Global Vendor & Performance Manager — Payments

TikTok Inc.

Kuala Lumpur

On-site

MYR 200,000 - 280,000

Full time

2 days ago

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Job summary

ByteDance seeks a Vendor and Performance Management Manager to lead BPO/vendor relationships and drive performance across global financial services. The role requires hands-on management of operational metrics, training, and escalation handling, with a heavy emphasis on cross-functional collaboration and budget oversight.

The position is based onsite in our Kuala Lumpur office, with a 5-day onsite work arrangement.

Qualifications

Bachelor's degree in Business, Accounting, Finance, or related field.
Experience in operational process management or SOP development within financial services.
Proven experience in cross-functional collaborations and driving process improvement.

Responsibilities

Act as the primary contact for BPO/vendor sites and manage vendor relationships and performance.
Oversee vendor performance against key metrics (CSAT, productivity, SLA, AHT, resolution rate, quality).
Manage agent coaching, training, onboarding and operational readiness.
Monitor cases, escalations, and coordinate with internal teams and vendors to resolve issues.
Partner with vendor leadership to optimize workforce planning, shift scheduling and staffing.
Ensure vendors have access to dashboards and reports; drive process improvements.
Oversee SOWs, vendor billing, SLA compliance, scope changes and budget planning.