Job Description

Title: BPO Relationship Manager

Reports to: Senior Vice President of Digital Operations

Location: Tampa, FL

Summary/Objective 

The BPO (Business Process Outsourcing) Relationship Manager is responsible for overseeing and strengthening our relationship with third-party contact center vendors. This individual will define key performance metrics aligned with the growth of our digital lending division and ensure service levels are consistently met. Additionally, they will be the BPO’s main point of contact at the Bank, connecting the BPO partner with internal resources to facilitate technical help, process and training documentation. 

Essential Functions

• Lead and manage the BPO partner relationship to ensure alignment with TBO culture and customer service priorities.Ensure BPO staff have appropriate system tools and access levels.
• Establish and track KPIs and SLAs, providing regular performance analysis of the BPO partner.
• Execute implementation plans for product updates and initiatives in collaboration with the BPO.
• Communicate customer insights and operational feedback from the BPO to internal teams to guide system enhancements.
• Monitor trends in offshore/nearshore service markets and recommend process adjustments accordingly.
• Manage vendor costs by monitoring staffing efficiency and operational outputs.
• Lead quarterly business reviews with key stakeholders and executive leadership.
• Act as a liaison between the BPO and internal teams to ensure the BPO partner has tools and resources necessary to resolve core customer service functions

Competencies

Experience:

• Minimum 3 years in managing outsourced business processes
• Excellent relationship-building and interpersonal communication
• Strong analytical and problem-solving capabilities
• Ability to thrive in a fast paced, ever changing, entrepreneurial environment that requires the ability to prioritize, multitask and change direction easily

Preferred:

• Experience in banking, finance, or FinTech industries
• Familiarity with compliance in short-term/high-risk consumer finance

Other:

• Willingness to travel as needed

Physical Demands

Regular requirements:

• Sit 
• View computer monitors
• Talk
• Hear
• Stand
• Walk
• Use hands to type / handle / feel
• Reach with hands & arms

Preferred Education and Experience

Bachelor’s degree in a related field or an equivalent combination of education and experience. Experience in short-term or high-risk consumer finance is strongly preferred.

*TBO Bank is proud to have an inclusive culture committed to ensuring equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.

*Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions. 

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