Consumer Vendor Manager

1 day ago

Iloilo City, Western Visayas, Philippines beBeeVendor Full time $80,000 - $100,000
Business Process Operations Specialist

We are seeking an exceptional Business Process Operations Specialist to oversee and manage third-party vendors within our Consumer domain for Business Process Outsourcing (BPO) operations.

The ideal candidate will possess in-depth knowledge of Consumer support requirements, vendor management best practices, and a proven track record of effectively managing vendor relationships. This role plays a critical part in ensuring adherence to regulatory and quality standards and operational excellence within our organization.

Key Responsibilities:

  • Performance and relationship management of BPO Vendors
  • Generate insights and present it to Vendors and Internal stakeholders
  • Create and/or execute strategies to improve vendor performance
  • Ensure vendors are compliant with our requirements policy wise and contractually
  • Find solutions to performance related problems with a Lean Six Sigma mindset
  • Drive continuous improvements and quality performance of partner metrics such as quality (CSAT, Resolution Rate, FCR), productivity, staffing, training, attrition, and efficiency.
  • Hold vendors accountable to executing our operational excellence & contractual standards
  • Participate with cross-functional teams in strategic decisions designed to meet quality and service goals
  • Identify, analyze, and resolve a wide range of technical, process, and operational issues, providing quick and conclusive solutions
  • Identify improvement opportunities through building mechanisms that will uncover improvement opportunities, build effective solutions to improve ideally automation or digitisation
  • Travel 30 - 40%

Requirements:

  • 3+ years of relevant vendor management or Consumer Operations experience
  • Experience leading BPO operations (preferably in the Consumer space) or directly relevant Consumer Operations (Financial sector)
  • Excellent communication skills and styles, both written and verbal. Demonstrated ability to effectively present information to internal and external audiences
  • Proven ability to lead and coordinate multi-disciplinary projects and initiatives in a fast-paced and deadline-oriented business environment with broad impact
  • Demonstrated ability to use data to drive operations improvements
  • Extensive understanding of our business operations and industry.
  • Knowledgeable of emerging trends and industry practices

Nice to Haves:

  • Experience using BI tool such as Looker and Salesforce
  • SQL experience a plus
  • Six Sigma certification
  • PMP certification
  • Experience with and/or keen interest in cryptocurrency

This role requires strong analytical and problem-solving skills, excellent communication and interpersonal skills, and the ability to work in a dynamic and fast-paced environment. The successful candidate will be able to demonstrate a deep understanding of Consumer support requirements and vendor management best practices, as well as a proven track record of effectively managing vendor relationships.

If you are a motivated and results-driven professional looking to take your career to the next level, please apply for this exciting opportunity

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