Job Title

CategoriesJob DescriptionRoleAVP – Vendor Management Level DescriptionVendor Management Job SummaryAct as a primary point of contact to manage any business issues / concerns or help needed items between vendor & business teams.Oversee performance standards set by the business and ensure adherence to contractual obligations by the vendors. Owns actual transition of work basis Global Ops transition framework and the inputs provided by Business/Vendor Ops teams. Collaborate with legal teams, manager and stakeholders to develop contract terms, negotiate service level agreements and pricing to ensure favorable terms for Liberty.Ensure contractual compliance by establishing governance around each contract deliverable.Engage with vendor partners to create a roadmap for productivity commitments, seek business approval on implemented opportunities and track FTE reduction.Work with Risk and BCP teams to ensure adherence to regulatory requirementsVendor Performance ManagementOversee vendor health on operational performance and works collaboratively with vendors & business/vendor Ops to implement corrective actions, wherever necessaryProvides vendor reports and scorecards for BPO vendor health monthly / quarterly for transparency on delivery of KPI’s, SLA’s, etc. Drive re-baselining of SLAs, AHTs, and Staffing at regular intervals to ensure adequacyDiscuss service credits and negotiate on any penalties/chargebacks where applicable with vendor.Collaborate with Business/Vendor Ops to seek opinion around vendor performance and share constructive feedback with vendor to ensure improvementReview IT and Compliance Governance with people practices, quality framework adherence and staffing/capacity with vendorsFinancial / Budgetary ResponsibilitiesResponsible for oversight and spend management of the vendor budget and ensuring that service level agreements are met within financial parameters.Responsible for oversight and spend management of non-BPO NA VendorsMakes recommendations to senior leadership for plans to reduce cost by improving process efficiencies while still meeting all key performance metricsTransition ManagementOwns actual transition of work basis Global Ops transition framework and the inputs provided by functional teamOwns GRS transition standards and assists with frameworks, training curriculum and reWork with vendor for migration planning, hiring requirements and IT set upCoordinate with Business / Vendor Ops teams to extend support to vendor during transition and seek reasonable extensions wherever requiredSupports Vendor Operations team and Manager for LatAM & US, Canon and Non-BPO Vendors for implementing best practices and utilizing project management tools for seamless transitions. Continuous ImprovementKeeps track of contractual efficiency commitments and works with the vendor on a roadmap to deliver them timely.Bring together digital capabilities from vendor partners and coordinate with Business to allow vendor to present the Business case.Collaborate with vendor partners to share knowledge & gather valuable insights on industry trends.Relationship ManagementEstablishes and maintains productive working relationships with stakeholders both internal & external (vendors).Responsible for developing and implementing strategic standards and procedures to ensure relationship effectivenessStrategyWorks with the manager to develop a proposal and recommendations on the Canon BPO vendor partnership and day to day operationsWorks with manager to develop a go-forward operating model on the EBPS supported GRS processes ( Intake & Routing, CSO, Scanning and Indexing) Skills Required- Experience with Power BI and/or Smartsheet preferred-Strong analytical and decision making abilities. - Builds strong working relationships across organizations and cultures at all levels with ability to lead work across multiple stakeholders under competing deadlines and shifting priorities. - Advanced written/presentation/organizational skills, demonstrates ability to lead and get work done through others. - Demonstrates ability to take initiative and ownership with a focus on continuous improvement. - Previous experience working with third party vendors required, US mailroom operations preferred.