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Customomer Experience - Vendor Manager

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 Manager will report to the Market/Region lead, and own the performance management and service delivery of our BPOs in the region. This role is accountable and responsible for BPO interactions, as well as internal stakeholders playing a role in the support operations.
We are looking for someone passionate about leading customer service processes and who has worked within customer service networks.

What you will do:

    • Implementation of Projects & Pilots
    • Responsible for driving operational excellence across our Contact Center BPO network and partner with the teams to positively impact our customer experience and delivery operations.
    • Collaborate with cross-functional team and be a strategic partner to Vendor Delivery Management
    • Lead through partnership and collaboration in leveraging resources to improve training, quality, and performance management
    • Manage our BPOs KPIs and build a mindset where over-delivering is key
    • Focus on contact resolution, quality and efficiency related metric
    • Operational Compliance & Risk management and mitigation
    • Build reporting and monitor service delivery to ensure performance meets standards
    • Troubleshoot gaps in performance and remediate

Basic Qualifications:

    • Experience in Operations, Program Management, Vendor management within a Customer Experience or Operations capacity 
    • Bachelor's degree or equivalent experience
    • Experience with customer support and outsourcing environment

Preferred Qualifications

    • Relevant experience in vendor management at a fast-paced start-up or tech company
    • Outstanding written and verbal communication and interpersonal skills
    • Strong stakeholder management skills; ability to strategically align and get buy-ins from business partners
    • Experience leading process re-engineering and operational excellence projects
    • Exposure to sales, growth, and customer support outsourcing
    • Exposure working in a cross-functional, multi-geography setup
    • Lean Six Sigma trained or certification
    • PMP trained or certification
    • COPC trained or certification

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