Tariff Program Analyst at BD managing tariff mitigation and import programs across North America. Ensuring compliance and operational efficiency by collaborating with various teams.
About the role
- Vendor Program Manager leading vendor relationships and operational excellence at Mapfre USA. Ensuring performance optimization and strategic partnerships for the Enterprise Contact Center and Insurance Operations.
Responsibilities
- 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
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