Vendor Operations Manager

Description

JOB SUMMARY

This job will assume responsibility of operational support with vendor relationships, working directly with the vendor client relationship role and to ensure day-to-day oversight and management in meeting performance expectations outlined in the service level agreement (SLA), contract and governance document.   

ESSENTIAL RESPONSIBILITIES

• Oversee the work of external vendors and take responsibility for their work quality.  Plan, manage and oversee all operational support of vendor relationships, working directly with the client relationship team and vendor to ensure performance is meeting our expectation outlined in the contract as well  future contract negotiation planning and implementation for new business needs. 
• Manage operational issues for day-to-day activities, respond to high priority, complex and/or escalated vendor requests and ensure vendors adhere to all operations service level agreement metrics.  Makes recommendations for business process improvements with a thorough understanding of technical problems and solutions as they relate to the business needs.
• Represent, engage and champion operational needs within the governance process and structure as outlined in the  vendor contract to ensure efficient and effective relationship management of the services provided.
• Perform responsibilities to include, but are not limited to: coaching and development of peers and vendor staff, vendor performance management and productivity.
• Assist in the creation of vendor strategy specific to the functional area and operationalize the approach.  Lead the creation and modification of the operating model by which the company and the vendor(s) interact. 
• Other duties as assigned or requested. 

REQUIRED EDUCATION:

Minimum:

High School Diploma/GED

Preferred:

Bahelor's Degree - Business or other related area

EXPERIENCE:

Required:

5 - 7 years' management  experience in an operations environment

1 - 3 years' experience working with external vendors

1 - 3 years' call center, customer service, claims, or billing & enrollment experience

Preferred:

1 - 3 years' experience in contract negotiations

SKILLS

• Knowledge of corporate control functions, particularly as applied to operational processing and data sharing
• Proficiency in a variety of software applications
• Ability to quickly assess situations, identify and provide recommendations on issues
• Strong organizational and time management skills with the ability to multitask and reprioritize
• Experience in team building, facilitation, negotiation, and conflict resolution
• Communicate effectively

LANGUAGE REQUIREMENT:

None

TRAVEL REQUIREMENT:

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

The physical, mental demands and working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of their job. Working conditions in which an individual or staff works, including but not limited to such things as amenities, physical environment, stress and noise levels. Reasonable accommodations may be made as appropriate to enable individuals with disabilities to perform essential duties. 

Position Type

Office-Based

Teaches / trains others regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Occasionally

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required 

No

Lifting: up to 10 pounds

Rarely

Lifting: 10 to 25 pounds

Never

Lifting: 25 to 50 pounds

Never

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This position adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
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