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Partner Performance, BPO Manager
Lending Club
San Francisco, CA, United States
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Lending Club (NYSE: LC) is the world's largest online marketplace connecting borrowers and investors. Our mission is to transform the banking system to make credit more affordable and investing more rewarding and help people achieve their financial goals. We operate at a lower cost than traditional banks and pass the savings on to borrowers in the form of lower rates and to investors in the form of attractive risk adjusted returns. Since launching in 2007, we've built a trusted brand with a track record of delivering exceptional value and satisfaction to both borrowers and investors. We're proud to be recognized as a leader for our growth and innovation, including being named a CNBC Disruptor 50 for the second year in a row, one of Forbes' America's Most Promising Companies for three years in a row, one of the Inc. 500., as well as the company with the "Best Start-Up CEO to Work For" by Business Insider. We're conveniently located in downtown San Francisco, California. In 2014, we had the largest IPO for a U.S.-based tech company.
Profile:
We’re looking for an all-star business leader to build and develop world-class provider partnerships supporting our borrowers across the U.S. and globally. You will be responsible for defining site and vendor strategy, and managing contact center vendor relationships across the globe, including procurement of services, vendor governance, service delivery, contract administration, and risk mitigation and control. The right person is ready to make tough data-backed decisions in a high-stakes, high-speed environment. You are passionate about delivering wow customer experiences, passionate about solutions, and love getting in the weeds on any and all issues. Does this sound like you? If so, keep on reading.
About you:
• Manage Business Process Outsourcing (BPO)/Shared Services vendors and strategy, including monitoring and reporting metrics such as productivity and quality, resolving service issues and escalating as necessary
• Lead project plans, document process flows, and ensure the proper execution of controls as they relate to compliance guidelines
• Oversee and participate in improving operational metrics, business case development, and performance measurement
• Manage escalations of systems issues and engage with technical and business operations teams to resolve problems
• You provide excellent customer service to suppliers and internal stakeholders by resolving questions and issues quickly and accurately
• Coordinate with cross-functional teams and process owners (e.g., Shared Services, Procurement, Strategic Sourcing, Business Applications, Accounting/Finance, Internal Audit, Legal) to ensure end to end process alignment
Ideal candidates will have expertise in one or more of the following areas: Shared Services, Business Process Outsourcing Management, Stakeholder Management, Procurement Operations Management, and/or Call Center Management.
Additional Experience and Requirements:
• Bachelor’s degree with minimum of 5+ years of support center management experience required
• Strong planning and interpersonal skills as well as attention to detail
• Strong communication, reading comprehension, and writing skills
• Ability to handle multiple priorities and to meet deadlines in stressful situations
• Proven ability to manage financial performance, full P&L management experience
• 25%+ travel required (domestic and international)
• MBA or graduate degree preferred
• Strong technical and analytical aptitude
• People love working with you!
• You love working with people with different approaches and styles
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.