Strategic Global Vendor & Performance Manager

ByteDance; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

ByteDance is seeking a role within Global Payment Financial Services. You will oversee vendor management across multiple sites, drive KPI performance, coach agents, and coordinate escalations while ensuring cost-effective operations and robust risk controls.

The position focuses on adapting processes to market needs with a global stakeholder base and requires a 5-day onsite work arrangement at the Kuala Lumpur office.

Qualifications

• Bachelor's degree in Business, Accounting, Finance, or a related field.
• Experience in operational process management and SOP development in financial services.
• Proven cross-functional collaboration and process-improvement experience.
• Ability to work in a fast-paced, global environment with multiple stakeholders.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Responsibilities

• BPO Vendor Management: primary contact for assigned vendor sites and manage vendor relationships and performance.
• Performance & KPI Management: oversee CSAT, productivity, SLA, AHT, resolution rate and quality standards.
• Agent Performance & Training: manage coaching, onboarding and performance improvement plans.
• Case & Escalation Management: monitor cases and coordinate with teams to address issues.
• Workforce Management (WFM): optimize workforce planning, shift scheduling and staffing.
• Process Improvement & Reporting: provide dashboards and drive cross-functional initiatives.
• Commercial & Budget Management: oversee SOWs, billing, SLA compliance and budget planning.

Skills

Process management

Cross-functional collaboration

Root-cause analysis

Communication skills

Stakeholder management

Education

Bachelor's degree in Business/Accounting/Finance

Tools

Microsoft Office

Job description

ByteDance is seeking a role within Global Payment Financial Services. You will oversee vendor management across multiple sites, drive KPI performance, coach agents, and coordinate escalations while ensuring cost-effective operations and robust risk controls.

The position focuses on adapting processes to market needs with a global stakeholder base and requires a 5-day onsite work arrangement at the Kuala Lumpur office.