Vendor Relationship Management Analyst (Fintech)

TL;DR

Vendor Relationship Management Analyst (Fintech): Managing business process outsourcing vendors for customer support operations with an accent on quality assurance, performance metrics, and regulatory compliance. Focus on conducting site audits, driving continuous improvement in contact center operations, and facilitating cross-functional collaboration to ensure service excellence.

Location: Must be based in or able to work from Draper, UT or Richardson, TX

Company

hirify.global is a leading global investment banking, securities, and investment management firm, with Marcus serving as its digital consumer banking division.

What you will do

• Manage onshore, nearshore, and offshore BPO vendors supporting customer calls and chat interactions.
• Conduct quarterly site visits and audits to ensure compliance with physical security, cyber risk protocols, and contractual SLAs.
• Provide leadership and coaching to analysts and vendor teams to drive performance and customer satisfaction.
• Collaborate with legal, risk, compliance, and technology teams to resolve operational issues and implement process improvements.
• Track and manage risks, incidents, and performance metrics across fraud and dispute servicing businesses.
• Document audit findings and remediation plans to maintain historical records and drive accountability.

Requirements

• Associate’s degree or equivalent professional experience.
• Minimum of 1 year in current role.
• Strong understanding of contact center metrics and customer service process improvements.
• Project management skills for launching, transitioning, or exiting vendor operations.
• Attention to detail regarding Statements of Work (SOW), contracts, and invoicing.
• Ability to travel for site visits as required.

Nice to have

• Bachelor’s degree in business or a related field.
• Leadership experience in a startup environment.
• Specific experience in BPO, supplier management, or category management.

Culture & Benefits

• Access to firmwide professional development, training, and networking opportunities.
• Commitment to diversity, inclusion, and employee wellness programs.
• Opportunity to work within a major global financial institution with a focus on digital innovation.
• Comprehensive benefits package including health and wellness offerings.