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Responsible for the program relationship with various vendors and ensures the partnerships are maintained through performance management standards. Proactively initiates the appropriate business solutions to drive the financial results of the managed vendor relationship and drives the negotiation of contracts and contractual changes to meet plan specifications and financial conditions of vendor contracts.
Directs the development of request for proposals (RFPs) contract negotiations, work plans, resource allocation and monitoring of project progress to meet the contractual requirements.
Provides leadership in support of strategic program initiatives to ensure financial obligations are met.
Works with leadership during the annual planning process and makes recommendations on priorities and capacity and advises management in long-range planning for additional needs related to the project scope.
Ensure that vendor performance against expected Service Level Agreements (SLA's) are defined and measured.
Analyzes trends to recommend, document and implement process improvement.
Oversees the monthly and quarterly summaries prepared for Senior Management on overall performance and trends.
Effectively manages processes and projects within department.
Plans, conducts and directs work on complex projects/programs necessitating the origination and application of new and unique approaches.
Sets integration priorities, develops growth strategies and manages resources for new business opportunities including planning, development, implementation, and maintenance for one or more lines of business.
Ensures prompt and proper resolution to internal business owner requests.
Analyzes trends to recommend, document and implement process improvement .
Develops and implements action plans to address processes needing improvement, providing coaching and motivational support to associates.
Manages performance by effectively communicating expectations to associates and providing regular feedback with recommendations for development.
Leads and develops the workflow for all business processes.
May perform other duties as assigned.
Conducts user acceptance testing to validate and approve functionality to meet business requirements prior to implementation.
Verifies and approves documented business requirements for various vendor programs to meet contractual requirements and business needs.
Required A Bachelor's Degree in a related field or equivalent directly related experience
Required 6 years of experience in Vendor Relationship Manager
Required 5 years of management experience
Required Other Relevant functional project based experience
Advanced Ability to effectively present information and respond to questions from peers and management
Advanced Demonstrated written communication skills
Advanced Demonstrated interpersonal/verbal communication skills
Advanced Demonstrated analytical skills
Advanced Ability to drive multiple projects
Advanced Ability to influence internal and external constituents
Advanced Demonstrated negotiation skills
Advanced Ability to represent the company with external constituents
Advanced Ability to lead/manage others Proven background in call center operations to manage, implement and optimize services by vendors within customer service environment