Vendor and Performance Management Manager - Global Payment

The Global Payment Financial Services team oversees financial services across global markets, from solution and product design through partner collaboration, business operations, and market expansion. Focused on local market needs, we develop tailored financial solutions for consumers and merchants, working closely with local regulators, industry partners, and cross-functional teams to grow the business while maintaining robust risk controls. The challenge is adapting products to local customer needs, regulatory requirements, and partner ecosystems in every market we enter. You will help build financial services that are inclusive, reliable, and easy to use, in markets where the requirements differ substantially from one to the next. - BPO Vendor Management: Act as the primary contact for assigned vendor sites, leading regular business reviews (MBRs/QBRs) and managing vendor relationships and overall performance. - Performance & KPI Management: Oversee BPO performance against key metrics, including CSAT, productivity, SLA, AHT, resolution rate and quality standards, driving continuous performance improvement. - Agent Performance & Training: Manage agent coaching, training, performance improvement plans, new-hire onboarding and operational readiness. - Case & Escalation Management: Monitor pending, long-tail and on-hold cases, ensuring timely resolution; coordinate with internal teams and vendors to address operational issues and escalations. - Workforce Management (WFM): Partner with vendor leadership to optimize workforce planning, shift scheduling, staffing efficiency and operational scalability. - Process Improvement & Reporting: Ensure vendors have access to accurate operational dashboards and reports, identify process gaps, and drive cross-functional initiatives to improve operational efficiency and customer experience. - Commercial & Budget Management: Oversee SOWs, vendor billing, SLA compliance, scope changes, budget planning and cost management. This role will be based onsite at our office and will require a 5-day onsite work arrangement. Minimum Qualifications: - Bachelor's degree in Business, Accounting, Finance, or a related field - Experienced in operational process management, SOP development or a related field within financial services. - Proven experience in managing cross-functional collaborations and driving process improvement. - Ability to work in a fast-paced, global environment with multiple stakeholders. - Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). Preferred Qualifications: - 4+ years with customer service, WFM, vendor-facing management, or BPO environment. Experience with Payments/Financial related products will be an advantage. - Analytical and problem-solving skills, with root-cause mindset. - Exceptional communication skills to work with global stakeholders.