Site Head – Vendor Management

About the role

The Site Head is responsible for overseeing and managing relationships with external vendors that provide call‑center sales services. Acting as the primary liaison, the role ensures outsourced sales programs deliver high‑quality service, meet performance targets, and continuously improve.

Key responsibilities

• Develop and maintain strong relationships with external vendors, serving as the main point of contact for all vendor‑related matters.
• Collaborate with vendors to define sales goals, objectives, and performance metrics aligned with company targets.
• Conduct regular vendor meetings, performance reviews, and monitor compliance with service level agreements (SLAs) and contract terms.
• Track and analyse key performance indicators (KPIs) such as sales conversion rates, call quality, and productivity, producing regular performance reports.
• Address vendor concerns, resolve disputes, and mediate conflicts to maintain smooth operations.
• Manage the internal team, handle escalations, ensure adherence to company policies and the ABC Code of Conduct.
• Coordinate with internal departments (credit, underwriting, operations) to obtain business approvals and address operational requirements.

Required profile

• Proven experience in vendor management, preferably within call‑center or outsourced sales environments.
• Strong analytical abilities to monitor performance metrics and drive continuous improvement.
• Excellent communication and negotiation skills for managing external partners and internal stakeholders.
• Ability to handle escalations and make decisions on complex customer interactions.
• Knowledge of compliance standards and corporate codes of conduct.

Required skills

What we offer

• Opportunity to lead a critical function within a fast‑growing omni‑channel platform.
• Collaborative environment with cross‑functional teams.
• Exposure to a diverse portfolio of financial products.