Job Title

What We Need Corpay is currently looking to hire a Manager, Partner Delivery within our Corporate Payments division. This position falls under our Corpay Payables line of business and is located in Brentwood, TN. In this role, you will directly support our partners to ensure the greatest customer experience and results. You will create and take full ownership of customer experience including service process, service delivery, and continuous improvement. You will report directly to the BPO Partner Operations Director and regularly collaborate within the BPO team. How We Work As a Manager, Partner Delivery, you will be expected to work in a hybrid environment. Corpay will set you up for success by providing: Assigned workspace in Brentwood, TN. Company-issued equipment Role Responsibilities The responsibilities of the role will include: Serving as a Subject Matter Expert in their line of business and identifying areas for process improvement. Working with vendors and training teams to capture detailed requirements for workflow process documentation. Serving our partners to remove barriers and helps drive great results for our customers. Assisting in developing and monitoring Call Center Vendor Scorecards (quantitative and qualitative measures of performance against selected SLAs and metrics) to monitor and manage vendor performance. Identifying opportunities and ensuring action plans are established and achieved. Working closely with the leadership team and stakeholders to ensure SLAs, deliverables, compliance requirements and expectations are met. Providing support to Relationship Managers, Account Managers, Performance Managers and Compliance Managers for problem resolution with assigned vendors. Working closely with business partners to diagnose call center vendor poor performance and assisting to put in place "get well" plans. Facilitating the resolution of escalated vendor-related issues. Executing various vendor management programs, such as quarterly business reviews, annual vendor reviews, scorecards as well as other performance management activities and reporting as required. Facilitating regular business reviews with assigned vendors to discuss vendor performance reporting, SLAs, deliverables, compliance requirements, other contract expectations, relationship health and improvement plans (when necessary). Providing ongoing Call Center Vendor Scorecard updates to senior leadership on performance, identified issues and action plans. Assisting with preparing annual budgets and providing monthly insights on performance to plan. Identifying opportunities for cost-savings related to volume or call center efficiencies. Generating and encouraging innovative solutions to create opportunities and address problems Challenging conventional thinking to find better ways to achieve results. May have direct reports. Qualifications & Skills Bachelor's degree in business or similar field and 3 years of demonstrated work experience in call center operations or related outsourcing at the operations manager level or above, or 5 years of related work experience in lieu of a degree. Ability to travel up to 50% both domestic and international travel, passport is required. Proven ability to analyze and resolve complex business issues. Proven ability to define problems, collect and analyze data, establish facts, and draw valid conclusions. Demonstrated ability in developing and maintaining relationship management skills and can maneuver through complex political situations effectively. Excellent verbal, written and presentation communication skills with diverse internal and external audiences. Possesses the ability to communicate to the Director level through various methods (verbal, email, PowerPoint). Demonstrated ability to influence, promote and sell ideas to management, business partners and peers. Strong ability to act in and drive a continuous improvement culture. Demonstrated flexibility and maintaining effectiveness in varying situations with diverse roles, responsibilities, work environments, and people. Ability to manage multiple tasks and projects in a timely manner. Demonstrated experience with preparing annual budgets, monitoring performance to plan and providing recommendations for cost savings opportunities. Intermediate proficiency with Microsoft products required. Proficiency in creating reports and dashboards in Salesforce and other Salesforce related technology required. Benefits & Perks Medical, Dental & Vision benefits available the 1st month after hire Automatic enrollment into our 401k plan (subject to eligibility requirements) Virtual fitness classes offered company-wide Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time Employee discounts with major providers (i.e. wireless, gym, car rental, etc.) Philanthropic support with both local and national organizations Fun culture with company-wide contests and prizes Equal Opportunity/Affirmative Action Employer Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department. For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEOC and Pay Transparency.