Senior Manager, Partner Delivery (BPO)

What We Need

Corpay is currently looking to hire a Senior Manager, Partner Delivery within our Customer Service division. This position falls under our Corpay line of business and can be located in Brentwood, TN or Remote. In this role, you will directly support our partners to ensure greatest customer experience and results. This role creates and takes full ownership of customer experience including service process, service delivery and continuous improvement. This role is accountable for all activities associated with effectively building and maintaining external third-party partner / vendor / outsourcing call center relationships with assigned vendors. The Sr. Manager, Partner Delivery is responsible for working with the business units to establish and monitor call center scorecards, quantitative and qualitative measures of performance against selected Service Level Agreements (SLA) according to contract terms, for assigned vendors. You will report directly to Senior Director Partner Operations and regularly collaborate with 3rd Party Vendors.

How We Work

As a Sr. Manager, Partner Delivery you will be expected to work in a hybrid or virtual environment. Corpay will set you up for success by providing:

• Assigned workspace in Brentwood, TN
• Company-issued equipment + remote access
• Monthly home internet stipend

Role Responsibilities

The responsibilities of the role will include:

• Oversee and optimize BPO operations, ensuring that outsourced call center services meet quality standards, SLAs, and customer satisfaction goals
• Serves as a Subject Matter Expert on their line of business and identifies areas for process improvement. Works with vendors and training teams to capture detailed requirements for workflow process documentation.
• Serves our partner to remove barriers and helps drive great results for our customers
• Assists in developing and monitoring Call Center Vendor Scorecards (quantitative and qualitative measures of performance against selected SLAs and metrics) to monitor and manage vendor performance. Identifies opportunities and ensures action plans are established and achieved.
• Works closely with the leadership team and stakeholders to ensure SLAs, deliverables, compliance requirements and expectations are met.
• Provides support to Relationship Managers, Account Managers, Performance Managers and Compliance Managers for problem resolution with assigned vendors. Works closely with Business partners to diagnose call center vendor poor performance and assists to put in place “get well” plans. Facilitates the resolution of escalated vendor-related issues.
• Responsible for the execution of various vendor management programs, such as quarterly business reviews, annual vendor reviews, scorecards – as well as other performance management activities and reporting as required.
• Facilitates regular business reviews with assigned vendors to discuss vendor performance reporting, SLAs, deliverables, compliance requirements, other contract expectations, relationship health and improvement plans (when necessary).
• Provides ongoing Call Center Vendor Scorecard updates to Sr. Leadership on performance, identified issues and action plans.
• Assists with preparing annual budgets and provides monthly insight on performance to plan. Identifies opportunities for cost-saving related to volume or call center efficiencies.
• Generate and encourage innovative solutions to create opportunities and address problems; challenge conventional thinking to find better ways to achieve results.
• Up to 50% domestic and international travel, passport is required.
• May have direct reports.

Qualifications & Skills

• Bachelor’s degree in business or similar field and 6 years of demonstrated work experience in Offshore Call Center Operations or related outsourcing or operations managerial position (manager level or above) or 10 years of related work experience in lieu of a degree and outsourced operations.
• Proven ability to analyze and resolve complex business issues. Proven ability to define problems, collect and analyze data, establish facts, and draw valid conclusions.
• Demonstrated ability in developing and maintaining relationship management skills; can maneuver through complex political situations effectively.
• Excellent verbal, written and presentation communication skills with diverse internal and external audiences. Possesses the ability to communicate to the Executive level through various methods (verbal, email, PowerPoint).
• Demonstrated ability to influence, promote and sell ideas to management, business partners and peers. Strong ability to act in and drive a continuous improvement culture.
• Demonstrated flexibility and maintaining effectiveness in varying situations with diverse roles, responsibilities, work environments, and people. Ability to manage multiple tasks and projects in a timely manner.
• Demonstrated experience with preparing annual budgets, monitoring performance to plan and providing recommendations for cost savings opportunities.
• Intermediate proficiency with Microsoft products required.
• Proficiency to create reports and dashboards in Salesforce and other Salesforce related technology required.

Benefits & Perks

• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into our 401k plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including major holidays, vacation, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes

Equal Opportunity/Affirmative Action Employer Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency

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