Sr Manager, Vendor and Performance Management

Company: T-Mobile
Location: Overland Park
Posted on: September 1, 2024

Job Description:

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That's how we're UNSTOPPABLE for our employees!The Senior Manager, Vendor and Performance Management is responsible for monitoring BPO vendor performance as well as managing internal and external service providers performing activities for the Shared Services team. This role will sit under the Finance, Procurement & Supply Chain (FP&SC) Magenta Services group and will be part of a Shared Services Organization. This role should have experience with managing vendor performance and relationships as well as operating model experience.This position is responsible for directly managing a team of analysts to:

• Provide oversight of BPO providers to ensure adequate support is provided to internal business partner teams. This includes relationship management, governance, contract compliance and service delivery, and escalation resolution.
• Oversee evaluation and improvement of the performance of the BPO vendor. This role oversees identification of key metrics to track, evaluate service effectiveness, recommends process improvements, and provides management with performance data to aid in decision making.
• Provide necessary support on key business projects and initiatives and key business functions.
• Manages and provides leadership, mentoring, coaching and career development planning for team members, and ensuring productivity is maximized and quality is delivered, how to improve their analyses and collaborative efforts and provides thought leadership on their work products.In this role, the Senior Manager will seek out opportunities for operational improvement and provides compelling business cases for change with proven cost savings or efficiencies, and will recommend, establish, implement and enforce policies and procedures that lead to excellent customer service.Responsible for day-to-day governance and oversight of BPO providers.
  • Oversight over the governance between the business partner team and BPO provider. This includes management of relationships, performance, established best practices, meetings, escalations, contract, and compliance.
  • Accountable for managing contractual deliverables and other business requirements performed by the BPO provider. Manage the day-to-day performance of the BPO provider and ensure that it is in alignment with the expectations of the business.
  • Manage escalations for BPO providers when a service falls outside the scope of the standard operating procedure. The Sr Manager will advise analysts on the approach for escalated and complex cases.Monitor and report out on the performance of the BPO vendors to Magenta Services partners:
    • Responsible for preparation of monthly performance/ operational reports for Magenta Services governance meetings.
    • Oversee business data analysis to investigate trends and patterns, apply statistical models and technical and formulate insights.
    • Develop comprehensive scorecard to track performance on existing services/processes of BPO vendors. Monitor performance of BPO vendors against external benchmarks and analyze performance data to identify trends, areas of underperformance, and opportunities for process improvement.
    • Ongoing process reviews and improvement initiatives to drive greater efficiencies for internal and external stakeholders.Review, refine, and optimize service management processes and procedures, including service request/delivery management, incident management, problem management, change management, to enhance efficiency and effectiveness.Oversee initiatives across the MSC organization and ensure efficient operations and alignment with organizational goals and assessing the impact of upstream and downstream initiatives to the MSC organization. Performs management activities that foster learning and employee development with a focus on driving organizational performance and productivity improvements.Also responsible for other Duties/Projects as assigned by business management as needed.Education:
      • Bachelor's Degree - Business, Corporate Finance, Computer Science, Information Systems, or similar degree (Required)
      • Master's Degree (Preferred)Experience:
        • 2-4 years Management, Team Lead, or other equivalent leadership experience in relationship management role. (Required)
        • 4-7 years Vendor Management and Relationship Management. (Required)
        • 4-7 years Experience with process redesign methods (such as business process re-engineering, Six Sigma or total quality management). (Required)
        • 4-7 years Experience of evaluating Vendor Performance. (Required)
        • Demonstrated experience producing executive level analysis. (Required)Skills:
          • Systems/Process Improvement/Management (Required)
          • Strategic Thinking / Analytical skills (Required)
          • Vendor Management (Required)
          • Contract Management (Required)
          • People Management (Required)
          • Cross Functional Relationships (Required)
          • Analytics (Required)
          • Project Management (Required)
          • Leadership (Required)
          • Problem Solving (Required)#LI-Corporate#LI-Hybrid* At least 18 years of age* Legally authorized to work in the United StatesTravel:Travel Required (Yes/No):YesDOT Regulated:DOT Regulated Position (Yes/No):NoSafety Sensitive Position (Yes/No):NoBase Pay Range: $117,300 - $211,600Corporate Bonus Target: 20%The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ287661&paradox=1At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out .Never stop growing!As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable!T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.

Keywords: T-Mobile, Overland Park , Sr Manager, Vendor and Performance Management, Executive , Overland Park, Kansas