Senior Program Manager I
Core
Lead performance and transformation across a global BPO vendor network, driving vendor excellence, customer satisfaction, and operational strategy for financial products at point of sale.
Role type
Senior Program Manager (Vendor/BPO Operations)
Builds
Global vendor network performance, operational strategies, and cross-functional initiatives for financial services partners.
Domain
Fintech / Financial Services / Business Process Outsourcing (BPO)
Required skills
Vendor/BPO management, operational strategy, data analysis, cross-functional leadership, change management, executive communication, compliance oversight, performance governance
Preferred skills
Managing large vendor networks (2,000+ agents), fintech industry background, knowledge of fraud/payments/compliance, translating complex data for leadership
Technologies
Data analysis tools, dashboards, scorecards, scenario modeling
Responsibilities
Own vendor performance metrics (CX, SLA, compliance, QA); Lead executive-level vendor governance (QBRs, escalations); Define operational strategies for horizontal services; Partner with Business Analysts to shape metrics and dashboards; Diagnose performance gaps and prioritize interventions; Lead cross-functional initiatives (Operations, Compliance, Product, Risk, Training, QA, WFM); Drive product/process rollouts and vendor migrations; Design and execute structured change programs; Act as senior escalation point for systemic issues.
Seniority
Senior, hands-on IC with strategic oversight
