Vendor Management Leader, Customer Care

Company: Equifax
Location: Alpharetta
Posted on: October 8, 2020

Job Description:

Vendor Management Leader:The Vendor Management Leader is the key owner to drive Performance Metrics, Quality and Customer Experience with our business partners for Global Consumer Care.  The role will be responsible for all performance aspects, and day-to-day management of the assigned outsourced operations, resources and workflow management. The position will also have responsibility for contract and relationship management, financial and quantitative analysis of vendor performance, and ensuring continued alignment between the assigned outsourced operations and Equifax’s ability to deliver excellent customer service. You will also be responsible for the long-term operational strategy and support model, continuous improvements of business processes, new process implementation, vendor selection, coordination of training,  oversight of regulatory process compliance at vendors, critical issue resolution and regular business reviews. Who is Equifax?Equifax is a global data, analytics, and technology company. We believe knowledge drives progress. We blend unique data, analytics and technology with a passion for serving customers globally, to create insights to power the decisions that move people forward. ?We serve as a consumer advocate, steward of financial literacy, and champion of economic advancement.As an innovative global company that enables access to credit, we’re part of breakthrough collaborations and innovations that address complex social challenges such as social welfare, community relations and financial education for underprivileged youth. We establish relationships that create economically healthy communities. We help individuals gain financial independence by increasing access to capital for small businesses. And we provide young adults entering college or university with financial education tools.Regardless of location or role, the individual and collective work of our people makes a difference in our business. We are Powering the World with Knowledge and looking for talented team players to join us as we help people live their financial best.The Perks of being an Equifax Employee?We offer excellent compensation packages with high-reaching market salaries, 401k matching, along with the works: comprehensive healthcare packages, schedule flexibility, collaborative work spaces, work from home opportunities, paid time off, and organizational growth potential.Grow at your own pace through online courses at Learning @ EquifaxWhat You’ll DoAct as central POC for issues into EFX from the vendors and out of EFX back to vendors, working collaboratively with all teams within EFX to resolve necessary obstacles impacting the vendor partnersManage the workload and ensure call center vendor(s) and BPO providers are meeting all service level requirements. Partner with vendors and internal teams to improve quality, customer satisfaction, and operational efficiencies delivering exceptional customer service. Leverage broader operations and IT teams to troubleshoot vendor problems and issue and facilitate quick resolution.  Proactively communicate best practices and ideas promoting continuous improvement.Assist in achieving cross sell revenue objective, drive improved conversion rates.Provide outsource vendor volume forecasts (rolling 60 days), inputs to financial forecasts and assist with budgeting process.Effectively and consistently manage all vendor expenses.  Maintain reporting that analyzes performance and vendor scorecards (service levels, volumes, quality, CSAT, sales and handle time).  Facilitate daily/weekly/monthly/quarterly meetings to review performance. Partner with the Global Sourcing Office (GSO) on RFP process development and ensure proper requirements are met.Qualifications5 years of vendor management experience, with expertise in evaluating performance of vendors, holding vendors accountable to SLAs, optimizing contracts through negotiations and resolving reliability/dependency issues with vendorsStrong analytical and quantitative skills with the ability to use data and metrics to back up assumptions, recommendations and drive actions.Ability to utilize influence in a matrix organization to produce resultsExperience with change management aptitude and ability. Takes a proactive role to bring about change, applying new ways to develop the business through improved management of people and processes.Hands on, roll up your sleeves environment;  expected to contribute high gain accomplishments in line with growing revenue, reducing costs, improving the consumer experienceExperience in consumer credit, consumer lending and/or customer service/collections area a plusBachelor’s degree in financial or marketing or similar field required.   MBA preferred or equivalent business experience.Visit vendor locations annually or bi-annually based on location to observe processes and ensure contract compliance.  As needed, visit vendor sites for issues resolution.  As needed, stand up new operations sites in the US and internationally.  Up to 50%.Extra Points for any of the FollowingDevelop a deep understanding of consumer needs, both existing and potential, and use that knowledge to deliver innovation that provides excellent customer serviceDevelop roadmaps for process improvements through automation to drive cost reduction.. Manage cross-functionally across operations, the business units and other centers of excellence to ensure that new initiatives and programs are rolled out and implemented successfully.Success Attributes of an Equifax employee; does this describe you?AccountabilityBraveryCuriosityCollaborationThink and act differentlyTrustOwnershipDecide-Execute-ShipWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!#LI-CH2Primary Location:USA-Atlanta JV WhiteFunction:Function - Fulfillment / OperationsSchedule:Full timeJob SummaryJob number: J00107484Date posted : 2020-08-26Profession: OperationsEmployment type: Full time

Keywords: Equifax, Alpharetta , Vendor Management Leader, Customer Care, Other , Alpharetta, Georgia