Vendor Performance

Vendor Performance & Operations ManagerOwn vendor performance, SLA governance and day-to-day delivery across outsourced contact centre partners.Position Purpose & Overview:Webjet is hiring a Vendor Performance & Operations Manager to own the day-to-day performance, governance and commercial oversight of our outsourced contact-centre partners. This hands-on role combines operational delivery, vendor governance, and commercial management driving SLA/KPI performance, running regular WBR/MBR governance, managing invoicing and contract deliverables, and supporting contact-centre footprint optimisation projects.Key Responsibilities:Vendor Oversight & Service DeliveryOwn the day-to-day relationship and performance management of multiple outsourced contact centre partners.Ensure vendors meet service level agreements (SLAs), KPIs, and quality expectations across all customer support channels.Act as a liaison between internal stakeholders and external vendors, ensuring alignment, communication, and accountability.Apply a champion/challenger mindset to evaluate vendor effectiveness and drive continuous performance improvement.Support footprint optimisation efforts to ensure vendor locations, capacities, and capabilities align with evolving business needs.Performance Governance & ReportingLead regular weekly and monthly business reviews (WBRs and MBRs) with vendors to track progress, surface risks, and implement course corrections.Partner with Reporting and Ops teams to develop dashboards and structured reporting for vendor performance.Proactively address underperformance with clear remediation plans and follow-up.Contract & Commercial ManagementManage all aspects of vendor contracts - including renewals, amendments, and compliance with service and commercial obligations.Oversee the monthly billing and invoicing process validate headcount and charges, flag discrepancies, and reconcile with Finance.Track contract deliverables and enforce commercial terms (including penalties or incentive structures) to ensure accountability.Maintain a clean record of active SoWs and commercial agreements aligned to the latest operating model.Qualifications and Experience:5+ years experience in vendor management, BPO operations, or service delivery roles - within a customer service or contact centre environment.Strong working knowledge of SLA/KPI frameworks, workforce models, and quality expectations in outsourced delivery environments.Commercial acumen and hands-on experience managing contracts, outcome-based commercial models, and invoice governance.Experience leading structured vendor governance including WBRs, QBRs, and stakeholder updates.Ability to manage day-to-day operational queries, escalations, and performance risks with confidence and independence.Comfortable driving vendor alignment on process adherence, compliance, and performance.Excellent communication and relationship-building skills with both internal and external stakeholders.Data-literate, with a strong analytical mindset and experience using reporting tools to monitor performance.Experience in travel is a plus.Solutions-focused, resilient, and comfortable working in a fast-paced, lean environment.Measures of Success:Within your first 6-12 months, success in this role will look like:Day-to-day vendor operations are running smoothly, with minimal escalations and a clear rhythm of performance review and feedback.SLA/KPI tracking is in place and visible across the organisation, with underperformance being proactively managed.Monthly billing is validated and reconciled on time, with a clear and auditable process in place.Contracts and SoWs are current, accurate, and reflective of real-world service delivery.You've contributed meaningfully to footprint optimisation efforts, including transitions or consolidations, with minimal disruption.Stakeholders across Operations, Finance, Legal, and Training view you as the go-to for all things vendor-related.Vendor relationships are well-governed, performance-led, and commercially sound.