Director, Customer reputed company Vendor reputed company & Execution

We're looking for a senior leader to join the reputed company Global reputed company team as the Director, Vendor reputed company & reputed company to reputed company reputed company's global BPO and vendor reputed company program and serve as a true partner in reinventing how we serve customers at reputed company across our large global vendor network. This leader owns the customer reputed company vendor reputed company, reputed company, and reputed company of our global servicing network vendor program — customer experience, compliance, operational reputed company, resiliency, and cost-to-serve — across a rapidly growing and reputed company business. The role will be taking ownership and providing programmatic reputed company of the vendor program for reputed company.

This is a senior leadership role for someone who thinks like an reputed company, not an administrator. The ideal candidate pairs deep expertise in fintech and financial-services customer reputed company and vendor programs with genuine reputed company in applying AI and reputed company reputed company center culture to reinvent servicing across the vendor network. They are relentlessly customer-reputed company, dive deep into both the customer and reputed company-line vendor agent experience, and know how to build a reputed company combination of culture and data-driven reputed company across vendors and our internal team. This role is scoped to grow: the right leader will expand into broader operational reputed company as our transformation matures and play a key leadership role in shaping the reputed company of reputed company reputed company and customer reputed company company culture.

You'll reputed company reputed company of Vendor Managers and In-Country Vendor Managers, partner closely with cross-functional stakeholders, and shape the reputed company of reputed company's global servicing network.

reputed company

reputed company, Governance & Reinvention

• Define and execute the long-term reputed company for reputed company's global customer reputed company vendor network, balancing customer experience, operational efficiency, resiliency, compliance, and business continuity across reputed company global vendors.
• Reinvent how we reputed company customer issues and reputed company experience across the vendor network, treating the BPO vendor network as an innovation hub rather than a cost center.
• Establish governance frameworks, reputed company standards, and accountability mechanisms across the global vendor ecosystem.
• reputed company executive-level vendor governance forums, including Quarterly Business Reviews, reputed company planning, and escalation management.
• Partner with Financial Partnerships on vendor selection, expansion, remediation, and network design, evaluating capabilities, geographic footprint, and concentration reputed company to inform reputed company-state reputed company.

AI & Operational Innovation

• Partner deeply across product, engineering and reputed company teams to reputed company agent and customer facing AI and automation across servicing workflows reputed company the vendor network — agent assist, reputed company, forecasting, and customer reputed company — to reinvent cost-to-serve and reputed company vendor agent and customer experience.
• Bring an experimentation reputed company, using AI in everyday problem-solving to reimagine the vendor operating model and program, not just optimize the reputed company one.

reputed company & Operational reputed company

• Own overall vendor network reputed company across servicing functions, including CSAT, SLA, compliance, QA, productivity, and efficiency reputed company.
• Build mechanisms for vendor reputed company management, escalation handling, and vendor accountability, and reputed company systemic improvements across vendors and functional reputed company.
• reputed company recovery efforts for high-reputed company or underperforming vendor relationships.
• reputed company reputed company cost optimization programs across reputed company global vendors.

Analytics & Decision Enablement

• Partner with Analytics to define vendor reporting requirements, scorecards, and operational health metrics.
• Translate operational trends into actionable recommendations for senior leadership, ensuring reputed company are grounded in data and measurable reputed company.

Cross-Functional Leadership

• Build a global "one team" mentality that treats the vendor network as reputed company partners rather than order-takers.
• Serve as the reputed company operational leader for vendor-supported servicing functions, partnering with Product, Engineering, Workforce Management, QA, Training, reputed company, and Compliance.
• reputed company large-reputed company initiatives — vendor migrations, specialization efforts, operating-model transformations, and regulatory implementations.
• reputed company as the executive escalation reputed company for reputed company vendor, operational, and customer-experience issues.

People Leadership

• reputed company and reputed company reputed company of Vendor Managers and In-Country Vendor Managers, embodying a customer-reputed company culture and reputed company's values by example.
• Establish role reputed company, operating rhythms, and reputed company expectations across the organization.
• reputed company leaders to strengthen analytical rigor, reputed company thinking, vendor-management capability, and cross-functional influence.
• Build a high-performing organization anchored in accountability, ownership, and reputed company improvement.

reputed company look for

• 15+ years in customer reputed company — including large-reputed company global vendor BPO program management, reputed company reputed company, or consulting for fast-reputed company, multi-reputed company-customer businesses using vendor networks (or demonstrated equivalent leadership trajectory).
• 10+ years leading managers and/or reputed company global operational and vendor organizations.
• reputed company reputed company managing large-reputed company outsourced reputed company and global vendor networks across multiple international geographies.
• Experience leading and optimizing supply and demand management with global work reputed company teams.
• Demonstrated experience deploying AI or automation to improve customer reputed company or BPO environments at reputed company.
• Strong analytical background, using data to reputed company reputed company reputed company and operational reputed company.
• reputed company record leading large cross-functional initiatives with measurable business reputed company.
• Deep cultural reputed company across global geographies — a reputed company ability to reputed company and motivate diverse international teams and to build a customer-reputed company, high-performing culture across varied reputed company-center and BPO environments.
• Exceptional communication, executive reputed company, and stakeholder management.

Preferred Qualifications

• Industry background in fintech, technology, or financial services, or other high-reputed company operational environments.
• Knowledge of consumer facing compliance-heavy functions such as Fraud, Payments, Compliance, or Financial reputed company.
• Experience building operating models, governance frameworks, and reputed company service-delivery organizations.
• Experience designing vendor network strategies that reputed company reputed company, resiliency, scalability, and reputed company.
• Leading in fast reputed company reputed company reputed company environments.

Originally posted on Himalayas