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Vendor Manager

Company: Cinch Home Services, Inc.
Location: Boca Raton
Posted on: April 9, 2021

Job Description:

Opportunity.Create.Publishing.ThirdPartyJobBoards.MoreInfoModal.Title OpportunityDetail.CompanyInformation.Locations Description: We are seeking a dynamic Vendor Manager - Contact Center BPO to oversee the relationship management of all complex Business Process Outsourcing (BPO) vendors for our Customer Service 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 CCHS and reports to the Director, Operations. Responsibilities:

  • Partners with internal stakeholders and business partners 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
  • Ensure governance and value tracking processes for assigned suppliers are effective and in compliance with CCHS Third-Party Oversight policy and in alignment with established category 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 action and mitigation plans.
  • Orchestrate and facilitate governance meeting between senior leadership from CCHS 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.
  • Responsible for tracking and validating the outsourcing budget and reviewing & approving (up to authorized approval limits) and/or recommending to senior management that they approve (when spend exceeds approval limits) all invoices submitted by the Provider. Invoices are complex in nature and must be validated against provisions set forth in Service Delivery Contracts. Qualifications:
    • Bachelor's degree in business administration
    • 3+ years' experience in outsourcing strategy and implementation
    • 3+years' experience in outsourcing benchmarking, market analyses and financial negotiations
    • Master knowledge of contract terms and conditions (T&C)
    • Experience managing external teams and/or relationships
    • Excel modeling skills and PowerPoint presentation skills
    • Must be on call holidays and weekends, contact center is 24x7x365
    • 10-20% Travel - including trips within an annual cycle required

Keywords: Cinch Home Services, Inc., Boca Raton , Vendor Manager, Executive , Boca Raton, Florida

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