About The Team
We are seeking a hands-on Vendor Manager to build and manage Monee's outsourced L1 BPO operations from the ground up. This role will design vendor governance frameworks, ensure regulatory compliance, oversee workforce planning and real-time management, and drive operational excellence across partners. Working closely with CX, Operations Excellence (OE), and vertical leads, the Vendor Manager will establish strong vendor accountability while enabling Monee's long-term scalability.
Job Description
Framework & Governance (Build & Enforce)
- Design and implement vendor management framework covering SLAs, KPIs, escalation paths, and reporting cadence.
- Draft and apply penalty/incentive structures to ensure vendor accountability and service quality.
Regulatory & Risk Alignment
- Ensure BPO operations comply with BNM requirements on complaint handling, data privacy, and financial services obligations.
- Identify operational risks early and lead remediation with vendors.
Workforce Management (WFM) & Real-Time Management (RTM)
- Build WFM capabilities (forecasting, capacity planning, scheduling) from scratch for vendor oversight.
- Set up RTM monitoring for live call/chat handling, SLA adherence, and surge response.
- Align vendor workforce practices with Monee's internal WFM strategy.
Operational Performance & Scaling
- Track and optimize KPIs (AHT, CSAT, FCR, SLA).
- Manage phased transition of L2 skillset & workloads into BPO.
Cross-Functional Collaboration
- Partner with CX team to embed quality and customer experience standards.
- Work with OE to capture process gaps, automation opportunities, and continuous improvement.
- Coordinate with vertical leads (KYC, Fraud, Collections, etc.) to ensure seamless customer journeys.
Requirements
- Bachelor's degree in Business, Operations, or related field.
- 5–8 years experience in vendor management, BPO governance, or workforce management.
- Strong hands-on experience in WFM/RTM setup and vendor KPI tracking.
- Exposure to regulatory risk in financial services or e-commerce operations.
- Proven ability to design frameworks and governance processes from scratch.
- Excellent problem-solving and negotiation skills; comfortable enforcing penalties where needed.
- Strong cross-functional collaboration skills with ability to influence without authority.
- Builder mindset — capable of working independently at first, then scaling into a small governance team
