Vendor Oversight Operations Leader

Role Overview

• Define and lead the enterprise vendor strategy for CBWS, identifying opportunities for strategic sourcing aligned to long-term business and servicing objectives
• Direct large-scale outsourcing and migration initiatives across multiple vendors, ensuring minimal disruption to service levels and client outcomes
• Own performance outcomes across vendor-supported operations, including service, cost, quality, and risk
• Establish and enforce enterprise-level governance frameworks, controls, and performance standards across vendor partners
• Lead resolution of complex, high-impact service issues, ensuring timely remediation and root cause elimination
• Partner with senior leaders across CBWS and enterprise functions (Risk, Compliance, Technology, Product) to align vendor strategy with broader business priorities
• Lead financial planning and oversight for vendor operations, including budget design, forecasting, and cost optimization strategies
• Lead and develop a multi-layered organization, including managers and senior professionals, fostering a high-performance, accountable culture

Requirements

• Extensive experience in operations, vendor management, or contact center leadership within complex, multi-channel environments
• Demonstrated success leading large-scale transformation, outsourcing, or vendor optimization initiatives
• Deep knowledge of banking operations, regulatory requirements, and risk management practices
• Proven ability to influence senior stakeholders and drive cross-functional alignment
• Strong financial, analytical, and strategic planning capabilities
• Experience leading large, multi-layered teams with enterprise impact

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law