Manager, BPO Supplier Performance Management

Job Description

Job Summary

The Manager, Supplier Performance Management is a member of the Corporate Procurement team supporting the oversight of 1-2 key Business Process Outsourcing (BPO) suppliers. This role is critical in ensuring vendor performance meets established service level agreements (SLAs), contractual obligations, and continuous improvement goals. The role is a pivotal part of the Procurement lifecycle ensuring effective contract performance, identifying and mitigating third party risk, and fostering strong relationships with our most strategic suppliers.

Expected Contributions

Supplier Relationship Management

• Act as the day-to-day liaison for 1-2 BPO suppliers, fostering positive and productive working relationships. • Develop strong relationships between the VMO, key suppliers personnel, and business stakeholders to foster collaboration and mutual success; create one enterprise voice for multi-service suppliers and MSPs. • Organize and facilitate monthly operational reviews and quarterly business reviews (QBRs) with suppliers and internal stakeholders. Prepare and distribute meeting agendas, performance dashboards, minutes, and follow-up actions. • Drive process improvements to resolve issues, conduct joint strategic planning, enhance efficiency, cost savings, and risk management.

Supplier Performance Management

• Track, analyze, and report on supplier service level performance against agreed SLAs and KPIs. • Own escalations and involve stakeholders to drive root cause analyses and solutions to urgent, high exposure issues and events. Drive stakeholder agreement and commitment to remediation plans. • Ensure deliverables and obligations are reviewed and approved by MVW business leads. • Facilitate supplier Performance Assessments on a quarterly basis. Track and monitor improvement plans and other action items.

Supplier Contract & Risk Management

• Validate and manage invoices and monitor compliance with contractual obligations and resolve any disputes efficiently. • Collaborate with Contract Management colleagues to manage contract changes / revisions, draft and implement SLAs and resolve contract issues - including negotiation and collection of credits as applicable. • Manage post-contracting processes including resource/demand management, service requests authorization, and renewal/exit strategy & planning. • Collaborate with TPRM and Risk Domain colleagues, such as Finance, IT Security, Privacy, and Risk Management to identify and mitigate risks associated with key supplier agreements.

Candidate Profile

Education

Bachelor's degree, in Business Administration, Supply Chain Management, Economics or related field, or commensurate experience required.

Experience

3+ years of experience in vendor management, procurement, or a related field. Familiarity with vendor governance frameworks and BPO environments. Experience using vendor management platforms.

Skills and Attributes

• Strong experience leading core strategic supplier relationships, pulling together various stakeholders across services and functions to create one enterprise voice in the relationship. • Proven experience working with cross-functional teams, including Legal, Finance, Tax, and IT stakeholders in a large corporate environment. • Proficiency in contract management software (CLM) and other productivity tools (e.g., Microsoft Office, SharePoint). • Ability to lead a team, evaluate competing objectives, and prioritize multiple projects in a fast-paced environment with attention to detail.

Job Requirements

#US Corporate