify and action cost‑out programs without compromising service quality

• Lead, coach, and develop a multi‑disciplinary team of department heads and managers
• Define organizational structure, role clarity, and workforce plans
• Foster a high‑performance culture grounded in accountability, safety, and inclusion
• Drive employee engagement and manage retention across a multi‑site workforce
• Implement succession planning and leadership development programs
• Manage enterprise‑wide performance review and compensation frameworks
• Partner with HR on talent acquisition, onboarding, and organizational development
• Champion change management initiatives and organizational transformation programs

• Bachelor’s degree in Supply Chain, Logistics, Business Administration, or related field
• Minimum 10 years’ experience in logistics, 3PL, warehousing, or supply chain management
• Minimum 5 years in a senior General Management or Operations Director role
• Proven full P&L ownership and track record of financial performance delivery
• Demonstrated experience managing multi‑site, multi‑service logistics operations
• Strong commercial acumen with experience in contract negotiation and business development & retention
• Working knowledge of WMS, TMS, and ERP systems (e.g., SAP, Manhattan, Oracle, Blue Yonder)
• Experience with VAS operations including kitting, assembly, and co‑packing

• Experience managing BPO or shared services operations
• Lean Six Sigma Green Belt or Black Belt certification
• Exposure to automation, robotics (AMR/AGV), and warehouse technology modernization
• Experience in regulated industries such as healthcare, FMCG, retail, or e‑commerce
• Professional memberships: CILT, APICS/ASCM, or equivalent logistics/supply chain body

• Strategic Vision and Business Acumen
• Operational Excellence & Process Optimization
• Commercial & Financial Governance
• Client Relationship Development & Management
• Change Management & Transformation
• Agility and Resilience
• Staff Mentorship & Team Development
• Data‑Driven Decision Making
• Risk Management & Compliance
• Communication & Executive Presence
• Innovation & Technology Adoption
• Cross‑Functional Collaboration
• End‑to‑End Solutions Innovator

Accion Performance provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.