AVP, Vendor Management
4 days ago
As a primary point of contact, you will manage business issues/concerns or help needed items between vendors and business teams.
Key Responsibilities:- Oversee performance standards set by the business and ensure adherence to contractual obligations by the vendors.
- Own the actual transition of work basis Global Ops transition framework and inputs provided by Business/Vendor Ops teams.
- Collaborate with legal teams, manager, and stakeholders to develop contract terms, negotiate service level agreements, and pricing to ensure favorable terms for Liberty.
- Ensure contractual compliance by establishing governance around each contract deliverable.
You will engage with vendor partners to create a roadmap for productivity commitments, seek business approval on implemented opportunities, and track FTE reduction.
Vendor Performance Management:- Oversee vendor health on operational performance and collaborate with vendors & business/vendor Ops to implement corrective actions, wherever necessary.
- Provide vendor reports and scorecards for BPO vendor health monthly/quarterly for transparency on delivery of KPI's, SLA's, etc.
- Drive re-baselining of SLAs, AHTs, and Staffing at regular intervals to ensure adequacy.
You will discuss service credits and negotiate on any penalties/chargebacks where applicable with vendors.
Financial/Budgetary Responsibilities:- Responsible for oversight and spend management of the vendor budget and ensuring that service level agreements are met within financial parameters.
- Responsible for oversight and spend management of non-BPO NA Vendors.
- Makes recommendations to senior leadership for plans to reduce cost by improving process efficiencies while still meeting all key performance metrics.
You will own the actual transition of work basis Global Ops transition framework and inputs provided by functional team.
Transition Management:- Coordinate with Business/Vendor Ops teams to extend support to vendor during transition and seek reasonable extensions wherever required.
- Supports Vendor Operations team and Manager for LatAM & US, Canon and Non-BPO Vendors for implementing best practices and utilizing project management tools for seamless transitions.
You will keep track of contractual efficiency commitments and work with the vendor on a roadmap to deliver them timely.
Continuous Improvement:- Bring together digital capabilities from vendor partners and coordinate with Business to allow vendor to present the Business case.
- Collaborate with vendor partners to share knowledge & gather valuable insights on industry trends.
You will establish and maintain productive working relationships with stakeholders both internal & external (vendors).
Relationship Management:- Develop and implement strategic standards and procedures to ensure relationship effectiveness.
You will work with the manager to develop a proposal and recommendations on the Canon BPO vendor partnership and day-to-day operations.
Strategy:- Develop a go-forward operating model on the EBPS supported GRS processes (Intake & Routing, CSO, Scanning and Indexing).
- Experience with Power BI and/or Smartsheet preferred.
- Strong analytical and decision-making abilities.
- Builds strong working relationships across organizations and cultures at all levels with ability to lead work across multiple stakeholders under competing deadlines and shifting priorities.
- Advanced written/presentation/organizational skills, demonstrates ability to lead and get work done through others.
- Demonstrates ability to take initiative and ownership with a focus on continuous improvement.
- Previous experience working with third-party vendors required, US mailroom operations preferred.
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