Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.
Synopsis of the role :
The Vendor Management Leader is the key owner to drive Performance Metrics, Service Levels and Customer Experience with our business partners for Global Consumer Care. The role will be responsible for all performance aspects, and day-to-day management of the assigned outsourced operations, resources and workflow management with a focus on monitoring workflow controls between Equifax and assigned vendors. The position will also have responsibility for contract and relationship management, financial and quantitative analysis of vendor performance, and ensuring continued alignment between the assigned outsourced operations and Equifax’s ability to deliver excellent customer service. You will also be responsible for the long-term operational strategy and support model, continuous improvements of business processes, new process implementation, vendor selection, coordination of training, oversight of regulatory process compliance at vendors, critical issue resolution and regular business reviews.
What You'll Do:
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Act as central POC for issues into EFX from assigned vendor and out of EFX back to vendors, working collaboratively with all teams within EFX to resolve necessary obstacles impacting the vendor partners
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Develop, manage and monitor necessary performance and workflow controls between Equifax and assigned vendors
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Manage the workload and ensure vendor(s) and BPO providers are meeting all service level requirements.
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Partner with vendors and internal teams to improve quality, customer satisfaction, and operational efficiencies delivering exceptional customer service.
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Leverage broader operations and IT teams to troubleshoot vendor problems and issues and facilitate quick resolution. Proactively communicate best practices and ideas promoting continuous improvement.
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Effectively and consistently manage all vendor expenses. Maintain reporting that analyzes performance and vendor scorecards (service levels, volumes, quality, CSAT, handle time). Facilitate daily/weekly/monthly/quarterly meetings to review performance.
What Qualifications you need:
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Minimum of 5 years of vendor management experience, with expertise in evaluating performance of vendors, holding vendors accountable to SLAs, optimizing contracts through negotiations and resolving reliability/dependency issues with vendors
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Strong analytical and quantitative skills with the ability to use data and metrics to back up assumptions, recommendations and drive actions.
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Prior experience with developing risk controls regarding workflow to and from vendors and ability to utilize influence in a matrix organization to produce results
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Hands on, roll up your sleeves environment; expect to contribute high gain accomplishments in line with growing revenue, reducing costs, and improving the consumer experience.
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Acting as a single point of contact for any & all escalations from consumers (D2C), vendor & customers (B2B)
What could Set you apart:
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Previous experience in a call center environment, managing vendors
We offer comprehensive compensation and healthcare packages, paid time off, and organizational growth potential through our online learning platform with guided career tracks.
Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!
Who is Equifax?
At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence.
We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.
Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.