Manager, Vendor Operations and Performance Management

Manager Of Vendor Operations & Performance Management

The Manager of Vendor Operations & Performance Management plays a critical role in executing the organization's vendor strategy by overseeing the operational effectiveness and performance of third-party partners. Reporting to the Director of Vendor Strategy & Relationship Management, this role ensures that all vendor engagements are efficient, compliant, and closely aligned with business objectives and contractual agreements. Serving as the operational backbone of the vendor management function, the manager translates strategic direction into measurable outcomes and drives continuous improvement across all vendor-related activities.

The Vendor Manager is entrusted with overseeing every aspect of vendor engagement-spanning selection, onboarding, operational execution, performance monitoring, and contract management. This role demands a thorough understanding of employee benefits, regulatory compliance, and the nuances of maintaining productive partnerships to ensure vendors consistently deliver high-quality services that align with the organization's strategic objectives and enhance the overall client experience.

Key responsibilities include :

Operational Execution : Manage the day-to-day activities of vendors, including onboarding, ensuring service delivery, and resolving issues as they arise.

Vendor Selection and Onboarding : Lead the process of sourcing, evaluating, and selecting external vendors for benefits administration, particularly those providing spending account reimbursement solutions. Oversee onboarding to integrate vendors with internal systems and establish service expectations.

Relationship Management : Serve as the primary liaison for vendor communications, quickly address concerns, and foster a collaborative environment. Escalate unresolved matters as needed.

Contract Negotiation : Handle all aspects of contract management, including negotiations for initial agreements, renewals, and pricing. Secure favorable terms that balance cost-effectiveness with high service standards.

Performance Monitoring : Develop and maintain vendor scorecards, track KPIs and SLAs, and lead performance reviews to ensure accountability and service excellence.

Financial Management : Lead vendors spend analysis and partner with finance and business stakeholders to evaluate financial performance, ensure effective cost controls, and support strategic decision-making.

Process Optimization : Identify and implement improvements in vendor workflows, systems, and reporting tools to increase operational efficiency and enhance service delivery.

Stakeholder Collaboration : Work closely with internal teams-Security team, Legal, Finance, Payroll, procurement, and business units-to support vendor-related initiatives and ensure seamless integration of vendor services.

Compliance & Risk Oversight : Ensure vendors comply with contractual obligations, regulatory requirements (e.g., Security Standards, HIPAA, AML), and internal policies. Remain vigilant on compliance matters and proactively mitigate risks.

Project Leadership : Lead vendor-related projects such as system implementations, open enrollment support, and benefit plan changes, coordinating timelines and resources for successful outcomes.

Documentation and Record Keeping : Maintain accurate documentation of vendor contracts, service agreements, and performance metrics for transparency and compliance.

Support Strategic Initiatives : lead vendor engagement and execute vendor strategy, taking ownership of developing relationship and long-term planning to further organizational objectives, while receiving support from the Director as needed.

Process Improvement and Innovation : Continuously seek and implement opportunities for process improvements, cost reductions, and advancements that enhance the employee experience.

Industry Awareness : Stay informed on trends, regulatory changes, and emerging benefit solutions to ensure the organization's programs remain at the forefront.

Note : Employment-based non-immigrant visa sponsorship and / or assistance is not offered for this specific job opportunity.

Qualifications :

Education : Bachelor's degree in Human Resources, Business Administration, or a related discipline (preferred).

Professional Experience : 3-5 years in benefits administration, vendor management, procurement, or supply chain management, with a strong background in vendor operations.

Skills and Competencies : Deep understanding of employee benefits programs, compliance, and vendor governance. Proven analytical skills in performance tracking and reporting. Demonstrated ability to manage vendor relationships and negotiate contracts. Excellent communication, organizational, and cross-functional collaboration skills. Ability to manage multiple priorities and work with diverse teams.

Technical Knowledge : Experience with reimbursement account administration (HSA, health care and dependent care flexible spending accounts, health reimbursement arrangements, commuter accounts, tuition reimbursement, wellness / incentive programs).

Team Leadership : Experience managing teams, providing feedback, and overseeing performance management.

Ideal Candidate Profile :

Strong background in vendor operations, procurement, or supply chain management.

Analytical mindset with experience in performance tracking and reporting.

Excellent communication and cross-functional collaboration skills.

Familiarity with vendor governance, risk management, and contract compliance.

Preferred Skills and Certifications :

Professional Certifications : ECFC (Employers Council on Flexible Compensation) and / or CEBS (Certified Employee Benefit Specialist) credentials are highly valued, reflecting a strong commitment to industry standards and specialized expertise in employee benefits.

Large-Scale Program Experience : Experience managing large-scale benefits programs or multi-vendor environments strengthens the ability to navigate complex scenarios.

Compensation and Benefits :

Base salary range and benefits information for this position are being included in accordance with requirements of various state / local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education / professional certifications, qualifications / experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation :

The base salary compensation range being offered for this role is $75,000-$90,000 USD annually. This role is also eligible for an annual short-term incentive bonus.

Company Benefits :

WTW provides a competitive benefit package which includes the following (eligibility requirements apply) :

Health and Welfare Benefits : Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work / Life Resources (including Employee Assistance Program)

Leave Benefits : Paid Holidays, Annual Paid Time Off (includes state / local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles)

Retirement Benefits : Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans' eligibility requirements.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

EOE, including disability / vets