Vendor Program Manager

Role Overview

• Serve as the day-to-day liaison with ECC and Insurance Operations vendors and BPO partners.
• Foster strategic relationships and ensure alignment with Mapfre goals.
• Monitor contractual performance using defined metrics and KPIs including SLA adherence, budget compliance, and quality assurance.
• Track and document vendor performance issues; request action plans and lead follow-up to resolution.
• Ensure that every vendor performance issue is tracked with a documented root cause analysis, action plan, and resolution timeline.
• Provide structured support to vendors as designed by the COPC operating model.
• Manage the contract and invoice repository.
• Lead the reconciliation of invoices, budget tracking, and vendor cost forecasting.
• Create a calendar of recurring vendor reviews with structured agendas including SLA review, variance root cause, invoice reconciliation, and forecasting.
• Include formal year-end performance evaluations for each vendor, feeding into renewal or renegotiation decisions.
• Maintain a live document of all open vendor action items and follow-ups.
• Ensure adherence to schedules, shrinkage, and staffing expectations by monitoring performance against scheduling.
• Resolve service escalations originating from internal departments or external customers in relation to vendor performance.
• Support bid and RFP processes for new vendor selection and procurement.
• Manage the onboarding and offboarding process for vendors, including operational readiness and knowledge transfer.
• Partner with Workforce Management to ensure vendor staffing plans are accurate and support overall vendor strategy.
• Lead vendor-side initiatives aligned with department goals, including pilot testing, performance remediation, and continuous improvement.
• Represent the department in cross-functional projects involving vendor technology integrations, compliance, and customer experience enhancements.
• Uphold COPC-aligned governance practices to ensure vendor performance is measured, documented, and optimized through continuous feedback loops.
• Champion the Mapfre brand through effective vendor engagement, communication, and accountability.

Requirements

• Bachelor’s Degree in a related field Preferred or Associate’s Degree Required
• 4-6 years of vendor management, BPO oversight, or operations leadership Preferred or 6-8 year of related experience with Associates Degree Required
• Strong oral and written communication skills.
• Excellent organizational and multitasking capabilities.
• Proficiency in analytical reporting and metric interpretation.
• Advanced skills in Microsoft Excel, PowerPoint, and business intelligence tools.

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Flexible working hours
• Professional development opportunities