Job Description :General Overview:
This job will assume responsibility of operational support with vendor relationships, working directly with the vendor client relationship role and to ensure day-to-day oversight and management in meeting performance expectations outlined in the service level agreement (SLA), contract and governance document.
Essential Job Functions:
Oversee the work of external vendors and take responsibility for their work quality. Plan, manage and oversee all operational support of vendor relationships, working directly with the client relationship team and vendor to ensure performance is meeting our expectation outlined in the contract as well future contract negotiation planning and implementation for new business needs.
Manage operational issues for day-to-day activities, respond to high priority, complex and/or escalated vendor requests and ensure vendors adhere to all operations service level agreement metrics. Makes recommendations for business process improvements with a thorough understanding of technical problems and solutions as they relate to the business needs.
Represent, engage and champion operational needs within the governance process and structure as outlined in the vendor contract to ensure efficient and effective relationship management of the services provided.
Perform responsibilities to include, but are not limited to: coaching and development of peers and vendor staff, vendor performance management and productivity.
Assist in the creation of vendor strategy specific to the functional area and operationalize the approach. Lead the creation and modification of the operating model by which the company and the vendor(s) interact.
Other duties as assigned or requested.
High School Diploma/GED
5 - 7 years' management experience in an operations environment
1 - 3 years' experience working with external vendors
1 - 3 years' call center, customer service, claims, or billing & enrollment experience
Bahelor's Degree - Business or other related area
1 - 3 years' experience in contract negotiations
Knowledge of corporate control functions, particularly as applied to operational processing and data sharing
Proficiency in a variety of software applications
Ability to quickly assess situations, identify and provide recommendations on issues
Strong organizational and time management skills with the ability to multitask and reprioritize
Experience in team building, facilitation, negotiation, and conflict resolution
Referral Bonus: Level 1
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