Manager, Partner Delivery

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Corpay is currently looking to hire a Manager, Partner Delivery within our Corporate Payments division. This position falls under our Corpay Payables line of business and is located in Brentwood, TN. In this role, you will directly support our partners to ensure the greatest customer experience and results. You will create and take full ownership of customer experience including service process, service delivery, and continuous improvement.

You will report directly to the BPO Partner Operations Director and regularly collaborate within the BPO team.

• Assigned workspace in Brentwood, TN.
• Company-issued equipment.

• Serving as a Subject Matter Expert in our line of business and identifying process improvement opportunities.
• Working with vendors and training teams to capture detailed requirements for workflow process documentation.
• Serving partners to remove barriers and drive great results for customers.
• Assisting in developing and monitoring Call Center Vendor Scorecards to monitor and manage vendor performance.
• Identifying opportunities and ensuring action plans are established and achieved.
• Working closely with the leadership team and stakeholders to ensure SLAs, deliverables, compliance requirements, and expectations are met.
• Providing support to Relationship Managers, Account Managers, Performance Managers and Compliance Managers for problem resolution with assigned vendors.
• Diagnosing call center vendor poor performance and implementing “get well” plans.
• Facilitating resolution of escalated vendor-related issues.
• Executing various vendor management programs: quarterly business reviews, annual vendor reviews, scorecards, performance management activities, and reporting.
• Facilitating regular business reviews with assigned vendors to discuss performance, SLAs, deliverables, compliance, and improvement plans.
• Providing ongoing Call Center Vendor Scorecard updates to senior leadership.
• Assisting with preparing annual budgets and providing monthly insights on performance to plan.
• Identifying cost-saving opportunities related to volume or call center efficiencies.
• Generating and encouraging innovative solutions to create opportunities and address problems.
• Challenging conventional thinking to find better ways to achieve results.
• Possibly managing direct reports.

• Bachelor’s degree in business or related field and 2 years of experience in Offshore Call Center Operations or related outsourcing or operations managerial position (manager level or above), or 5 years of experience in lieu of a degree.
• Ability to travel up to 50% domestic and international; passport required.
• 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 in developing and maintaining relationship management skills and navigating complex political situations.
• Excellent verbal, written, and presentation communication skills with diverse internal and external audiences.
• Ability to communicate to the Director level through various methods (verbal, email, PowerPoint).
• Demonstrated ability to influence, promote and sell ideas to management, business partners, and peers.
• Strong ability to drive continuous improvement culture.
• Demonstrated flexibility and maintaining effectiveness in varying situations.
• Ability to manage multiple tasks and projects in a timely manner.
• Experience with preparing annual budgets, monitoring performance, and providing recommendations for cost savings.
• Intermediate proficiency with Microsoft products required.
• Proficiency in creating reports and dashboards in Salesforce and other Salesforce related technology required.

• Medical, Dental & Vision benefits available the 1st month after hire.
• Automatic enrollment into our 401k plan (subject to eligibility requirements).
• Virtual fitness classes offered company-wide.
• Robust PTO offerings including major holidays, vacation, sick, personal, & volunteer time.
• Employee discounts with major providers (wireless, gym, car…