Manager, BPO Supplier Performance Management

Job description

Job Summary The Manager, Supplier Performance Management is a member of the Corporate Procurement team supporting the oversight of 1–2 key Business Process Outsourcing (BPO) suppliers. This role is critical in ensuring vendor performance meets established service level agreements (SLAs), contractual obligations, and continuous improvement goals. The role is a pivotal part of the Procurement lifecycle ensuring effective contract performance, identifying and mitigating third party risk, and fostering strong relationships with our most strategic suppliers. Expected Contributions: Supplier Relationship Management: - Act as the day-to-day liaison for 1–2 BPO suppliers, fostering positive and productive working relationships. - Develop strong relationships between the VMO, key suppliers personnel, and business stakeholders to foster collaboration and mutual success; create one enterprise voice for multi-service suppliers and MSPs. - Organize and facilitate monthly operational reviews and quarterly business reviews (QBRs) with suppliers and internal stakeholders. Prepare and distribute meeting agendas, performance dashboards, minutes, and follow-up actions. - Drive process improvements to...