Description

What to Expect

The Sr. Manager, Payment Excellence is responsible for executing strategic initiatives related to Payment Processing vendor operations and leading a team to achieve objectives. This role is directly responsible to foster a positive performance coaching culture and equip outsourced vendor personnel with training and development necessary to deliver seamless customer experiences. Key responsibilities include managing efficiency-focused initiatives, developing and deploying vendor performance monitoring dashboards, and addressing QA and compliance gaps through targeted training. In addition, this role will interface with HQ, HR, FP&A, OSAT, and Procurement, to present insights and data to support strategic initiatives.

What You Will Do

1. Monitor and evaluate vendor performance against agreed-upon key performance indicators (KPIs) and goals, ensuring they meet and exceed production and quality targets.
• Foster strong relationships with vendor management teams to foster a positive performance coaching culture and equip teams with training and development to deliver seamless customer experiences.
• Serve as the primary point of contact for issue escalation and resolution.
• Ensure vendors are meeting all the contractual obligations and service-level agreements (SLAs) established in the vendor agreements.
• Collaborate with Procurement and leadership to adjust vendor contract/terms, as needed.
• Develop and maintain vendor process workflows depicting their interaction with HCA.

2. Ensure vendors adhere to all regulatory and compliance requirements set forth by our organization and relevant authorities.
• Regularly audit vendor processes to identify and rectify any compliance gaps.
• Establish and maintain vendor issue logs with follow up and resolution of each issue.
• Follow-up with vendors to ensure that required remediation is conducted in a timely manner.

3. Utilize data and performance metrics to identify trends, optimize vendor performance, and address areas for improvement.
• Prepare regular reports.
• Conduct monthly reviews of outsourced funding vendor invoices to ensure accuracy and approve payments, while assessing and managing risks associated with vendor services and collaborating with relevant teams to implement proactive solutions.

4. Lead, mentor, and develop team members by providing direction, performance feedback, and support to ensure effective collaboration, professional growth, and achievement of organizational and personal goals.

Qualifications

What You Will Bring
• Minimum 8 years progressive experience in a captive finance company, preferably in servicing, call center operations or back-office functions.
• Experience in offshore vendor management, contracting, service level agreement adherence, and overall global support operations.
• Minimum 3 years supervisory experience required.
• Bachelor's degree in business administration, Accounting, Economics, Finance, or related experience, or equivalent experience.
• Excellent project management skills and demonstrated competency with research, analysis, and project leadership.
• Proficient with project and presentation software including PowerPoint, Visio, MS Project, Excel, Access, and Word.
• Proven ability to implement coaching tools to drive performance.
• Excellent oral and written communication skills, including the ability to explain complex long-range plans and effectively present to senior management.
• Ability to apply knowledge in the financial services environment.
• Strong communication and process improvement skills with an advanced ability to conceptualize and design new methods for practical application.
• Effectively manages and leads change.
• Problem solving and critical thinking skills.
• Strong interpersonal skills.
• High degree of subject matter expertise in financial services industry particularly as it relates to servicing operations.

Work Environment

Employees in this class are subject to extended periods of sitting, standing, and walking, vision to monitor and moderate noise levels. Work is performed in an at home and office environment.

The posted salary range for this job takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; geographic location, and other business and organizational needs. Successful candidates may be hired anywhere in the salary range based on these factors. It is uncommon to hire candidates at or near the top of the range.