Vendor Strategist - BPO at Mercury

, Newfoundland and Labrador, United States -

Full Time

Start Date

Immediate

Expiry Date

09 Feb, 26

Salary

187500.0

Posted On

11 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Vendor Management, Capacity Planning, Data Analytics, Cross-Functional Collaboration, Operational Efficiency, Contract Management, SLA Development, Performance Management, Resource Forecasting, Governance Models, Outsourced Operations, Program Management, SQL, Fintech Experience, Startup Experience

Industry

Financial Services

Description

“No one can whistle a symphony. It takes a whole orchestra to play it.” — H.E. Luccock Role Overview Mercury's Vendor Strategy team is seeking a Vendor Strategist focused on Business Process Outsourcing (BPO) partnerships, for Customer Support. This role combines traditional vendor management responsibilities with strategic planning and capacity planning expertise, and offers significant opportunity to shape Mercury's vendor strategy during a period of substantial growth. The ideal candidate will be capable of both strategically expanding Mercury’s vendor ecosystem, and methodically optimizing our existing partnerships. About Our Team The Vendor Strategy function at Mercury manages risk outsourcing initiatives across two principal domains: company-wide Business Process Outsourcing (BPO) and Risk Platform SaaS (KYC, KYB, IDV, AML, etc…). We're growing the team to better manage our expanding vendor ecosystem, address rapidly evolving needs, and drive strategic value for Mercury. Key Responsibilities Vendor Management: Own and develop comprehensive strategy for BPO utilization and growth, develop and implement governance programs for BPO providers, optimize outsourced workflows, and support new outsourcing initiatives Operational Efficiency: Lead capacity planning initiatives, resource forecasting, real-time management, and strategic staffing optimization to ensure operational efficiency Data Analytics & Planning: Create performance dashboards, structured data evaluation frameworks, and support optimization of overall outsourcing efficiency Cross-Functional Collaboration: Work with product, compliance, and strategic finance teams to ensure alignment with Mercury's broader objectives Operational Metrics Management: Drive and own key performance indicators including AHT, SLA, service delivery, QC, staffing efficiency and cost optimization Strategic Initiatives: Take over day-to-day management of BPO operations, build frameworks for outsourcing new lines of business, and develop comprehensive governance models for BPO vendors Qualifications 6+ years of experience in vendor management, partnership management, or related field, preferably working with offshore BPO operations in the Customer Support domain Demonstrated experience in capacity planning, resource forecasting, and related operational functions Strong analytical skills with proficiency in data analysis, third-party performance management, and workforce planning Experience with contract management, SLA development, and vendor governance Preferred Skills & Experience Operational planning experience in startup or fintech environments SQL or other data analysis capabilities Experience managing outsourced operations Program management background with ability to collaborate cross-functionally Contract negotiation and RFP experience Fintech or banking experience Startup experience The total rewards package at Mercury includes base salary, equity (stock options), and benefits. Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers. Our target new hire base salary ranges for this role are the following: US employees (any location): $166,600 - $187,500 Canadian employees (any location): CAD 157,400 - 177,100 *Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC. Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role. We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024. [Please see the independent bias audit report covering our use of Covey for more information.] #LI-SN1

Responsibilities

The Vendor Strategist will own and develop a comprehensive strategy for BPO utilization and growth, while also leading capacity planning initiatives to ensure operational efficiency. This role involves managing key performance indicators and collaborating with various teams to align with broader company objectives.