Vendor Strategist - BPO

Summary

Join Mercury's Vendor Strategy team as a Vendor Strategist specializing in Business Process Outsourcing (BPO) partnerships. This role blends traditional vendor management with strategic planning and capacity planning, significantly impacting Mercury's vendor strategy during a growth period. You will expand Mercury’s vendor ecosystem and optimize existing partnerships. The team manages risk outsourcing across BPO and Risk Platform SaaS. Key responsibilities include developing BPO strategies, implementing governance programs, optimizing workflows, and leading capacity planning initiatives. Data analytics and cross-functional collaboration are crucial. You will also manage operational metrics and strategic initiatives, including building frameworks for new outsourcing.

Requirements

• 6+ years of experience in vendor management, partnership management, or related field, preferably working with offshore BPO operations in the Risk domain
• Demonstrated experience in capacity planning, resource forecasting, and related operational functions
• Strong analytical skills with proficiency in data analysis, third-party performance management, and workforce planning
• Experience with contract management, SLA development, and vendor governance

Responsibilities

• Own and develop comprehensive strategy for BPO utilization and growth
• Develop and implement governance programs for BPO providers
• Optimize outsourced workflows
• Support new outsourcing initiatives
• Lead capacity planning initiatives
• Resource forecasting
• Real-time management
• Strategic staffing optimization to ensure operational efficiency
• Create performance dashboards
• Structured data evaluation frameworks
• Support optimization of overall outsourcing efficiency
• Work with product, compliance, and strategic finance teams to ensure alignment with Mercury's broader objectives
• Drive and own key performance indicators including AHT, SLA, service delivery, QC, staffing efficiency and cost optimization
• Take over day-to-day management of BPO operations
• Build frameworks for outsourcing new lines of business
• Develop comprehensive governance models for BPO vendors

Preferred Qualifications

• Operational planning experience in startup or fintech environments
• SQL or other data analysis capabilities
• Knowledge of KYC/KYB domains
• Experience managing outsourced operations
• Program management background with ability to collaborate cross-functionally
• Contract negotiation and RFP experience
• Fintech or banking experience
• Startup experience

Benefits

• Base salary
• Equity (stock options)
• Benefits