Supplier Performance Manager - Position Overview

My client is seeking a highly capable Supplier Performance Manager to oversee operational and contractual performance for a small portfolio of Business Process Outsourcing (BPO) partners. This role is responsible for ensuring third‑party vendors deliver against agreed service levels, support organizational goals, and maintain strong compliance and risk‑management standards. The position plays an important role within the broader procurement and vendor lifecycle by driving accountability, optimizing performance, and strengthening strategic supplier partnerships.

The ideal candidate excels in supplier governance, operational efficiency, and cross‑functional collaboration, with strong analytical capabilities and meticulous attention to detail.

Key Responsibilities

Supplier Relationship Management

• Serve as the primary point of contact for 1-2 BPO providers, ensuring productive and collaborative working relationships.
• Build and maintain strong connections across internal teams and supplier stakeholders to ensure aligned objectives and seamless communication.
• Lead recurring business reviews-including monthly operational meetings and quarterly executive reviews-preparing agendas, performance reports, and follow‑up actions.
• Identify opportunities for operational improvements, cost reduction, risk mitigation, and long‑term strategic planning.

Supplier Performance Management

• Monitor vendor performance against SLAs and KPIs, providing regular analysis and reporting.
• Manage escalations and coordinate cross‑functional involvement to drive root‑cause analysis and develop remediation plans for high‑impact issues.
• Ensure deliverables, obligations, and performance outcomes are reviewed and approved by the appropriate business leads.
• Facilitate quarterly performance assessments and track progress on improvement initiatives.

Contract & Risk Management

• Oversee invoice validation, contract compliance, and resolution of billing or fulfillment disputes.
• Partner with contract management teams on contract revisions, SLA updates, and negotiation of service credits or financial adjustments.
• Support post‑contracting activities such as demand/resource planning, service request approvals, and renewal or exit preparation.
• Work closely with risk‑related teams-including Finance, IT Security, Privacy, and Risk Management-to identify, assess, and mitigate supplier‑related risks.

Candidate Profile

Education & Experience

• Bachelor's degree in Supply Chain, Business Administration, or a related field.
• Minimum of 3 years of experience in vendor management, procurement, or a similar function.
• Knowledge of vendor governance models and BPO environments.
• Experience with vendor management systems or related platforms.
• Strong influencing, communication, and stakeholder‑management skills.
• Demonstrated ability to conduct negotiations and resolve contract‑related disputes.
• Strong analytical, organizational, and problem‑solving abilities.

Skills & Competencies

• Proven experience managing strategic supplier relationships and driving unified engagement across multiple business functions.
• Ability to work effectively across Legal, Finance, IT, Tax, and other corporate teams.
• Proficiency with contract‑management tools and standard productivity applications (e.g., SharePoint, Microsoft Office).
• Capable of leading teams, balancing competing priorities, and delivering results in a fast‑paced environment that requires precision and follow‑through.