CS Vendor Manager

Responsibilities

• Keep the vendor accountable for providing services to Wise according to contractual agreements.
• Monitor and ensure the vendor is performing according to expectations on a weekly/monthly basis.
• Organise and own Business Reviews; hold vendors accountable for performance reporting cadences.
• Educate the vendor on the specifics of Wise metrics and the product offering to ensure appropriate service delivery.
• Manage the quantity of projects achieved within set deadlines for the Coordinator, reflecting their proficiency in project management and ability to drive initiatives forward.
• Understand the Wise product offering, enabling to make decisions on what is appropriate service delivery for Wise.
• Stay abreast of changes in workflows, processes, and tools to mitigate negative impacts on performance.
• Plan and deliver requirements for Service Delivery Gates (SDGs); collaborate with leadership on growth holds or cancellations if targets are missed.
• Manage and ensure success of Certification needs for Trainers, and be aware of initiatives driven by Wise Training team and Vendor to help under-performers improve.
• Have a well-documented overview of all promises and delivery from their vendor, which is accessible for relevant parties.
• Identify and address repeat issues with status of delivery.

Requirements

• Experience in vendor management and outsourcing.
• Strong communication and collaboration skills.
• Ability to manage multiple vendors and stakeholders across different time zones.
• Proficiency in managing vendor performance and capacity.
• Understanding of Wise's product offering and metrics.
• Knowledge of Wise's Servicing Strategy and how it relates to the specific VM team.
• Experience with Wise's BI tools and data analysis.
• Ability to manage and train a team of agents.
• Experience with workforce management tools and contact handling tools.
• Experience with Jira and Confluence for documentation and project management.

Qualifications

• Bachelor’s degree in Business Administration, Computer Science, or a related field.
• At least 5 years of experience in vendor management and outsourcing.
• Proven track record of managing vendor performance and capacity.
• Experience with Wise's BI tools and data analysis.
• Experience with workforce management tools and contact handling tools.
• Experience with Jira and Confluence for documentation and project management.

Skills

• Excellent communication and interpersonal skills.
• Strong organizational and project management skills.
• Ability to manage multiple vendors and stakeholders across different time zones.
• Experience with Wise's BI tools and data analysis.
• Experience with workforce management tools and contact handling tools.
• Experience with Jira and Confluence for documentation and project management.

Benefits

• Flexible work schedule.
• Remote work options.
• Health insurance.
• Retirement savings plan.
• Professional development opportunities.

Pay

• $80,000 - $90,000 annually.

Schedule

• Full-time position.
• Flexible work schedule.
• Occasional travel to vendor sites in Mexico, Colombia, and Brazil.