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Customer Experience - Vendor Delivery Manager

  • Location


  • Sector:

    Financial Services and Banking, Technology

  • Job type:


  • Contact:

    Jevon Barnes

  • Contact email:

  • Salary high:


  • Salary low:


  • Published:

    6 months ago

  • Expiry date:


  • Startdate:


HW is currently supporting the scale of a global fintech that are running a project to develop and optimise their business operations across the group. This team is all about organizational behaviour, to analyse how people, teams, and even entire sections of the company, how it can be enhanced to achieve the best results. This area have a deep understanding of how the organization operates and continually identify new challenges and design tools and solutions to meet them.
Vendor Delivery Manager 
As a Vendor Delivery Manager you will own the overall outsourcing strategy, business relationship and budget for our outsourced operations across a specific region. This includes interacting with multiple BPOs in various rightshoring locations as well as internal stakeholders playing a pivotal role in the support operations.
We are looking for someone passionate about leading customer service processes and who has worked within BPOs across various geographies.

What you will do

  • Have an overview of the service operations and identify and act on outsourced business risks and opportunities.
  • Oversee existing vendor relationships across various geographies.
  • Be responsible for and manage delivery, vendor KPI fulfillment and act on deviations if necessary.
  • Dig into details, identify gaps and opportunities in delivery to drive change by analysing large data sets
  • Represent our clients perspectives in vendor discussions and negotiations.
  • Represent the Partner perspective and objectives in internal discussions and negotiate win-win solutions that meet both parties' expectations.
  • Liaising with a vast number of teams within the business to secure impactful delivery of consumer value.
  • Adherence of commercial agreements and follow up on budget
  • Provide hands-on leadership and support cross-functional teams
  • Change management processes
  • Support business-critical communication and changes impacting vendors
  • Operational improvements
  • Manage small- to large-sized projects across various geographies to optimize delivery
  • Conduct analysis to identify improvement areas, efficiency gains, data quality enhancement, forecast accuracy, business intelligence etc together with relevant stakeholders
  • Provide feedback about improvement opportunities to relevant stakeholders

You might have:

    • Experience in delivery of complex projects spanning multiple teams and functions 
    • Project management and negotiation skills
    • Contact centre, BPO experience with regards to consumer operations
    • Extensive experience in cost/budget allocation
    • Workforce Management experience
    • Worked with external partners, supply chain management 

Who you are:

    • You think, act and communicate clearly and confidently with team members and stakeholders across the company. You are comfortable partnering with individual contributors, vendors and executives. 
    • You understand the dynamic and importance of change and stakeholder management and you have the ability to influence others to make the team to quickly adapt to new ways of working and thinking.
    • You are able to focus on the big picture and dive deep into the details when it’s appropriate. In addition to this, you have a strategic mindset and have a strong drive and capability to deliver according to deadlines with high quality and strive to always improve and reach high-set standards. You are fluent in both verbal and written communication in English. 

If this is a role that sounds interesting, please don't hesitate to reach out for further more information: