Senior Partner Manager
Core
Own performance governance for assigned BPO partners to ensure consistent, high-quality, efficient member experiences in a financial services context.
Role type
Senior Partner Manager (BPO Operations)
Builds
Partner-delivered operations and member support services
Domain
Financial Technology / Banking Operations
Required skills
Partner/Vendor management, SLA and quality governance, data-driven root cause analysis, cross-functional initiative leadership, executive communication, risk assessment, change management
Preferred skills
Experience in financial services or highly regulated environments, expertise in complaints/disputes/escalations/social media support, proficiency with Looker and Jira
Technologies
Excel, Google Sheets, Looker, Google Slides, Jira
Responsibilities
Lead partner performance reviews with metrics and action plans, translate performance trends into risk assessments and recommendations, drive accountability with external partners on corrective actions, lead cross-functional initiatives to improve member experience, develop executive-ready updates on performance and risks, partner with Disputes, Risk, Workforce Management, and Compliance teams
Seniority
Senior, hands-on IC