Vendor Partner Manager
Posted on: January 16, 2022
The Vendor Manager Partner is accountable for all activities
associated with effectively building and maintaining external third
party partner / vendor / outsourcing call center relationships with
assigned vendors. This role creates and takes full ownership of
customer experience including service process, service delivery and
continuous improvement. The Vendor Manager Partner Manager is
responsible for working with the business units to establish and
monitor call center scorecards, quantitative and qualitative
measures of performance against selected Service Level Agreements
(SLA) according to contract terms, for assigned vendors. The Vendor
Manager Partner will work to facilitate regular business reviews
(with assigned vendors) to discuss call center / vendor performance
reporting, SLAs, deliverables, compliance requirements, other
contract expectations, relationship health and improvement plans,
Duties and responsibilities
- Works closely with the leadership team and stakeholders to
ensure SLAs, deliverables, compliance requirements and expectations
are adequately incorporated into RFXs and vendor contracts to
facilitate the ability to monitor and manage vendor
- Develops and maintains effective relationships with Service
Managers, Relationship Managers, Performance Managers, Contract
Managers and Compliance Managers for assigned vendors to provide
support necessary for on-going management and oversight of a
- Communicates with assigned call center vendors to ensure they
are properly educated on FLEETCOR expectations throughout the
lifecycle of the relationship.
- Assists in establishing and monitoring Call Center Vendor
Scorecards (quantitative and qualitative measures of performance
against selected SLAs and metrics) to monitor and manage vendor
performance based on a defined set of criteria. Follow-up on
scorecards where issues are identified to discuss action.
- Generate and encourage innovative solutions to create
opportunities and address problems; challenge conventional thinking
to find better ways to achieve results.
- Provides on-going Call Center Vendor Scorecard reporting and
analysis to Relationship Managers and Performance Managers to
facilitate their ability to adequately monitor, review and act on
vendors operational performance.
- Responsible for the execution of various vendor management
programs, such as quarterly business reviews, annual vendor
reviews, scorecards as well as other performance management
activities and reporting as required.
- Monitor and assist with execution of exit strategy and
contingency plans for all vendors.
- Engage in ongoing operational issues and partners with Business
Unit Managers to provide overall health score for vendor.
- Facilitate contract renewals in partnership with Business Unit
Managers to ensure that contractual SLAs are in alignment with the
needs of the business.
- Facilitates regular business reviews with assigned vendors to
discuss vendor performance reporting, SLAs, deliverables,
compliance requirements, other contract expectations, relationship
health and improvement plans (when necessary).
- Provides support to Relationship Managers, Account Managers,
Performance Managers and Compliance Managers for problem resolution
with assigned vendors. Works closely with Business partners to
diagnose call center vendor poor performance and assists to put in
place get well plans. Facilitates the resolution of escalated
- Up to 50% domestic and international travel, passport is
- May have direct reports.
- Bachelors degree in Business or similar field and 3-5 years of
demonstrated work experience in Offshore Call Center Operations or
related outsourcing or operations managerial position (manager
level or above) or 3-5 years of related work experience in lieu of
a degree and outsourced operations.
- Self-directed, ability to manage multiple tasks and projects in
a timely manner.
- Strong problem solving skills, conflict resolution,
facilitation and consensus building skills.
- Embrace and drive change; drive continuous improvement
- Excellent written and presentation communication skills;
demonstrated communication experience with diverse internal and
- Demonstrated organizational relationship management skills; can
maneuver through complex political situations effectively.
- Effective in building business relationships.
- Demonstrated ability to act as a transformation / change agent
within the organization.
- Proven ability to analyze and resolve complex business issues.
Proven ability to define problems, collect and analyze data,
establish facts, and draw valid conclusions.
- Demonstrated ability to influence, promote and sell ideas to
management, business partners and peers.
- Demonstrate flexibility and maintain effectiveness in varying
situations with diverse roles, responsibilities, work environments,
- Ability to communicate with influence to all levels of
leadership to take action on complex, technical, or sensitive
topics with companywide impact.
- Excellent presentation and interpersonal skills required.
- Working knowledge of Microsoft products required.
- Proficiency with Salesforce highly desired.
About The Company
FLEETCOR Technologies, Inc. (FLEETCOR) is a leading global provider
of business payment solutions. We help companies of all sizes
control, simplify and secure payment of various domestic and
cross-border payables using specialized payment products. We serve
businesses, partners, merchants, consumers and payment networks in
North America, Latin America, Europe, and Asia Pacific.
- $2.4B Annual Revenue
- 600,000 Directly Served Business Clients
- 2.6B+ Transactions per Year
- 8,400+ Employees
(as of December 31, 2020)
Our payment solutions provide our customers with a payment method
designed to be superior to and more robust and effective than what
they use currently, whether they use a competitors product or
another alternative method such as cash or check. We group our
payment solutions into five primary categories: Fuel, Lodging,
Tolls, Corporate Payments and Gift. Each category is unique in its
focus, customer base and target markets, but they also share a
number of characteristics: customers are primarily businesses, have
recurring revenue models, have specialized networks which create
barriers to entry, have high margins, and have similar selling
FLEETCOR Enjoys Global Recognition Including
- Forbes Global Growth Champion FLEETCOR is one of the 250
fastest growing companies in the world as determined by Forbes and
- Forbes Worlds Most Innovative Companies FLEETCOR has made this
prestigious list of leading innovative companies 4 years in a
- Fortune 1000 Company FLEETCOR was one of the largest movers in
the new rankings of the largest companies in America,
- S&P 500 In 2018, FLEETCOR joined the S&P stock index
comprised of the 500 leading US stocks based on market cap (company
Despite many advances in our industry, the majority of business
payments are still made with outdated and inferior payment methods,
such as checks and cash. We envision a business world where every
purchase is controlled, every payment is digital, and every
payment-related decision is well-informed. In this future paperless
state, payments will require little to no time to manage, leaving
companies with more time for what matters most: activities that
grow their businesses.
FLEETCORs mission is to provide businesses with a better way to
pay, by replacing outdated payment methods such as checks and cash,
and displacing the incumbent providers of those methods. Through
the digitalization of payments, we create and support robust
ecosystems which benefit all participating constituents:
payment-making customers, payment-accepting merchants,
tax-collecting governments, and FLEETCOR.
FLEETCOR is a growth company, and we employ a simple three-prong
strategy for growing our business:
- More Customers. We invest more than $200 million per year in
sales and marketing, predominately focused on new customer
acquisition. We continue to scale existing sales channels and
headcount, enable our sales people with demand generation and other
tools, and launch new distribution channels both internally and
through partners such as ERP software providers, telematics
companies, and banks. We will also grow our customer base
inorganically through acquisitions.
- More Spend. We seek to leverage our existing customer
relationships and capture greater share of their business payment
expenditures. As such, we have developed various beyond
initiatives, where we extend the utility of an existing payment
product without degrading the core value proposition of the
original product. As such, a customer can buy more stuff without
sacrificing the controls and reporting which attracted the customer
to our product to begin with. For example:
- Our Fuel card customers can enable their cards to allow
non-fuel purchases relevant to their business, like allowing a
painting crew to buy supplies at a home improvement store, so they
can finish the paint job.
- Our Toll tag customers can use their in-vehicle RFID tags to
make other on the go purchases like parking, fuel and fast-food.
For our customers, these product extensions reduce payment
friction, saving them time and operational headaches. For FLEETCOR,
these product extensions can increase our share of wallet with
existing customers and can increase our products appeal and
applicability to previously-unserved customer segments (e.g.,
non-toll urban dwellers). We also create new product offerings,
developed internally or in conjunction with partners, to cross-sell
to our existing customer base.
- More Geographies. We continue to seek attractive entry
opportunities in major international markets, which we intend to
pursue through acquisitions and partnerships.
Our Commitment to Diversity, Equality, Inclusion, Belonging
We Are Therefore Committed To Building And Nurturing a Culture Of
Diversity, Inclusion, And Belonging By
Together we can foster true belonging.We know different ideas,
perspectives and backgrounds lead to better innovation and
- Welcoming people of different backgrounds, cultures,
ethnicities, genders, and sexual orientations;
- Empowering our people to share their experiences and ideas
through open forums and individual conversations; and
- Valuing each persons unique perspectives and individual
Embracing diversity enables our people to make the difference at
Our Entrepreneurial Spirit Remains Strong Across Our Global
Workforce, And We Reinforce These Principles In Our Five Core
FLEETCORs culture reflects our history of fast growth and our
continued drive for results.
- Innovation: Figure out a better way
- Execution: Get it done quickly
- Integrity: Do the right thing
- People: We make the difference
- Collaboration: Accomplish more together
These values guide all of our employees and are infused in all
aspects of our Company. We are, as a team, united through these
shared values and our mission to provide a better way to pay.
Our values foster an inclusive culture through the expectation that
all employees will treat each other with respect and appreciate the
diversity of identities, thoughts, backgrounds and styles. Our
commitment to fostering an inclusive culture has never been more
essential than in this moment of national reflection.We must always
celebrate the diversity of our company and our communities.
We strongly believe that the quality and diversity of our workforce
provide FLEETCOR with a competitive advantage, and that our
problem-solving and solution-building efforts are greatly enhanced
when we harness the collective thinking of a diverse group of
people with unique experiences and perspectives.
FLEETCORs COVID-19 Hiring Guidelines
Due to COVID-19, most of our employees are temporarily working from
home. In addition, FLEETCOR implemented a virtual interviewing and
hiring process, engaging with talent by phone or video and
onboarding new employees remotely. We value the safety of each
member of our community because we know were all in this
Equal Opportunity/Affirmative Action Employer
FLEETCOR is an Equal Opportunity Employer. FLEETCOR provides equal
employment opportunities to all employees and applicants without
regard to race, color, gender (including pregnancy), religion,
national origin, ancestry, disability, age, sexual orientation,
gender identity or expression, marital status, language, ancestry,
genetic information, veteran and/or military status or any other
group status protected by federal or local law.If you require
reasonable accommodation for the application and/or interview
process, please notify a representative of the Human Resources
For more information about our commitment to equal employment
opportunity and pay transparency, please click the following links:
EEO and Pay Transparency .
Keywords: Fleetcor, Nashville , Vendor Partner Manager, Executive , Brentwood, Tennessee
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