Vendor Relationship Manager Jobs

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Job Summary

The Vendor Relationship Manager is responsible for establishing and maintaining relationships with vendors, contractors, and service providers. This position undertakes analysis and resolution of issues affecting the Customer Care organization. In addition, this position must monitor effectiveness of business processes, conduct analysis, make recommendations, and coordinate implementation for system, process and performance improvements resulting in timely and correct completion of customer issues and meeting Retention Call Center performance metrics. In this role, the successful candidate must develop skills and knowledge to effectively address and resolve issues across multiple functional groups including but not limited to Information Technology, Back Office Operations (including invoicing, service initiation, remittance processing), Consumer Operations, Marketing, Accounting, Human Resources, Legal, Regulatory, and Procurement.

Essential Duties/Responsibilities

• Continuous Improvement Team
• Outsourcing partners
• Initiate corrective action by working with vendors and other stakeholders
• Billing & Operations/ Back Office Functions
• Regulated and competitive go-to-market teams
• Measurement and Stakeholder Communications:
• Counterparts for other regions
• Prepare monthly, quarterly, and annual scorecards highlighting performance against KPIs
• Change Management and Support:
• PMO and Analytics Team
• Perform customer care impact assessments for business rule and process improvement changes driven from a variety of business units and departments
• Care & Retention Sales:
• CSMR
• Sales
• Coordinating all vendor management activities
• Track vendor costs and review associated invoices to ensure accuracy and consistency with contractual obligations
• Assist in the monthly call forecasting and communication processes
• QA/VOC
• Support partner KPI definition and measurement
• Digital Analyst
• Marketing
• Customer Experience Team
• Training
• Care & Change Stakeholders:
• Manage large and small changes into the customer care organization through coordination with key business and information technology teams
• Liaise with internal and external stakeholders to drive continuous improvement and a superior customer experience:
• Perform other duties as assigned
• Business Planning
• Undertake daily, monthly, quarterly, and annual monitoring of vendor performance vs targets and contractual obligations
• Prepare monthly, quarterly, and annual stakeholder briefings and presentations to keep stakeholders current with changes and performance against vendor agreements
• Data Science
• WFM
• Home Canada
• Identify and document technical system and process requirements for improved operational efficiencies and customer service-related global issues

Working Conditions

• Ability to travel to international work locations to support training projects/curriculum development may be required
• Open office environment.
• Weekend work, extended hours, and flexible work schedules may also be required
• Fast-paced, Retail Call Center environment

Minimum Requirements

• High school diploma required
• Excellent computer skills, including all MS Office applications is required

Preferred Qualifications

• Bachelor’s Degree from accredited four-year university program
• Strong project management, leadership, and relationship skills are preferred
• 2 years in operations within the energy industry or retail operations in competitive consumer services or call center operations
• 1-2 years’ experience analyzing data and looking for trends to improve performance
• Prior experience working for or with a BPO

Additional Knowledge, Skills, And Abilities

• Intermediate to advanced Excel skills preferred (Pivot Tables, in particular)
• Excellent analytical, organizational and communication skills
• Experience with 1 or more of the following tools is a plus:
• Proficient interacting with internal and external leadership teams
• NICE CXOne
• Must be able to work independently
• Is comfortable holding people accountable to commitments
• High degree of honesty and integrity
• Strong leadership skills
• SAP
• Good negotiation skills
• Strong attention to detail
• Power BI
• Results oriented
• Excellent computer skills, including all MS Office applications
• Team player with a strong work ethic

Physical Requirements

• Most work is performed on a personal computer in a seated position

NRG Energy is committed to providing broad access to employment opportunities so that diverse job seekers can apply to positions, and to ensuring our workforce represents the diverse communities we serve. We abide by human rights legislation and accommodate applicants and employees in accordance with applicable law.

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