Vendor Operations Manager (External Services)

Key Responsibilities

Vendor & Partner Management

• Own day-to-day communication with external vendors and service providers
• Coordinate incident resolution and follow-up activities with partners
• Track SLA compliance and service performance
• Organize operational reviews and regular follow-up meetings
• Escalate critical issues and drive resolution
• Coordinate contract renewals and vendor-related operational activities

External Services Operations

• Coordinate operational processes related to credit bureaus, KYC providers, fraud prevention services, identity verification solutions, banking data providers, and other external partners
• Support onboarding of new vendors and services
• Coordinate testing and validation activities for new integrations and changes
• Maintain operational documentation and process runbooks
• Ensure business continuity for vendor-dependent processes

Reporting & Regulatory Processes

• Coordinate periodic reporting processes with external organizations and bureaus
• Prepare, validate, and submit required files and reports
• Monitor report quality and resolve discrepancies
• Maintain documentation and supporting evidence required for audits and compliance requests

Cost & Billing Management

• Monitor service usage and operational costs
• Validate invoices and vendor charges
• Reconcile billing discrepancies with providers
• Support budgeting and forecasting activities related to external services

Incident Management

• Coordinate investigation of incidents involving external providers
• Collect logs, examples, and supporting evidence
• Communicate with vendors during production incidents
• Track corrective actions and post-incident follow-up activities
• Drive resolution of recurring operational issues

Cross-functional Coordination

• Work closely with Risk Tech, Product, Operations, Customer Support, Finance, Compliance, and Data teams
• Coordinate implementation of process improvements and automation initiatives
• Ensure alignment between business requirements and vendor capabilities