Vendor Manager - Onsite

Western & Southern Financial Group•Fremont, MI

3h•Onsite

About The Position

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.

Requirements

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
Life and Health Insurance License in home state Upon Hire - Required

Nice To Haves

Bachelor's Degree Or equivalent work experience - Preferred
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

Responsibilities

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.