Vendor Manager - Onsite at Western & Southern Financial Group

Fremont, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

02 Jun, 26

Salary

0.0

Posted On

04 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Vendor Management, SLA Monitoring, Contract Negotiation, Performance Benchmarking, KPI Management, Data Analysis, Compliance Oversight, Stakeholder Management, Process Improvement, Project Management, Strategic Thinking, Cross-functional Team Leadership, Verbal Communication, Written Communication, Microsoft Office

Industry

Financial Services

Description

Overview Executes all aspects of the Vendor Management Program for the Contact Center, ensuring that vendor operations align with business objectives and service expectations. Responsible for developing and implementing enhancements to the vendor management program, ensuring it is appropriately scaled to meet the complexity and needs of the Contact Center. Provides leadership and strategic oversight of external third-party vendor relationships, ensuring adherence to performance standards, contractual obligations, and compliance requirements. Responsibilities include establishing and monitoring SLA's, tracking performance against contractual terms, and identifying areas for improvement to enhance vendor efficiency and effectiveness. Serves as the primary liaison between legal, operations, quality, training, and other key stakeholders. Responsibilities What you will do: Serve as key leader and single point of contact for all vendor-related interactions, driving a unified approach to vendor management and collaboration. Develop and implement long-term vendor relationship strategies that align with organizational goal and customer experience objectives Establish, monitor, and elevate performance benchmarks for vendors, ensuring consistent achievement and exceeding of KPIs. Ensure optimal staffing to meet contact center needs while balancing vendor budget Lead data-driven monthly business reviews, leveraging analytics to identify trends, strengths, and areas for improvement. Oversee all aspects of vendor compliance, ensuring strict adherence to contractual agreements, industry regulations, and Gerber Life's standards of excellence. Partner with internal teams, including Operations, Legal, and Compliance, to streamline processes and align vendor activities with organizational objectives. Oversee vendor onboarding and integration processes, ensuring new partnerships are established effectively and meet operational standards Assist in interpreting and writing contracts Performs other duties as assigned. Complies with all policies and standards. Qualifications Bachelor's Degree Or equivalent work experience - Preferred 3-5 years of successful experience in managing, developing, coaching, and motivating high-performing contact center teams (experience in Financial Services, Sales, or Customer Experience considered a plus) - Required Vendor management experience considered a plus - Preferred Experience in writing, interpreting, and negotiating contracts considered a plus - Preferred Contact Center experience considered a plus - Preferred Insurance industry experience considered a plus - Preferred Proven experience managing and leading successful cross-functional teams - Preferred Proven track record for over-achieving goals, targets, improving processes, creating efficiencies and enhancing processes. Includes ability to hold self and others accountable for achieving objectives. - Preferred Proven strong project management skills; must cite examples of identifying, developing, organizing, initiating and executing a project and successfully accomplishing set goals. - Preferred Demonstrated ability to work cross-functionally to achieve common goals. - Preferred Proven skill in strategic thinking and sound decision making. - Preferred Must be self-directed and highly motivated with the flexibility necessary to operate in a fast-growing and fast-paced environment. - Preferred Flexibility and ability to adjust to changing priorities and new strategies. - Preferred Strong knowledge of Microsoft Office products - Preferred Proven and demonstrated excellent verbal and written skills. - Preferred Life and Health Insurance License in home state Upon Hire - Required Work Setting/Position Demands: Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings. Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis. Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned. Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis. Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions Performs substantial movement of wrists, hands, and fingers for continuous computer work. Extended hours required during peak workloads or special projects/events. Associate must be able to travel via airplane Associate must be able to travel via car Occasional after-hours work needed Travel Requirements: 5% travel May be required to travel to home office or for conferences and trainings

Responsibilities

This role executes the Vendor Management Program for the Contact Center, ensuring vendor operations align with business objectives and service expectations, while providing strategic oversight of third-party relationships. Responsibilities include establishing and monitoring SLAs, tracking performance against contracts, and serving as the primary liaison between internal departments like legal, operations, and quality.