Vendor Operations Director

JOB SUMMARY

The Director, Vendor Operations role will be accountable for end-to-end delivery of all business process outsource (BPO) contracts, as well as, overall vendor performance of BPO services. He/she will be accountable for the successful implementation of all initiatives, programs and changes. This includes responsibility for ensuring customer satisfaction is not compromised and that cost/benefit impacts are carefully evaluated. The role is located in Frisco, TX (remote or in office) and will work directly with a number of vendor partners located Nationally and Internationally.  A successful candidate should be comfortable working within a highly matrix-driven organization, exhibit solid organizational, communication, and negotiation skills, and have a strong customer focus.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Others may be assigned.

• Manages the governance of the contracts between Conifer and our vendors.
• Translates corporate objectives into long term strategic plans and defines supporting strategies for the entire business unit.
• Oversees the strategic and tactical aspects of one or more corporate functions and reflects strategic awareness and decision making across departments or business units, including enterprise planning and budgeting, market trends and financial analysis, P&L management, capital allocation, influence and collaboration, and strategic partnerships. 
• Oversees the operational revenue cycle management of the vendor business units assigned, which is a major function of our overall enterprise.
• Ensures successful project implementation of new processes to production stage. 
• Ensures standard operating procedures (SOPs) are in place and executed consistent with organization processes and best practices. 
• Manages the internal governance process to prioritize vendor initiatives and ensure all requirements to consider a process for the vendor are met.
• Works with operational leaders to manage the vendor’s operational performance. 
• Monitors vendor performance against Service Level Agreements (SLAs) and provides guidance, feedback, corrective action plans, vendor compliance audits, resolutions to escalations and leadership to drive the vendor to achieve continuous improvement on all operational, quality, and satisfaction metrics. 
• Oversees vendor change management readiness to support new program launches, changes to business rules, processes and tools.

FINANCIAL RESPONSIBILITY (Specify Revenue/Budget/Expense):          

• Ensure Vendor(s) inventory/data placement and projects are managed within budgetary guidelines.
• Financial accountability for assigned vendor(s) budget.

SUPERVISORY RESPONSIBILITIES 

If direct report positions are listed below, the following responsibilities will be performed in accordance with guidelines, policies and procedures and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 

• Direct Reports (titles)        Manager, Vendor Operations
• Direct or Indirect Reports (titles)    Analyst, Vendor Operations

KNOWLEDGE, SKILLS, ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

10+ yrs:

• Strong communication and influencing skills - person needs to be able to manage BPO delivery and expectations. 
• Strong business knowledge and ability to set clear expectations for Vendor based around business outcomes within a global multi-site operation. 
• Proven experience of influencing other departments where their support  is critical to success. 
• Ability to work across groups managing individuals both directly and indirectly to achieve a common goal. 
• A good understanding of change management, the importance of it, approaches, key tasks and timelines. 
• Ability to thrive in a fast-paced multinational environment working across multiple lines of business. 
• Very strong team player with excellent interpersonal skills. 
• Excellent verbal and written communication skills. 
• Strong project/program management s