DD Outsourcing Vendor Manager

Salary Range : INR LPA to INR LPA RSUs

When applying please upload your cover letter as well as your resume.

The DD (Due Diligence) & FinCrime Outsourcing Vendor Manager is the member of the team that directly leads DD Outsourcing Coordinators who work directly with the vendors that are providing services to us. They are responsible both within their own role scope and as leads of vendor coordinators for keeping the vendors accountable for providing services to us according to contractual agreements at a high level. They also focus on the vendors capacity making sure the vendors hire according to the ramp plan and agent profile provided by Wise. 

The Vendor Managers are also responsible for vendor level performance any shortcomings and actions to improve are voiced through the Weekly Business Review calls and documented with the vendor.
 

Responsibilities

• Lead DD and FinCrime Outsourcing Coordinators fostering an inclusive and supportive environment. Provide structured feedback conduct team meetings and oversee development initiatives.
• Ensure direct reports have the necessary tools training and support to perform their roles effectively.
• Manage vendor relationships through regular WBRs targeted meetings site visits and audits. Address performance issues and escalate as needed.
• Oversee vendor contracts (NDAs MSAs SOWs) ensuring timely renewals amendments and compliance with negotiation processes.
• Align vendor performance targets with internal goals collect feedback and implement necessary adjustments.
• Monitor vendor quality escalations and corrective actions ensuring effective outlier and PIP processes.
• Conduct invoice reviews track costs and support budgeting and forecasting.
• Oversee vendor capacity hiring and workforce planning ensuring alignment with business needs.
• Manage training programs ensuring sustainability and effectiveness of vendor learning infrastructure.
• Analyze vendor performance data utilize dashboards and contribute to data-sharing improvements.
• Maintain and update vendor documentation contracts and process guidelines ensuring operational scalability.
• Lead process improvement projects including tool migrations dashboard creation and access management.

Qualifications :

• Youre fully fluent in English and you have excellent verbal and written skills.
• Youre working at an equivalent leadership level (Level 4 or 5) in Due Diligence or related Servicing teams.
• Youve got strong analytical skills - you are comfortable with data including setting and tracking KPIs.
• Youve got a sharp attention to detail focus on accuracy and are independent in your work. You enjoy owning your work and leading projects when needed.
• Youre focused on the outcome for the customers the team and the company.
• Youve got a strong aptitude for learning new skills and youre proactive in up-skilling yourself.
• Youve got great people skills and youre a great relationship builder - any previous leading experience is a benefit!

Additional Information :

• Daily partner management - Solve ad hoc issues contributing to the Wise KYC strategy owning the agent database processes (WorkDay). Follow the monthly vendor billing process. Acting as a main point of contact for the vendor.
• Process design & improvement - Active involvement in the development and direction setting of the Due Diligence Vendor Management team including continuous improvement of the outsourcing process.
• Ramping up outsourcing - Ensure a high level of new agents joining by performing hiring calibrations for all outsourced roles. Work with other Vendor Managers regarding headcount balance between vendors.
• Escalation tracking - Understanding the escalation logic for each outsourced line of work tracking and improving the escalation accuracy of the outsourced team.
• Quality and Training oversight - Helping to set up and maintain the outsourced teams training and quality strategy including new starter and improvement trainings.
• Leadership support - Main point of contact for the outsourced SMEs Leads Trainers and QAs offering guidance and support and keeping the Wise way of working within the outsourced support functions.
• Reporting - A clear understanding of the customer support KPIs setting and tracking of the Service Delivery Gates using data extracted from Looker for projects.
• Live the values - Contribute to the teams culture and set a great example by living our values on a daily basis.

For everyone everywhere. Were people building money without borders  without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.

Were proud to have a truly international team and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected empowered to contribute towards our mission and able to progress in their careers.

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Remote Work :

No

Employment Type :

Full-time