Job description

Implement and execute value-driven vendor partnerships through effective onboarding, business process alignment and operational performance reporting. Responsible for ensuring that value is achieved as anticipated from smaller and/or less complex outsourced relationships. Serve as liaison between applicable business leads, vendors and internal teams to identify service needs, provide inputs to vendor contracts and provide issue resolution support. Monitor vendor services and performance against contracted service levels, maintain quality, service availability and efficiency, and take corrective action if needed to address deficiencies.

What You'll Do

Manage day to day relationship between business and vendor(s) to ensure seamless and effective delivery of outsourced services.
Primary communicator/liaison between vendor and business stakeholders to answer questions, provide performance metrics updates, manage capacity and demand, and remediate escalations as needed.
Facilitate vendor onboarding process through effective communications, site visits and training to educate the vendor on program/product/operational details and successfully transition business processes and/or operations.
Partner with business leads to understand evolving service needs and expectations, define business requirements, and work with the vendor to improve capabilities.
Establish and coordinate ongoing service level metric/performance reporting to monitor vendor performance and ensure contractual obligations and/or other performance agreements are met.
Analyzes information to determine if there are gaps in performance and how to best address through process improvements, training and/or other interventions.
Define internal process for handling high severity and stagnant issues/events; escalate and partner with internal business partner for remediation as needed.
Ensure adherence to standard procedures for vendor governance, including data access and security.
Review vendor work for quality issues, design and administer customer surveys and other feedback processes and lead formal vendor service reviews and/or audits as needed.
Provides inputs to vendor contract negotiations to ensure vendor contracts align to business strategy.
Collaborate with internal business partners on vendor strategy discussions, providing data, knowledge and feedback on vendor operations from the business perspective.

What You'll Bring (Hiring Requirements)

Bachelor's degree or advanced degree (where required)
3+ years of experience in related field.
In lieu of degree, 5+ years of experience in related field.

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