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Vendor Manager

3 months ago

Chennai, Tamil Nadu, India 12542 Citicorp Services India Private Limited Full time

Senior/Vendor Manager is a senior management level position (for contact center) responsible for accomplishing results through the management of partners / third party vendors with focus on exceeding all major KPIs and deliver the best customer experience and efficiency metrics . Will also be responsible for third party oversight / governance and will support Business activity owner on the same.
Responsibilities:

Manage a team of third party employees In India & Guatemala to deliver on the key KPIs for NAM contact center. Work with the third party management to ensure smooth execution of the assigned job responsibilities and address any challenges. Recognize and reduce risk within processes based on data as well as maintain vendor related policies and standards Be a change champion and advocate the same with the suppliers. Lean certification an advantage. Well versed with North American banking processes, laws, regulations and operations management. Monitor and manage implementation and compliance with regards to Citi policies as well as regulatory oversight of third party management Maintain effective risk management and compliance programs as well as maintain and manage supplier programs and associated scorecards and tools Manage offshore suppliers for customer service and make the right decisions on performance evaluations and supplier relationship. Utilize evaluative judgement based on analysis of information in complicated situations including budget management and resource planning Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards Well versed with contact center KPIs and ability to manage large team remotely .

Qualifications:

6-10 years of experience Experience in developing risk management programs, identifying all significant processes, risks, and assessing key controls and monitoring associated with these significant processes Self-motivated and detail oriented Proven organization and time management skills Demonstrated problem-solving and decision-making skills Consistently demonstrates clear and concise written and verbal communication skills

Education:

Bachelor's degree/University degree or equivalent experience Master's degree preferred

Job Family Group:

Operations - Core

Job Family:

Operations Support

Time Type:

Full time

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Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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