Description
The Vendor Mgmt Consultant is responsible for Client Care strategy and operations (non-customer-facing). This role defines and manages strategic priorities for Visa Client Care, including business planning, demand forecasting, workforce planning, quality assurance, and metrics monitoring.
Key Responsibilities:
- Manage the relationship and performance of Business Partner Outsourced contact centers by supporting account and program management, documentation, and business operations for Visa services, including Concierge Services, Card Benefits, and Promotions in contact centers across North America and other regions as needed.
- Support business operational needs for Consumer Credit Product Offices.
- Apply vendor management, account management, operations support, business requirements development, project management skills, and cross-functional teaming.
- Engage extensively across multiple cross-functional areas, such as Visa Concierge, Visa Consumer Credit product office, Account Management, Compliance, and Legal.
- Work closely with business office product managers, acting as liaison between vendors and product or program owners where applicable.
- Provide escalation support, program administration, program expertise, research and analysis for operational issues, fraud detection, and overall program operational performance from a business perspective.
- Utilize prior vendor operations management, account management, and program management experience.
Qualifications:
- Advanced English skills
- 5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD.
- Experience in vendor management, account management, and program management.
- Experience supporting business operations and requirements development.
- Experience in project management and cross-functional teaming.
- Experience with documentation and business operations for outsourced contact centers.
- Experience supporting operational needs for consumer credit products.
- Experience in escalation support and program administration.