Vendor Excellence Specialist (m/w/d)
On-siteGland, Vaud, Switzerland
Job Summary
Own the vendor performance management framework, including SLAs, KPIs, scorecards, and governance routines. Monitor vendor performance, identify gaps, and lead corrective action and improvement plans. Act as the primary point of contact for vendor performance, escalations, and service reviews. Drive continuous improvement initiatives across vendor operations, focusing on efficiency, quality, and cost optimization. Ensure compliance with regulatory, risk, and internal control requirements related to outsourcing and vendor management. Collaborate with Procurement, Legal, Risk, and Operations teams on contract reviews and performance-related decisions. Prepare and present performance reports and insights to senior stakeholders. Support vendor transformation initiatives, including process optimization and digital enablement. Located in Gland (VD) or Wallisellen (ZH).
Required Qualifications
- 5+ years experience in vendor management, customer service management, or operational excellence
- Solid understanding of SLA/KPI frameworks and service governance
- Analytical mindset with strong data interpretation and reporting skills
- Excellent stakeholder management and negotiation skills
- German and English mandatory
- French is a plus
Desired Qualifications
- Experience in call center management or regulated environments
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