Vendor Manager (Monee)
MoneeKuala Lumpur, Kuala Lumpur, Malaysia30+ days ago
Job descriptionBachelor’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. Mid-Senior level Full-time Management and Manufacturing
Monee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Overview
Join to apply for the Vendor Manager (Monee) role at Monee. 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.
Responsibilities
- 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.
- Ensure BPO operations comply with regulatory requirements on complaint handling, data privacy, and financial services obligations.
- Identify operational risks early and lead remediation with vendors.
- 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.
- Track and optimize KPIs (AHT, CSAT, FCR, SLA).
- Manage phased transition of L2 skillset & workloads into BPO.
- 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.
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Seniority level
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Manager • Kuala Lumpur, Kuala Lumpur, Malaysia