Outsourced Vendor Manager

Responsibilities

• Monitoring the performance of assigned employees, providing real-time support
• Maintaining daily communication with outsourcing vendor teams via e-mail and video conference calls
• Maintaining accurate daily outsourced vendor employee rosters including new hires, terminations, and cross training
• Maintaining daily, weekly, and monthly performance and SLA reporting
• Completing and providing daily, weekly, and monthly operational performance analysis and reporting and identifying trends, outliers, and opportunities for improvement
• Investigating any coaching opportunities identified by operations leadership and advising outsourced vendors regarding needed training, re-training, or corrective action
• Troubleshooting login or system issues
• Designing, implementing, and managing strategic initiatives for the outsourced vendor teams
• Maintaining necessary shared electronic files and records
• Researching, identifying, communicating, and resolving issues impacting the performance of teams and systems
• Coinciding with departments and leadership throughout the organization to gain buy-in and implement new processes to achieve greater operational efficiency
• Developing resource materials for new and existing processes and procedures
• Performing all other duties as assigned by senior leadership

Qualifications & Skills

• Bachelor’s Degree preferred
• 3+ years of prior supervisory experience managing direct reports, training or operational performance
• Demonstrated ability to work in a team environment, teach others and provide constructive feedback
• Excellent written and oral communication skills with various levels of audience
• Demonstrated ability to learn and navigate multiple PC and web based applications
• Demonstrated ability with Microsoft Office applications, especially Outlook and Excel
• Ability to work in fast-paced, changing environments
• Demonstrated ability to identify, communicate and resolve issues effectively
• Demonstrates a high degree of initiative, responsibility, persistence, and ownership