Job Description

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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st Shift (United States of America)

Please review the following job description:

The Vendor Manager is responsible for providing operational oversight, expanded BPO services, and continuous process improvement across all offshore support functions. This role ensures operational efficiency, accuracy, and compliance while serving as the primary liaison between offshore teams, production units, vendors, and internal stakeholders. The Vendor Manager assists with standardization, supports automation initiatives, and ensures the offshore teams are equipped with the tools, training, and guidance necessary to meet organizational performance expectations. Strong analytical skills, effective communication, and a deep understanding of the insurance industry are essential.

Key Responsibilities

Operational Leadership & Oversight

• Provide oversight for all offshore operational activities, ensuring service quality, process accuracy, and alignment with organizational standards.
• Liaison between key internal stakeholders and offshore partners- including Quality Management, Workforce Management, Relationship Management and the COR team.
• Manage the triage, prioritization, and resolution of all requests, ensuring timely and effective support to production teams.
• Oversee the maintenance, governance, and accuracy of signature repositories for both Binding and Brokerage divisions.
• Assist with troubleshooting, and resolution of automation or system issues, partnering with internal departments to implement sustainable process improvements.
• Lead continuous evaluation of workflows to promote operational efficiency, standardization, and error reduction.
• Oversee the development, revision, and maintenance of Standard Operating Procedures (SOPs) across all offshore-supported processes.
• Provide operational support and administrative oversight for ODEN Policy Terminator functions for offshore teams and multiple internal offices.
• Manage onboarding for new markets, retailers, and system users for both offshore and production teams.
• Supervise password and credential administration in accordance with company security protocols.
• Communicate platform updates, website changes, and moratorium notifications to offshore teams to ensure compliance and operational readiness.
• Serve as an escalation point for all global work types.
• Provide support to vendors and production teams, ensuring seamless workflow functionality.
• Oversee the acquisition and maintenance of offshore user credentials for Loss Run carrier portals and inspection vendor platforms.

Vendor Team Management & Development

• Coach and develop offshore teams, ensuring high performance, quality output, and adherence to service standards.
• Serve as the primary point of contact for offshore team inquiries, escalations, and operational issues.
• Oversee the daily review, reassignment, and workflow management of ImageRight tasks, ensuring accurate routing and timely completion.
• Manage the tracking, analysis, and resolution of Q&A items, identifying knowledge gaps and implementing corrective training.
• Monitor production performance and ensure offshore teams meet established KPIs, including AHT (Average Handling Time) targets.
• Conduct monthly audits of offshore processes and present findings with actionable recommendations to leadership
• Investigate and respond to offshore-related issues escalated by production teams, ensuring timely resolution and communication.

General Description of Available Benefits for Eligible Employees of CRC Group: At CRC Group, we're committed to supporting every aspect of teammates' well-being – physical, emotional, financial, social, and professional. Our best-in-class benefits program is designed to care for the whole you, offering a wide range of coverage and support. Eligible full-time teammates enjoy access to medical, dental, vision, life, disability, and AD&D insurance; tax-advantaged savings accounts; and a 401(k) plan with company match. CRC Group also offers generous paid time off programs, including company holidays, vacation and sick days, new parent leave, and more. Eligible positions may also qualify for restricted stock units and/or a deferred compensation plan.

CRC Group supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. CRC Group is a Drug Free Workplace.

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