Description WHAT YOU WILL DO 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.
HOW YOU WILL MAKE AN IMPACT 1. Vendor Performance Management
- 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 and terms, as needed.
- Develop and maintain vendor process workflows depicting their interaction with HCA.
2. Vendor Compliance & Audits
- 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. Performance Audits & Continuous Improvement
- Utilize data and performance metrics to identify trends, optimize vendor performance, and address areas for improvement.
- Prepare regular reports to communicate results to internal stakeholders and senior management.
- 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 TO THE ROLE - Minimum 8 years progressive experience 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.
- Experience in a captive finance environment preferred.
- Bachelor's degree in Business, Accounting, Economics, Finance, or related field, or equivalent work experience
- Strong 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.
- 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.
- Strong interpersonal skills to work in a team environment and build relationships with internal and external stakeholders.
- Ability to successfully manage, train, develop and mentor direct reports.
WE TAKE CARE OF OUR PEOPLE At HCA, we know our success starts with our people. We offer a comprehensive rewards package designed to support your health, financial wellbeing, and life outside of work - so you can bring your best every day.
In addition to competitive pay, our benefits include:- Hybrid work schedule offering 4 on-site days and 1 remote day per week
- Vehicle benefits designed around your role, including monthly allowances and purchase and lease discounts
- Flexible health coverage with medical, dental, and vision plans, including no cost and low-cost options
- Annual employer HSA contribution to help offset healthcare expenses
- 401(k) with company match and immediate vesting, so you can start building your future from day one
- 100% company paid life and disability insurance for added peace of mind
- Wellbeing programs at no cost to you, including gym benefits and health resources
- Generous parental leave to support growing families
- Paid Volunteer Time Off, plus a company donation to a charity of your choice
At HCA, our benefits are more than perks - they're part of our commitment to supporting you at work and in life. Learn more about benefits at HCA!
WHAT HAPPENS NEXT Express your interest by submitting an application. Once your application is received, our recruiting team will review your application to see if you meet the basic and preferred qualifications listed on the job description. For more information on our culture, visit our careers page.
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