Job Title:
Director, Vendor Performance
Reports To:
SVP, Collections/Recovery
FLSA Status:
Exempt
Department:
Collections
JOB SUMMARY:
Responsible for all aspects of operational vendor oversight, including the management of current vendor performance, as well as the identification of new vendor needs and requisite on-boarding activities. Also responsible for all facets of the current Debt Settlement process, including optimization of liquidations and oversight for all internal vendors that drive performance on this portfolio.
ESSENTIAL JOB FUNCTIONS:
- Manage all aspects of vendor oversight as it regards the collections and recovery portfolio. This includes, but is not limited to:
- Management of vendor performance on assigned portfolios.
- Working in conjunction with internal collections management to ensure that vendor performance is on par with, or improved over, internal agent performance.
- Ensuring that vendors are in full adherence to SLA performance as well as remain in complete compliance to expected regulatory standard.
- Being a single point of contact for vendors on issues of concern or assistance.
- Holding regular performance updates, assessing action plans where necessary, and making sure that vendors are held accountable for reporting on performance.
- Working with Senior Leadership, look to optimize vendor channels. This includes seeking out vendors in case of need, staying abreast of where new vendor trends are leading, and ensuring that backup vendor partners are identified and readied for deployment as necessary.
- Work closely with Vendor Management to onboard all new vendors.
- Conduct visits and audits as necessary of vendor operations.
- Make recommendations for changes as necessary due to vendor shortfalls or trends.
- Manage all aspects of the Debt Settlement process, to include oversight of vendor partners to optimize the liquidation of accounts currently held by debt settlement companies.
- Ensure that all vendors are performing at optimum.
- Create and manage reporting that allows clear insight into vendor performance, allowing LP to complete champion/challenger assessments.
- Seek out automation and efficiency in the process. Make recommendations for a more effective internal debt management process.
SCHEDULE REQUIREMENTS:
- Must be able to work a flexible schedule.
MINIMUM QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required.
- Minimum of ten years of experience working in a collections-focused environment, 3-5 years as a leader, and a minimum of 2 years in specific vendor relations experience.
- High level of proficiency with organizational skills, adherence to tight timelines/deadlines, and strong ability to follow up on tasks, both personal and those owned by others.
- Advanced analytic skills, able to work with data, to understand and interpret trending, and to be able to recommend appropriate fixes.
- Good problem-solving skills, able to consider many sides of an issue, to ask the right questions, and to be able to reach conclusions that are actionable.
- Extremely strong interpersonal skills and communication, both written and verbal.
- A high level of curiosity, a willingness to investigate new or trending opportunities, and to think critically about how these opportunities can be leveraged for the betterment of the LP team, our partners, and our customers.
- Proven ability to identify and execute process improvements.
- Experience working cross-functionally.
- Experience in working with debt settlement or like processes is preferred.
COMPETENCIES:
- Customer Service- Exceptional attitude and a passion for providing outstanding service to external customers, vendors and investors.
- Communications- Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
- Problem solving/analysis: ability to solve issues efficiently and quickly.
- Active Listening: Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he or she disagrees.
- Negotiation: Explores positions and alternatives to reach outcomes that gain acceptance of all parties.
- Teamwork- Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views.
- Attendance/Punctuality- Meets attendance and punctuality guidelines.
SUPERVISORY RESPONSIBILITY
- Will manage a small team as part of the debt settlement responsibilities. This team is focused on vendor and customer support necessary to drive an efficient DS process.
PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to stand, walk, reach and sit for a minimum of 8 hours with or without reasonable accommodation. The employee is required to use hands to finger, handle, or feel objects and/or tools. The employee is required to talk or hear with or without reasonable accommodation and must sometimes lift and move up to 10 pounds.
WORK ENVIRONMENT
This role can be either hybrid or remote. Must be willing to come to the office as much as monthly if remote to take part in team and leadership planning.
