Supplier Performance Manager

We are looking for a proactive and strategic Supplier Performance Manager to oversee 1-2 key Business Process Outsourcing (BPO) partners. This role is essential for ensuring that vendor performance aligns with agreed service level agreements (SLAs), contractual commitments, and continuous improvement objectives. You will play a critical role in the procurement lifecycle by driving contract compliance, mitigating third-party risks, and building strong, collaborative relationships with high-impact suppliers.

The ideal candidate will have a solid background in supplier governance, operational efficiency, and process optimization, combined with exceptional leadership, communication, and attention to detail.

Key Responsibilities

Supplier Relationship Management

• Serve as the primary point of contact for 1-2 BPO suppliers, maintaining strong and productive partnerships.
• Build and strengthen relationships between internal teams, supplier representatives, and business stakeholders to ensure alignment and shared success.
• Coordinate and lead monthly operational reviews and quarterly business reviews (QBRs), including preparing agendas, performance reports, meeting notes, and follow-up actions.
• Identify and implement process improvements to resolve issues, enhance efficiency, reduce costs, and manage risks effectively.

Supplier Performance Oversight

• Monitor and report on supplier performance against SLAs and KPIs.
• Manage escalations, lead root cause analysis, and drive resolution for high-impact issues, ensuring stakeholder alignment on remediation plans.
• Oversee deliverables and confirm approvals from business leads.
• Conduct quarterly performance assessments and track progress on improvement initiatives.

Contract & Risk Management

• Validate invoices, ensure compliance with contractual terms, and resolve disputes promptly.
• Partner with contract management teams to handle amendments, draft SLAs, and negotiate credits when applicable.
• Manage post-contract activities, including resource planning, service request approvals, and renewal or exit strategies.
• Collaborate with risk management teams (Finance, IT Security, Privacy, etc.) to identify and mitigate risks tied to supplier agreements.

Candidate Profile

Education & Experience

• Bachelor's degree in Business Administration, Supply Chain, or related discipline.
• Minimum 3 years of experience in vendor management, procurement, or similar roles.
• Knowledge of vendor governance frameworks and BPO operations.
• Experience with vendor management systems and tools.
• Strong leadership, communication, and stakeholder engagement skills.
• Proven ability to negotiate complex agreements and resolve disputes.
• Analytical mindset with strong problem-solving capabilities.

Skills & Competencies

• Expertise in managing strategic supplier relationships and aligning cross-functional stakeholders.
• Experience collaborating with Legal, Finance, Tax, and IT teams in large organizations.
• Proficiency in contract lifecycle management tools and productivity platforms (e.g., Microsoft Office, SharePoint).
• Ability to prioritize competing objectives and manage multiple projects in a fast-paced environment with precision.