The Enterprise Vendor Mgmt. Performance Manager will be responsible for vendor service delivery governance, overseeing the performance of contracted vendors across the enterprise in support of the organization's strategic Vendor Management Program. They act as a conduit between Valley Relationship Managers and Vendors with responsibility to evaluate vendor performance and assess compliance-to-contract, identifying contract performance deficiencies or areas of performance improvement and correspo... more details
The Enterprise Vendor Mgmt. Performance Manager will be responsible for vendor service delivery governance, overseeing the performance of contracted vendors across the enterprise in support of the organization's strategic Vendor Management Program. They act as a conduit between Valley Relationship Managers and Vendors with responsibility to evaluate vendor performance and assess compliance-to-contract, identifying contract performance deficiencies or areas of performance improvement and corresponding actions such as remediation plans.
Responsibilities include but are not limited to:
For strategic and other selected vendors, monitor and report on vendor performance to contract (e.g., service level agreement (SLA) attainment or deliverable schedule adherence), proactively identifying areas for correction or enhancement of value-add (such as where a vendor continuously meets service levels).
Partner with businesses and Vendor Management Office (VMO) staff to aggregate vendor contract performance data and, as requested, collaborate and follow-through with business partners in obtaining contractual remedies, developing a remediation plan with the vendor, or developing a vendor exit strategy. For enterprise vendors, obtain vendor contract performance data directly from such vendors and report out to business partners. Where performance is deficient with an enterprise vendor, develop a remediation plan or an exit strategy in collaboration with the impacted business partners.
On an annual basis for strategic and other selected vendors, monitor and report on vendor due diligence, including certificates of insurance, securitization (e.g., performance bonds), conflicts, financial viability (based on input from VMO staff), operational stability, IT security and data privacy, and disaster recovery and business continuity capabilities. Identify areas of risk and deficiencies for correction and collaborate and follow-through with business partners and vendors for resolution.
Develop and maintain a program to measure customer satisfaction with vendors (e.g., internal surveys), identifying areas for improvement or where vendors can provide value-add. Coordinate with business areas on deficiencies / possible improvements and assist in working with vendors on corrective action programs or in implementing value-add items.
Identify and track vendor issue escalations and resolutions. Participate with business partners in resolving escalations.
Conduct and / or participate in account reviews with strategic and other selected vendors to ensure business relationships are fostered and maintained. Formulate and implement strategies to improve customer / vendor relationships with strategic and other selected vendors. Determine opportunities where such vendors can improve performance and / or lower cost.
In consultation with business partners and VMO staff, develop annual objectives for selected vendors with the goals of reducing costs, improving performance, and driving efficiencies. Aggregate and report on business partner and vendor plans, progress, and results.
Review vendor assignment or work suspension / termination protocols developed by business partners, providing input to improve or strengthen the protocols, participate with business partners in the development of such protocols.
Conduct SLA reviews and ensure that liquidated damages have been correctly calculated.
Participate in negotiations of any scope changes to contracts.
Serve as a point of escalation to resolve contract or vendor performance issues and serve as a liaison between the business and Legal to come to agreement on any legal action to be taken.
Develop reporting to identify areas of opportunity and objectives for efficiency or productivity gains such as vendor consolidation.
Participate with business partners in offboarding selected vendors and conducting contract close-out reviews to ensure that the vendor relationship is appropriately terminated.
Provide reports for the Senior Management Team, Executive Leadership Team, and Board of Governors to support compliance validation and operational oversight.
Provide training, as appropriate, to business partners on VMO policies, standards, processes, and procedures.
Design and maintain documented policies, standards, processes, and procedures necessary to accomplish the functions of the position.
Other Responsibilities:
Comply with all regulations pertaining to BSA, USA PATRIOT ACT, and OFAC. Complete annual BSA training. Report suspicions of criminal activity, or any attempt to avoid BSA reporting requirements on the part of customers or employees, to the AML/BSA Compliance Department. For supervisory positions, ensure BSA training requirements are completed by staff.
All other duties as assigned.
Required Skills:
Excellent contract management skills that achieve compliance-to-contract and that attain "beyond the contract" value of customer / vendor business relationships.
Strong program and process management skills.
Experience building third party risk frameworks and monitoring vendor performance across multiple functions.
Excellent analytical and problem-solving skills.
Strong knowledge of vendor management principles and practices.
Strong influence, negotiation and conflict resolution skills.
Excellent oral, written communication, and interpersonal skills. Ability to use communication skills to effectively manage correspondence with all levels of bank staff, senior and executive management along with regulators.
Ability to work independently as well as within a team environment.
Ability to work well under pressure, manage multiple projects and to meet deadlines.
Proficiency in Microsoft Office Suite products, to include Access, Excel, PowerPoint, Word, Outlook, Project and Visio.
Strong sense of urgency, personal responsibility, accountability; self-motivated, efficient, effective.
Ability to prepare executive and Board-level reports including Powerpoint presentations.
Required Experience:
Bachelor's Degree and a minimum 7 years' experience managing vendor contracts, relationships and Vendor performance.
Preferred: Certified Professional in Supply Management certification or Certified Commercial Contract Manager certification.
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