Vendor Operations Manager – BPO Partners

Operations

K sh 150,000 – 260,000 gross / month

Openings: 1 Location: Nairobi – Parklands (Chiromo Ln) Overview: Here’s the gig: you run the show with our BPO partners across East Africa, making sure sales and support act less like separate teams and more like one seamless machine. SLAs, QA calibrations, payroll audits, if it touches governance, it’s yours. The board loves facts, dashboards, and fair but firm conversations. Your daily rhythm will include aligning scorecards, running nesting programs, and catching attrition before it spirals. Billing versus performance? You’ll reconcile, approve incentives, and ensure the numbers match reality. One misstep and it’s on you, so precision is non-negotiable. Continuous improvement isn’t a buzzword here; it’s a KPI. You’ll own playbooks, audit findings, and cross-site initiatives, translating messy operations into consistent results. If you thrive on clarity, control, and making others accountable, this role is built for you. Key Responsibilities: - Own contracts, SLAs, and governance calendars (QBR/MBR). - Align QA scorecards; run calibrations and nesting programs. - Track hiring, training, and attrition; intervene early. - Reconcile billing vs performance; approve incentives/penalties. - Drive continuous improvement and playbooks across sites. Education & Experience: - BCom/BA (PPM); 4–6 years vendor/BPO management. Skills & Tools: - Contract basics, Excel/BI, QA/WFM literacy, negotiation. KPIs: - SLA adherence, QA pass rates, attrition %, cost/resolve, audit findings. Compensation (Kenya): KES 150,000–260,000 + annual bonus. Figures are client estimates and may vary depending on experience. Benefits: - Medical, pension, travel. Growth Path: - Senior Vendor Manager → Service Delivery Lead → Head of Operations. Ideal hierarchy and expected promotion cycle.