Manager, vendor operations

Description If you're energized by building team capability, solving operational problems, and driving consistent delivery in a fast-moving environment, this is an opportunity to make a significant impact within Small Commercial Underwriting!

Description As Manager, Vendor Operations, you'll lead a team of Vendor Operations Specialists responsible for the execution of offshore sourcing operations supporting Small Commercial Underwriting. You'll be the dedicated operational leader this team has been built to have: focused on your people, owning delivery performance, and creating the stability that makes strategic growth possible. You'll partner closely with the Senior Manager, Vendor Operations, who leads sourcing strategy and transformation, while you own operational execution and team performance.

Key Responsibilities

1. Serve as the primary people leader for a team of Vendor Operations Specialists, owning coaching, performance management, talent development, and engagement
2. Lead hiring, onboarding, and ramp-up for new team members, building a consistent and repeatable path to productivity
3. Manage workload distribution and capacity planning across the team, ensuring sustainable performance through volume surges, staffing transitions, and competing priorities
4. Oversee day-to-day delivery of offshore sourcing workflows supporting 1.2M+ annual Small Commercial Underwriting transactions across vendor partners Genpact, TCS, and Bevaya AI
5. Monitor KPIs, SLA performance, and quality metrics; identify trends and risks early and drive resolution in partnership with vendors and internal stakeholders
6. Lead operational forums focused on BAU process improvement, Standard Work governance, and issue resolution
7. Partner with the Senior Manager on transition readiness assessments, owning BAU stabilization, and confirming handoff criteria are met before new work moves into sustained operations
8. Prepare and deliver clear, concise performance updates and escalation communications for stakeholders across Underwriting, Underwriting Support, QA, and EBPS/Vendor Strategy

Ideal candidates will have:

• Experience in operations or project management, including direct people leadership
• Demonstrated ability to coach and develop team members across varying experience levels
• Strong analytical skills and comfort managing performance through metrics, KPIs, and operational data
• Ability to manage competing priorities and timelines across multiple stakeholders
• Clear, confident communicator — equally effective in a team setting, a stakeholder update, or a vendor accountability conversation
• Proficiency in Excel and PowerPoint; comfort learning tools like SmartSheet, Wrike, or similar platforms

Preferred:

• Familiarity with Small Commercial Underwriting
• Experience managing offshore or third-party vendor relationships
• Experience leading teams through organizational change or a scaling operating environment

Qualifications As a Manager of Vendor Operations, you will develop policies, standards and procedures for outsourcing key business processes to a third party vendor(s). You will define, analyze, and assess key performance metrics to ensure vendors meet business needs. Oversee the deployment and implementation of programs and new initiatives. Manages the relationship with third party vendors at the operational level. May have some responsibility for strategic vendor relationship management and account management. Employees may apply for a new role after completing 12 months of employment in their current position. Employees should review all role requirements and apply only for positions for which they are eligible. Hiring processes may vary by country, including differences in procedures, requirements, and timelines. For country-specific details, please consult your local recruiting / HR team.