Location
Boca Raton, FL | United States
Job description
Vendor Manager
Description:
We are seeking a dynamic Vendor Manager to oversee the relationship management of all complex Business Process Outsourcing (BPO) vendors for our contact centers. The Vendor Manager helps manage and mitigate the various kinds of risks associated with these complex relationships while strategically driving the vendor's performance and identifying cost savings opportunities The role of the BPO Vendor Manager is to take full accountability for governing large scale, multi-million dollar contract BPO vendors across the four pillars of Contract, Financial, Performance and Relationship management. Governance will require engagement and partnership with various stakeholder groups within CHS and reports to the Senior Manager, BPO Management.
Responsibilities:
- Work with the Senior Leaders to define vendor strategies that align with the broader BPO strategy.
- Identify opportunities and present solutions leveraging BPO vendor capabilities to solve Business Unit problems/challenges.
- Coordinate the transition of work with existing vendors or internal business units to new suppliers.
- Develop deep expertise of operations that are being outsourced to the supplier and develop effective solutions to both operational and contractual problems.
- Track and have accountability for the accuracy of all BPO invoicing. Invoices are complex in nature and must be validated against provisions set forth in Service Delivery Contracts.
- Ensure governance and value tracking processes for assigned suppliers are effective and in compliance with CHS policies and in alignment with established strategies.
- Serve as vendor specific subject matter expert pertaining to delivery of third-party services and performance, financial & contract management throughout the life of the relationship.
- Develop and manage issue and risk actions, and mitigation plans.
- Orchestrate and facilitate governance meeting between senior leadership from CHS and Vendor leadership. Develop and manage the Agenda for these discussions such that it creates meaningful and valuable engagement on both sides
- Build and maintain excellent relationships with internal clients and colleagues at all levels.
- Review and finalization of vendor performance reports submitted by service provider governance team.
- Other duties as assigned.
Qualifications: - Bachelor's degree in business administration and 5+ years related experience or a combination of experience and education.
- 3+ years' experience in outsourcing strategy and implementation
- 3+years' experience in outsourcing benchmarking, market analyses and financial negotiations
- Solid knowledge of contract terms and conditions (T&C)
- Experience managing external teams and/or relationships
- Excel modeling and PowerPoint presentation skills
- Must be on call holidays and weekends, contact center(s) may be 24x7x365
- 10 - 20% Travel - including trips within an annual cycle may be required
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
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