Vendor Manager (Monee)

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.

Qualifications

Seniority level

Employment type

Job function

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