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Vendor Management Leader, Customer Care

Customer Service Rich Text

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.


 

The Vendor Management Leader will provide leadership and operational oversight for an assigned vendor in the Service Delivery organization.  This will include any key operational responsibilities assigned within the Contact Center, Back Office, Print Processing, Mail (image processing) and/or other vendor management relationships within this consumer service group.

What you’ll do

  •  Responsible for all performance aspects of line operations, and day-to-day management of assigned outsourced operations. The position will also have responsibility for budget, contract and relationship management, financial and quantitative analysis of vendor performance

  • Lead a team that owns the operational and tactical activities associated with the management of outsourced vendors and processes, ensuring alignment to corporate objectives. Key channels: Voice, Backoffice (imaging, mail, fax, print) and Digital (Email, Social, Chat)

  • Works with operations and customer experience teams to develop and execute on a comprehensive line operations and vendor management roadmap to reduce expenses and drive consumer satisfaction

  • Accountable for the ongoing evaluation and continuous improvement of operational processes, procedures and driving corporate wide process improvement resulting in sustaining and improving consumer service

  • Partner with IT to implement technology infrastructure, including the hardware, software, and telephony required. Responsible for future implementations of performance improvement tools. 

  • Responsible for building and nurturing an environment that prepares, develops, supports, inspires and challenges employees to strive for doing their best work in order to serve our consumers

What experience you need  

  •  Bachelor's degree required or equivalent professional experience

  • 7+ years experience leading large operations with a mix of badged employees and vendors - both on-shore and off-shore - preferably in a financial services environment

  • Solid understanding of regulatory complaints issues and CFPB compliance

  • Excellent verbal and written communication skills with the ability to present information concisely with supporting data

  • Proven problem solving and project management skills

  • Outstanding attention to detail and organizational skills

  • Ability to perform travel for vendor meetings/visits (Quarterly or more as needed)

What could set you apart

  • Deal with ambiguity and competing objectives in a fast paced environment

  • Self-start, work independently and demonstrate an owner’s attitude towards our most important and complex data

  • Experience with Google suite


 

We offer comprehensive compensation and healthcare packages, 401k matching, 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!

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.

 

 

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