Sr Vendor Manager

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Job Description

INTRODUCTION:   

We are seeking a highly experienced and proactive Sr. Vendor Manager to oversee and manage our Business Process Outsourcing (BPO) vendor relationships. In this individual contributor role, you will ensure that our vendors deliver high-quality services in line with contractual obligations and company standards. Your focus will be on managing vendor performance, ensuring compliance, and driving continuous improvement to support our business objectives.

WHAT YOU’LL DO:     

• Vendor Relationship Management: Develop and maintain strong relationships with BPO vendors, serving as the primary point of contact to facilitate effective communication and collaboration.
• Performance Monitoring: Oversee daily operations of BPO vendors, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs). Conduct regular performance reviews and provide feedback to drive continuous improvement.
• Reporting and Analytics: Utilize contact center reporting platforms to monitor vendor performance metrics. Analyze data to identify trends, areas for improvement, and ensure data-driven decision-making.
• SLA Monitoring: Ensure vendors meet or exceed established SLAs. Address any deviations promptly and implement corrective actions as necessary.
• Contract Negotiations and Renewals: Participate in contract negotiations and renewals, ensuring terms align with company objectives and compliance standards.
• Issue Resolution: Handle escalations and resolve any issues related to vendor performance or service delivery promptly and effectively.
• Process Improvement: Identify opportunities for process enhancements to improve the efficiency and effectiveness of outsourced activities. Collaborate with vendors to implement best practices and innovative solutions.
• Compliance and Risk Management: Ensure vendor compliance with regulatory requirements, company policies, and industry standards. Conduct regular risk assessments and implement mitigation strategies to address potential risks associated with outsourced processes.
• Collaboration: Work closely with internal teams and external partners to align vendor operations with company goals and customer expectations.

WHAT YOU’LL NEED: 

• Bachelor's degree in Business Administration, Information Management, or a related field.
• 5+ years of experience in vendor management, preferably in a BPO environment, with a track record of managing large-scale vendor relationships.
• Proficiency in contact center reporting platforms such as Amazon Connect, Genesys Cloud CX, etc. A background in Business Intelligence and analytics is a plus.
• Strong understanding of data quality principles, data governance frameworks, and regulatory requirements.
• Proven experience negotiating and managing vendor contracts, ensuring alignment with business objectives and performance expectations.
• Excellent analytical, …