Vendor Manager

8+ years of expertise in vendor/BPO management, operations, or related fields. Strong analytical background. Proven ability to drive vendor accountability through scorecards, governance, and structured interventions. Track record of leading large, cross-functional programs with measurable business impact. Exceptional communication and influencing skills with internal and vendor executives. Experience managing vendor networks of 2,000+ agents across multiple geographies (preferred). Industry background in fintech, technology, or high-growth customer operations (preferred). Knowledge of compliance-heavy functions (Fraud, Payments, Compliance) (preferred). Skilled at turning complex data into clear narratives for senior leadership (preferred).

Own vendor performance across 1-2 functional PODs, including CSAT, SLA, compliance, and QA outcomes. Lead executive-level vendor governance. Define operational strategies for vendor allocations, specialization, and performance recovery. Partner with the Business Analyst team to shape metrics and dashboards. Use data to diagnose performance gaps, validate trends, and prioritize interventions. Run ad-hoc analyses and scenario modeling. Lead initiatives requiring coordination across Operations, Compliance, Product, Risk, Training, QA, and WFM. Translate vendor insights into cross-functional actions. Act as senior escalation point for systemic vendor or POD-level issues. Drive key initiatives such as POD specialization rollouts, vendor migrations, or regulatory implementations. Design and execute structured change programs. Champion continuous improvement and innovation across the vendor network.