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About the role
- Establish and Lead Vendor Governance
- Serve as the primary owner of the vendor relationship and operating model
- Establish and facilitate regular governance forums (weekly, monthly, quarterly) with vendor leadership and internal stakeholders
- Define and manage clear escalation paths, issue resolution processes, and decision rights
- Ensure alignment between internal business priorities and vendor delivery plans
- Manage Vendor Performance & Service Delivery
- Own and track vendor SLAs, KPIs, and business outcomes across supported functions
- Review and analyze performance dashboards; identify trends, gaps, and risks
- Partner with the vendor to conduct root cause analysis and drive corrective actions
- Ensure the vendor delivers agreed‑upon scope, quality, and service levels
- Oversee Remote Workforce & Cross‑Functional Delivery
- Coordinate across internal functional leaders to translate business requirements into clear, actionable vendor deliverables
- Ensure effective communication and collaboration between internal teams and vendor‑managed remote workforce
- Support workload planning, capacity management, and demand forecasting with the vendor
- Monitor service consistency and delivery effectiveness across functions
- Drive Continuous Improvement & Innovation
- Identify opportunities for process optimization, standardization, and automation
- Partner with the vendor to implement best practices and operational improvements
- Co‑develop transformation roadmaps aligned to business objectives
- Track and enable innovation initiatives (e.g., analytics, automation, AI‑enabled solutions)
- Ensure Compliance, Risk Management & Controls
- Partner with internal stakeholders to ensure vendor compliance with security, data privacy, regulatory, and contractual requirements
- Support periodic audits and reviews related to controls, risk, and compliance
- Review business continuity and disaster recovery readiness
- Proactively identify and mitigate operational, financial, and reputational risks
- Gather Feedback & Refine Delivery
- Collect feedback from internal stakeholders, process owners, and end users
- Assess vendor effectiveness and partnership health
- Adjust governance, processes, and performance expectations based on feedback and business needs
Requirements
- Bachelor’s degree in Business, Operations, Finance, HR, or a related field
- 5+ years of experience in vendor management, operations, shared services, or business process outsourcing (BPO/BPS) environments
- Demonstrated experience managing third‑party service providers and remote teams
- Strong understanding of service delivery models, SLAs, KPIs, and governance frameworks
- Proven ability to partner cross‑functionally and influence without direct authority
- Experience supporting multi‑function outsourcing (e.g., Finance, HR, Customer Operations)
- Experience in transformation or operating model change initiatives
- Familiarity with process optimization, standardization, automation, and analytics‑enabled service delivery models
- Experience working with global or offshore service providers
- Must be able to furnish proof of authorization to work in India on a permanent basis without sponsorship.
Benefits
- Health insurance
- Wellness programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
vendor managementservice delivery modelsSLAsKPIsgovernance frameworksprocess optimizationstandardizationautomationanalyticsbusiness process outsourcing
Soft Skills
cross-functional collaborationinfluence without authoritycommunicationproblem-solvingfeedback collectionstakeholder managementcapacity managementrisk managementcontinuous improvementleadership