Vendor Operations Manager Vendor Operations Manager …

Experian Information Solutions Incorporated
in Lucas, TX, United States
Permanent, Full time
Be the first to apply
Competitive
Experian Information Solutions Incorporated
in Lucas, TX, United States
Permanent, Full time
Be the first to apply
Competitive
Vendor Operations Manager
🌎 English English (United Kingdom) Espaol Portugus (Brasil) () This job posting isn't available in all website languages ☰ Vendor Operations Manager New 📅 2 days ago Post Date 📅 196133 Requisition # Apply for Job Share this Job Experian Scottsdale Office

Experian is the leading global information services company, which helps organizations to manage credit risk, prevent fraud, provide data security and automate decision making. With operations stretching globally, we are 17,000 people strong, supporting clients and operations in more than 80 countries. Generating nearly $5 billion in revenue annually, Experian is primed for growth and searching for the most talented and innovative people to join our family and take us to new heights.

We are searching for a Vendor Operations Manager to join our North America Contact Center (MCE) team. The purpose of the Vendor Operations Manager role is to serve as the tactical interface for our outsourced contact center partners across all contact types supported. Our outsourced partners are expected to be in sync with internal teams from an operational excellence, customer experience, and productivity standpoint, rapidly changing pace as necessary in our dynamic business environment

Essential Duties & Responsibilities

  • Primary operational point of contact for the outsourced partner teams; funnel information back and forth between internal team leaders and outsourced partner operational leaders
  • Manage performance of outsourced partners against key contact center operational KPIs, ensuring that partners consistently meet or exceed performance objectives
  • Jointly deliver a strategic road map for Vendor Management and relevant vendor partnerships, to deliver cost savings and added value to solutions
  • Establish regular governance meetings with vendors in line with the defined governance framework
  • Focus on building relationships with vendors, to drive partnership. Engage key stakeholders in vendor relationships and act as the point of escalation where necessary
  • Manage and report on vendor performance to SLAs and quality of service, drawing out themes/trends and identifying opportunities for improvements
  • Facilitate the operational ramp up/ramp down of vendor resources, applying lean processes to deliver acceptable lead time
  • Drive continuous improvement & innovation with vendors, tracking benefits realization
  • Identify opportunities to reduce vendor spend and increase vendor quality and efficiency
  • In addition to the vendor management role, assist in other areas of contact center operations delivery and management as directed by the MCE operations leader

Ideally, we are looking for candidates with the following attributes: 

  • Strong working knowledge of omni channel contact center operations in a supervisory or managerial capacity
  • Strong understanding of contact center KPIs and key levers for performance measurement and improvement
  • Demonstrated ability to manage remote teams, and drive accountability for business results
  • Detail oriented with good analytical skills, organizational skills and basic financial acumen
  • Strong relationship management & collaboration skills
  • Is delivery oriented, self-managing, goal oriented and works well in matrix teams
  • Demonstrated ability to mediate conflict / issue resolution with ability to identify alternative solutions
  • Lean six sigma certification/experience, while not necessary, is highly desired
  • Vendor management experience in regulated, financial services industry is an added advantage but not necessary

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