The Vendor Manager is responsible for managing relationships with Business Process Outsourcing (BPO) partners and other service delivery vendors. This role includes negotiating contracts, overseeing vendor performance, ensuring service level agreements (SLAs) are met, resolving issues, and continuously seeking opportunities to improve efficiency and reduce costs. The Vendor Manager will collaborate closely with various departments to align vendor strategies with overall business objectives and foster a customer-centric culture.

Key Responsibilities:

1. Vendor Relationship Management:
• Develop and maintain strong relationships with BPO partners and service delivery vendors.
• Negotiate contractual terms, SLAs, and costs to ensure profitability and customer satisfaction.
• Monitor vendor performance and conduct regular evaluations.
2. Operational Optimization:
• Identify opportunities to improve operational processes with vendors.
• Collaborate with internal teams to implement operational efficiencies and ensure regulatory compliance.
• Manage risks associated with vendors to ensure business continuity.
3. Service Delivery Management:
• Ensure that vendors meet and exceed the standard KPIs for call center and logistics operations.
• Foster a customer-centric culture within vendor operations, ensuring customer needs are prioritized.
• Empower vendor agents to solve customer problems with empathy and encourage them to speak up when processes are not customer-centric.
4. Project Management:
• Lead projects related to the implementation of new services, system updates, or regulatory changes.
• Coordinate with internal departments and external vendors to ensure timely delivery.
5. Data Analysis and Reporting:
• Conduct data analysis to evaluate vendor performance and operational effectiveness.
• Prepare reports and executive presentations to communicate progress and results.

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or a related field, or equivalent experience.
• Previous experience as a Vendor Manager or in similar roles within the financial services industry, preferably with a focus on credit card operations.
• Deep knowledge of vendor relationship management, contract negotiation, and SLA management.
• Demonstrated skills in project management, problem-solving, and data analysis.
• Excellent communication skills and the ability to work effectively with cross-functional teams.
• Attention to detail and the ability to manage multiple priorities in a dynamic environment.
• Advanced proficiency in Excel.
• Advanced English proficiency. Essential
• Familiarity with Six Sigma or similar methodologies.
• 100% on-site work mode

Skills and Competencies:

• Leadership: Ability to manage vendor relationships and drive operational excellence.
• Analytical Thinking: Ability to analyze data and make informed decisions.
• Customer Focus: Commitment to understanding and meeting customer needs.
• Strategic Planning: Ability to develop and implement vendor strategies.
• Collaboration: Strong interpersonal skills to work effectively with internal and external partners.
• Adaptability: Flexibility to adapt to changing operational demands and priorities.
• Customer-Centric Culture: Proven ability to instill and maintain a customer-focused approach within vendor operations.