Sr. Manager, Partner Management Services and Support

As the Senior Manager, Partner Management Services and Support, you will play a crucial role in driving our department objectives to fruition. This comprehensive position spans the full gamut of vendor management tasks, including contract negotiations, financial oversight, and performance evaluation. Your expertise in project and vendor management, combined with your financial savvy, will be instrumental in navigating the complexities of this dynamic role. If you are a strategic thinker with a passion for excellence and a track record of thriving in interdisciplinary environments, we invite you to bring your talents to our team and contribute to our continued success.

Responsibilities:

• Contract Management: Engage in the examination, negotiation, and administration of contracts with Business Process Outsourcing (BPO) partners, ensuring advantageous terms, adherence to corporate guidelines, and risk reduction. Monitor contract expiration dates, initiating renewals or renegotiations proactively.

• Financial Oversight: Manage and negotiate BPO-related expenditures, aligning with fiscal plans and objectives, while exploring avenues for cost reduction. Perform designated audits to verify financial compliance, ensuring vendor transactions conform to organizational standards and regulatory requirements.

• Process Management: Development and maintenance of consistent global processes, SOG’s and associated tools.

• Global Headcount Oversight: Supervise the global headcount procedures in collaboration with the partner operations team.

• Invoice Processing: Validate and authorize invoice payments, reconcile with labor hours, and guarantee prompt and precise processing. Aggregate and analyze vendor payment data that influences SLAs to foster ongoing enhancement and adherence.

• Risk Assessment: Identify and address potential vendor-related risks, formulating and executing strategies to mitigate them. Partner with infosec to ensure relationships are in compliance

• Create a balanced scorecard for the BPO partner portfolio

• Performance Analysis: Leverage existing reports to pinpoint performance and SLA discrepancies. Assess the operations between our partner teams and providing business critical insights to optimize the operations. Contribute to the development and delivery of training for both the internal team and BPO leadership.

• Interdepartmental Cooperation: Work in tandem with departments such as Procurement, Legal, Finance, and Operations to align vendor strategies and ensure seamless communication. Work in a highly matrixed and distributed environment. Collaboration, especially as a specialist at getting things done, all with a positive demeanor

Qualifications:

• Educational Background: A bachelor’s degree in business administration, Finance, Management, or a related discipline is required. An advanced degree, such as an MBA, is advantageous.

• Professional Experience: A minimum of 8 years in contact center operations, project management, and/or vendor management is essential, prefer at least 3 years in a leadership capacity.

• Vendor Relations Expertise: Demonstrated ability in handling intricate vendor partnerships, adept at contract negotiations, and proficient in expenditure management.

• Industry Knowledge: A thorough understanding of vendor management principles, contract administration, and financial compliance is necessary. Communication Skills: Exceptional abilities in communication, negotiation, and interpersonal relations are crucial. Ability to clearly and regularly communicate to senior executives on strategies, goals, and status

• Ability to establish relationships with key business partners, drive innovation and change across fields by gaining results through influence

• Financial Management: Experience in budget administration, financial planning, and cost efficiency is expected.

• Project Management Skills: Familiarity with project management frameworks (e.g., PMP, Agile) and related tools is preferred.