Role Overview

Responsible for coordinating external service providers
Maintaining operational relationships with partners
Monitoring service quality and costs
Supporting integrations
Ensuring continuity of critical business processes
Day-to-day communication with external vendors and service providers
Coordinating incident resolution and follow-up activities with partners
Tracking SLA compliance and service performance
Organizing operational reviews and regular follow-up meetings
Escalating critical issues and driving resolution
Coordinating contract renewals and vendor-related operational activities
Coordinating operational processes related to credit bureaus, KYC providers, fraud prevention services
Supporting onboarding of new vendors and services
Coordinating testing and validation activities for new integrations and changes
Maintaining operational documentation and process runbooks
Ensuring business continuity for vendor-dependent processes
Coordinating periodic reporting processes with external organizations and bureaus
Preparing, validating, and submitting required files and reports
Monitoring report quality and resolving discrepancies
Maintaining documentation and supporting evidence required for audits and compliance requests
Monitoring service usage and operational costs
Validating invoices and vendor charges
Reconciling billing discrepancies with providers
Supporting budgeting and forecasting activities related to external services
Coordinating investigation of incidents involving external providers
Collecting logs, examples, and supporting evidence
Communicating with vendors during production incidents
Tracking corrective actions and post-incident follow-up activities
Driving resolution of recurring operational issues
Work closely with Risk Tech, Product, Operations, Customer Support, Finance, Compliance, and Data teams
Coordinating implementation of process improvements and automation initiatives
Ensuring alignment between business requirements and vendor capabilities

Requirements

Native or fluent Spanish
English B2+ (written and spoken)
3+ years of experience in fintech, banking, payments, lending, or technology companies
Experience managing external vendors, partners, or service providers
Strong stakeholder management and communication skills
Experience coordinating operational processes and production incidents
Advanced Excel or Google Sheets skills
Strong analytical and problem-solving mindset
Ability to manage multiple priorities in a fast-paced environment
Strong attention to detail and process ownership

Benefits

Coordinating external service providers
Monitoring service quality and costs
Supporting integrations
Ensuring continuity of critical business processes

NOVACARD

Open Positions (1)

Operations

Vendor Operations Manager – External Services