BPO Relationship Manager

Role Overview

• Own and manage the BPO relationship and contract, driving performance, compliance, and service delivery.
• Oversee governance and performance against SLAs and KPIs.
• Ensure full alignment with banking regulations (Reg E, UDAAP, FDCPA) and partner-defined standards.
• Lead business reviews, escalations, audits, and corrective actions with vendor leadership.
• Manage onboarding, training, and knowledge transfer to maintain high-quality customer interactions.
• Deliver clear reporting and performance insights to internal leadership and partner stakeholders.
• Identify and implement efficiency gains, service improvements, and technology integrations.
• Support regulatory exams, audits, and third-party risk management activities.

Requirements

• Strong knowledge of customer service metrics, complaint handling, and regulatory compliance.
• Excellent communication, negotiation, and analytical skills.
• Offshore/nearshore BPO experience, Reg E dispute management, Lean Six Sigma or project management certification – preferred.
• Bachelor’s degree in Business, Finance, Operations, or related field.
• 5+ years of experience in customer service operations, vendor management, or BPO oversight (banking or fintech preferred).
• Proficiency with CRM systems, call center platforms, and performance dashboards.

Benefits

• Medical Coverage: Choose from three competitive medical plans to find the coverage that best fits your needs and lifestyle.
• Health Savings Account (HSA): Available with eligible medical plans, offering tax advantages and employer contributions.
• Flexible Spending Accounts (FSA): Options for healthcare and dependent care expenses to help you save on out-of-pocket costs.
• Dental and Vision Insurance: Plans to keep you and your family smiling and seeing clearly.
• Life Insurance: Company-paid basic life insurance with options to purchase additional coverage for yourself and your dependents.
• Long-Term /Short-Term Disability (LTD): Income protection in the event of a long-term illness or injury.
• Supplemental Benefits: Including Hospital Indemnity, Accident Insurance, and Critical Illness coverage to provide extra financial support when you need it most.
• 401(k) Retirement Plan: A competitive retirement savings plan with company matching to help you plan for the future.
• Paid Time Off: Generous vacation and sick leave policies to support your time away from work.
• Holidays: Enjoy 11 paid holidays throughout the year.