: £50k- £60k
: London
: 1
: Graduate
: Both
: 5years - 7years

JOB DETAILS             
We are looking for a Vendor Operations Lead to support our content moderation and customer service operations.

What You'll Do
•Develop and oversee a large-scale transformation of our customer service & moderation operating model in partnership with organization’s BPO vendors
•Collaborate with cross-functional teams as a strategic partner and consultant to drive progress, overseeing ramping down and ramping up of new vendors
•Lead the daily and weekly BPO performance and KPI management
•Actively pursue variance reduction through data-backed action planning
•Drive improved supplier performance to meet service standards
•Leading existing and new BPO vendor relationships through partnership and timely engagement, developing BPO vendor playbook and ways of working
•Assess products and services of potential vendor partners, negotiate pricing and contracts, and be able to articulate any product or service-related concerns
•Leverage resources and feedback to improve training, quality assurance, and performance management with vendor partner
•Build a long-term strategic vision and uplift our BPO network capabilities to do increasingly sophisticated work more effectively, efficiently, and with improved experience outcomes
•Drive operational compliance, risk management, and mitigation efforts with BPO sites
•Implementing projects, pilot programs, and experiments to advance performance or business outcomes
•Share standard processes, feedback, and results with partners as applicable
•Actively lead our vendor ops team with a focus on providing candid feedback, coaching, and professional development of direct reports

•5+ years of experience in BPO vendor management, or a related field
•Bachelor's degree or equivalent experience
•Excellent written, verbal, and interpersonal communication skills
•Detail-oriented, data-driven, and results-focused
•Experience leading process re-engineering and operational excellence projects
•Experience in tendering, contract negotiation and payment processing is preferred
•Project management expertise
•Exposure in a cross-functional, multi-geography setup

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