Liberty Data Analytics

Job Description

Role

AVP - Vendor Management

Level Description

Vendor Management

Job Summary

• Act 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 requirements

Vendor Performance Management

• Oversee vendor health on operational performance and works collaboratively with vendors & business/vendor Ops to implement corrective actions, wherever necessary

• Provides 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 adequacy

• Discuss 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 improvement

• Review IT and Compliance Governance with people practices, quality framework adherence and staffing/capacity with vendors

Financial / Budgetary Responsibilities

• Responsible 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 Vendors

• Makes recommendations to senior leadership for plans to reduce cost by improving process efficiencies while still meeting all key performance metrics

Transition Management

• Owns actual transition of work basis Global Ops transition framework and the inputs provided by functional team

• Owns GRS transition standards and assists with frameworks, training curriculum and re

• Work with vendor for migration planning, hiring requirements and IT set up

• Coordinate with Business / Vendor Ops teams to extend support to vendor during transition and seek reasonable extensions wherever required

• Supports 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 Improvement

• Keeps 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 Management

• Establishes and maintains productive working relationships with stakeholders both internal & external (vendors).

• Responsible for developing and implementing strategic standards and procedures to ensure relationship effectiveness

Strategy

• Works with the manager to develop a proposal and recommendations on the Canon BPO vendor partnership and day to day operations

• Works 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.