CS Vendor Manager

The Outsourcing Vendor Manager is working directly with one of the vendors who is providing services to Wise. They are responsible for keeping the vendor accountable for providing services to Wise according to contractual agreements, at a high level. They also focus on the cost, vendor capacity, making sure the vendor hires according to the ramp plan and agent profile provided by Wise. The Vendor Managers are also responsible for vendor level performance, any shortcomings and actions to improve are voiced through Business Review calls and documented with the vendor.

Leading Coordinators Partnership & Alignment: Cultivate a collaborative partnership with the outsourcing coordinator, ensuring continuous communication and alignment on priorities to achieve mutual team goals and objectives. Cross-Team Collaboration: Encourage OSC to work in cross-team collaborations with other vendor managers and coordinators to learn and utilise their knowledge to implement different strategies for their specific vendor. Growth & Autonomy: Support and coach OSC’s growth and self-development by providing space for autonomy to develop and execute plans that have a direct impact on vendor and lead performance. Project Oversight: Manage the quantity of projects achieved within set deadlines for the Coordinator, reflecting their proficiency in project management and ability to drive initiatives forward. Leadership Expectations Environment Building: Direct leading, building an inclusive and supportive environment that enables growth. Performance Culture: Provide effective feedback via regular 1-1s and biannual GrowWise cycles; create a high-performance environment with a merit-based compensation system. Team Rituals: Set the standard for team rituals by organising structured, documented, and delivery-oriented team meetings. Resource Management: Ensure the team is equipped with necessary tools, training, and support. Communicate role expectations clearly and ensure the team's skillset matches expected service delivery. Accountability: Support direct reports in creating personal goals to assure progression. Set a cadence of accountability through coaching where both lead and direct report are responsible for reaching set goals. Problem Solving: Maintain a good overview of the main challenges and repeat issues in Vendor Management; hold direct reports accountable for working towards solutions. Administrative Tasks Operational Support: Ensure the team's administrative needs are covered, and that approvals are assessed and responded to promptly. Tool Proficiency: Mastery of team management tools and related processes, including WorkDay, WebExpenses, TravelPerk, and Jira. Vendor Management Expectations Performance Oversight: Monitor and ensure that the vendor is performing according to expectations on a weekly/monthly basis. Ensure underperforming metrics have remediation plans set up by the coordinator, VM or vendor; review and provide feedback on vendor-initiated action plans. Business Reviews: Organise, schedule, and own Business Reviews; hold vendors accountable for performance reporting cadences. Relationship Viability: Assess the viability of vendor relationships in collaboration with leads based on performance data. Metric Education: Educate the vendor on the specifics of Wise metrics and the product offering to ensure appropriate service delivery. Strategy Alignment: Fully understand the Wise Servicing Strategy and how it relates to the specific VM team. Recruitment Calibration: Own the hiring calibration process; ensure vendor recruitment aligns with Wise's needs and provide feedback on the hiring process. Responsible for informing regional lead and head of OS if calibration success rate is below target in order to change the course of action for headcount allocation if necessary. Supports the coordinator in hiring calibrations, ultimately owning the process while providing growth for the coordinator Business Continuity: Initiate BCP as needed; ens