CS Vendor Manager

The Outsourcing Vendor Manager works directly with a vendor providing services to Wise. They ensure the vendor delivers services per contractual agreements, manage cost and capacity, and enforce hiring and staffing plans as per Wise’s ramp and agent profiles. The Vendor Manager also monitors vendor performance, addresses shortcomings, and drives improvement through Business Review calls and documentation. Leading Coordinators Partnership & Alignment: Cultivate a collaborative partnership with the outsourcing coordinator, ensuring continuous communication and alignment on priorities to achieve mutual team goals and objectives. Cross-Team Collaboration: Encourage OSC to work in cross‑team collaborations with other vendor managers and coordinators to learn and utilize knowledge to implement different strategies for their specific vendor. Growth & Autonomy: Support and coach OSC’s growth and self‑development by providing space for autonomy to develop and execute plans that have a direct impact on vendor and lead performance. Project Oversight: Manage the quantity of projects achieved within set deadlines for the Coordinator, reflecting their proficiency in project management and ability to drive initiatives forward. Leadership Expectations Environment Building: Direct leading, building an inclusive and supportive environment that enables growth. Performance Culture: Provide effective feedback via regular 1-1s and biannual GrowWise cycles; create a high‑performance environment with a merit‑based compensation system. Team Rituals: Set the standard for team rituals by organising structured, documented, and delivery‑oriented team meetings. Resource Management: Ensure the team is equipped with necessary tools, training, and support. Communicate role expectations clearly and ensure the team’s skillset matches expected service delivery. Accountability: Support direct reports in creating personal goals to assure progression. Set a cadence of accountability through coaching where both lead and direct report are responsible for reaching set goals. Problem Solving: Maintain a good overview of the main challenges and repeat issues in Vendor Management; hold direct reports accountable for working towards solutions. Administrative Tasks Operational Support: Ensure the team’s administrative needs are covered, and that approvals are assessed and responded to promptly. Tool Proficiency: Mastery of team management tools and related processes, including WorkDay, WebExpenses, TravelPerk, and Jira. Vendor Management Expectations Performance Oversight: Monitor and ensure that the vendor is performing according to expectations on a weekly/monthly basis. Ensure underperforming metrics have remediation plans set up by the coordinator, VM or vendor; review and provide feedback on vendor‑initiated action plans. Business Reviews: Organise, schedule, and own Business Reviews; hold vendors accountable for performance reporting cadences. Relationship Viability: Assess the viability of vendor relationships in collaboration with leads based on performance data. Metric Education: Educate the vendor on the specifics of Wise metrics and the product offering to ensure appropriate service delivery. Strategy Alignment: Fully understand the Wise Servicing Strategy and how it relates to the specific VM team. Recruitment Calibration: Own the hiring calibration process; ensure vendor recruitment aligns with Wise's needs and provide feedback on the hiring process. Inform regional lead and head of OS if calibration success rate is below target to adjust headcount allocation. Business Continuity: Initiate BCP as needed; ensure mitigation plans are communicated and implemented. Incident Management: Report and manage incidents effectively; contribute to resolution reviews and vendor response management. Governance & Policy: Stay up to date with Third‑Party Policies and ensure vendor is managed in line with TPRM policies; maintain up‑to‑date documentation according to requirements. Audit & Risk: Assist on relevant audits; conduct site audits according to internal guidance; report risks and work on risk‑reduction projects. Financial Management: Understand and follow the quarterly budgeting process; plan for service delivery costs and one‑off expenses. Cost Tracking: Track vendor costs and follow the monthly billing/approval flow; execute monthly invoice reconciliation. Forecasting: Continually contribute to and improve the cost forecast to ensure ongoing accuracy. Relationship Building: Cultivate a collaborative partnership with Vendor, ensuring continuous communication and alignment on priorities to achieve mutual team goals and objectives. Servicing Expectations Capacity & Headcount: Ensure WFM headcount recommendations are built into ramp plans; manage support role staffing and training; make adjustments to agent staffing if necessary, and hold the vendor accountable for delivering the required headcount; maintain proficiency in local labor laws for HC distribution. Understanding Needs: Understand the Wise product offering, enabling decisions on appropriate service delivery for Wise. Access Management: Request and follow through on vendor platform accesses; mitigate access‑related incidents and work with UT teams on fixes and addressing concerns. Workflow Adaptation: Stay abreast of changes in workflows, processes, and tools to mitigate negative impacts on performance. Tool Mastery: Understand contact handling tools (case routing logic) and workforce management tools (Calabrio) for capacity analysis. Identify inefficiencies in the tools, communicate findings to the relevant team, and assist in finding fixes or workarounds. Service Delivery Gates (SDG): Plan and deliver requirements for SDGs; collaborate with leadership on growth holds or cancellations if targets are missed. Quality & Training: Monitor CTC results; hold QA teams accountable for developing initiatives that support under‑performers; ensure vendor takes actions on QA analysts according to the QA framework. Manage certification needs for trainers and stay aware of initiatives by Wise Training team and Vendor to improve under‑performers. Accountability: Maintain a well‑documented overview of all promises and deliveries from the vendor, accessible to relevant parties, and track repeat issues. Project Management and Documentation Documentation Standards: Maintain rigorous standards by creating precise project pages in Confluence/Jira as a single source of truth. Initiative Ownership: Work on OKRs and own initiatives; use Jira to track tasks and timelines efficiently; provide timely feedback to the VM team and internal stakeholders. Process Lifecycle: Own the bi‑yearly update of process documentation; complete written retrospectives to quantify project impact. Contract Knowledge: Know the location and content of MSA, DPA, SOW, and Exit Strategies; identify operationally relevant items within contracts. Data and Reporting Quantitative Analysis: Use Wise BI tools for deep dives to identify root causes and make data‑driven decisions; guide coordinators in data usage. Reporting Infrastructure: Work with reporting teams to ensure vendor access to data; identify missing KPIs and set up new reporting cadences. Operational Benchmarking: Compare internal and external team performance to find opportunities or differences; provide feedback and insights to Wise on operational metrics. Stakeholder Management Internal Stakeholders Communication & Collaboration: Serve as the primary point of contact for communication, identify improvement areas, drive initiatives, and foster collaboration between Wise and partner. Actively cooperate with internal operational leadership to ensure vendor processes meet changing expectations while upholding third‑party management integrity. Internal Leadership: Lead internal stakeholder meetings and conversations, aiming to align all vendors, not just the specific focus. Relationship Building: Build and maintain relationships and improve internal cooperation. WFM & Capacity Cooperation: Collaborate closely with Wise WFM teams to ensure consistent capacity governance. Plan ramp‑up, coordinate shifts and schedules; hold vendor accountable for adjusting daily/weekly schedules requested by intraday teams. Transparency: Capture thorough records of internal alignments and external vendor engagements, ensuring full transparency and accountability for all discussions. External Stakeholders Vendor Leadership Alignment: Work closely with vendor’s senior leadership to implement action plans and continuous improvement initiatives for operations management. Vendor Stakeholder Management: Maintain strong relationships with the appropriate stakeholders from the vendor side through consistent, strategy‑oriented communication and site presence. Location: Austin office. #J-18808-Ljbffr Wise