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Vendor Manager Jobs

Company

Green Dot Corporation
Address , Remote
Employment type FULL_TIME
Salary
Expires 2023-07-20
Posted at 11 months ago
Job Description
We’re looking for talented professionals, anywhere in the United States, to join us in bringing smart money management and payment solutions to everyone’s fingertips.
At Green Dot, we are evolving to a new and permanent “Work from Anywhere” model designed to maximize the benefits of remote work, promote and enable a strong culture of performance and connectedness, and attract the best and brightest talent who align with our entrepreneurial spirit and mission.
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JOB DESCRIPTION
As Vendor Manager, your priority would be to create the best possible experience for our clients and constantly look to improve operational services. Primary responsibilities will be focusing on driving excellent client experience at scale through the leveraging of outsourced labor.
You will be responsible for managing vendor relationships across the vendor life cycle phases, and for Vendor performance improvement methodologies that support world class Service Delivery. The Vendor Manager will provide governance and oversight for the enterprise-wide third-party management program. This role will ensure all third parties are on-boarded, contracted, managed, and terminated according to the third-party risk management policy. This role will also maintain procedural documents and provide reporting for the team.
Responsibilities
  • Own review and ensure satisfaction of all key scorecards established for vendors to adhere to in their SOWs, including agent performance score cards, Contact Center Performance scorecard, aux reporting, Customer Experience targets like CSAT, FCR and QA scores, and all monthly contractually obligated performance metrics.
  • Manage a portfolio of internal clients driving operational process improvements for vendor management offices.
  • Manage and scale multiple vendor engagements across multiple programs, whilst driving operational efficiencies and excellent client services.
  • Own vendor periodic reporting and reviews: WBRs, MBRs, ad-hoc standups, key updates to internal stakeholders and exec teams.
  • Prepare Monthly Enterprise Vendor Management Service reporting (leveraging ServiceNow) - focusing on service levels, risks, issues, proactively identified opportunities and ideas for improvements.
  • Partner with the Customer Success Team, the Workforce Management Team, the Training and QA team, and all other CES and Green Dot teams, to ensure consistently good delivery of services contracted by the vendors to our clients.
  • Support resolution of vendor activities, inquiries, issues, incidents, service requests, and escalations, etc.
  • Develop regular reports on contract milestones, execution, and risk, and inform internal business partners, vendors and management of activities and progress through regular written and verbal communication.
  • Establish good partnership with vendor risk owners and coordinate closely with the vendor risk assessment team to ensure proper engagement and governance is being followed during the onboarding, due diligence phase of vendor management, as well as all phases of the vendor life cycle.
  • Build, support, and implement the development of vendor SOWs, SLAs, as required; Document and track SLAs and SOWs for third party services; Assess contractual SLAs in SOWs, and determine adequacy; develop SLAs, as required.
  • Manage vendors within the vendor portfolio; ensure proper governance of vendors.
  • Maintain vendor and contract data in system of record – Archer – and ensure monthly reports are and performance targets are met, reported, and submitted from vendors to be uploaded in the system.
  • Collaborate with product owners, functional areas and the training and QA team, to develop and communicate standards, processes, and procedures; Maintain and update policies, procedures, and best practices for vendor management of vendor performance and associated risks.
Minimum qualifications:
  • Must be comfortable in fast moving complicated environments.
  • Experience in vendor management, customer support, or customer experience organization.
  • 3 years of experience in financial services.
  • Prior experience working in fluid matrixed organizations.
  • Bachelor’s degree in Business Administration, a related field.
  • 3 years of experience with project management or program management.
  • 5 years of experience in vendor management or service delivery, managing operations across multiple suppliers and geographies within technology or relevant environment.
  • 7+ years of experience
  • Need to display proven entrepreneurial skills, as a self-starter.
Preferred qualifications:
  • Experience effectively engaging with leadership, facilitating discussions about change, influencing stakeholders, and reaching agreement.
  • Excellent problem-solving skills, with the ability to build and maintain financial models.
  • Ability to work well as part of a global team. Effective leadership, organizational, and stakeholder management skills.
  • Experience and certification in project management and process improvement (Six sigma, PMI, CMMI) preferred.
  • Excellent communication and presentation skills.
  • Ability to work in a constantly changing environment and manage priorities according to changing strategic objectives.
  • Experience in a Fintech
POSITION TYPE
Regular
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Green Dot promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Green Dot provides reasonable accommodations for candidates on request and respects applicants' privacy rights.