Vendor Manager

20 hours ago


Kuala Lumpur, Kuala Lumpur, Malaysia Monee Full time

About The Team
We are seeking a hands-on Vendor Manager to build and manage Monee's outsourced L1 BPO operations from the ground up. This role will design vendor governance frameworks, ensure regulatory compliance, oversee workforce planning and real-time management, and drive operational excellence across partners. Working closely with CX, Operations Excellence (OE), and vertical leads, the Vendor Manager will establish strong vendor accountability while enabling Monee's long-term scalability.

Job Description
Framework & Governance (Build & Enforce)

  • Design and implement vendor management framework covering SLAs, KPIs, escalation paths, and reporting cadence.
  • Draft and apply penalty/incentive structures to ensure vendor accountability and service quality.

Regulatory & Risk Alignment

  • Ensure BPO operations comply with BNM requirements on complaint handling, data privacy, and financial services obligations.
  • Identify operational risks early and lead remediation with vendors.

Workforce Management (WFM) & Real-Time Management (RTM)

  • Build WFM capabilities (forecasting, capacity planning, scheduling) from scratch for vendor oversight.
  • Set up RTM monitoring for live call/chat handling, SLA adherence, and surge response.
  • Align vendor workforce practices with Monee's internal WFM strategy.

Operational Performance & Scaling

  • Track and optimize KPIs (AHT, CSAT, FCR, SLA).
  • Manage phased transition of L2 skillset & workloads into BPO.

Cross-Functional Collaboration

  • Partner with CX team to embed quality and customer experience standards.
  • Work with OE to capture process gaps, automation opportunities, and continuous improvement.
  • Coordinate with vertical leads (KYC, Fraud, Collections, etc.) to ensure seamless customer journeys.

Requirements

  • Bachelor's degree in Business, Operations, or related field.
  • 5–8 years' experience in vendor management, BPO governance, or workforce management.
  • Strong hands-on experience in WFM/RTM setup and vendor KPI tracking.
  • Exposure to regulatory risk in financial services or e-commerce operations.
  • Proven ability to design frameworks and governance processes from scratch.
  • Excellent problem-solving and negotiation skills; comfortable enforcing penalties where needed.
  • Strong cross-functional collaboration skills with ability to influence without authority.
  • Builder mindset — capable of working independently at first, then scaling into a small governance team

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