Vendor and Performance Management Manager - Global Payment

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

Responsibilities

The Global Payment Financial Services team oversees financial services across global markets, from solution and product design through partner collaboration, business operations, and market expansion. Focused on local market needs, we develop tailored financial solutions for consumers and merchants, working closely with local regulators, industry partners, and cross‑functional teams to grow the business while maintaining robust risk controls. The challenge is adapting products to local customer needs, regulatory requirements, and partner ecosystems in every market we enter. You will help build financial services that are inclusive, reliable, and easy to use, in markets where the requirements differ substantially from one to the next.

• BPO Vendor Management: Act as the primary contact for assigned vendor sites, leading regular business reviews (MBRs/QBRs) and managing vendor relationships and overall performance.
• Performance & KPI Management: Oversee BPO performance against key metrics, including CSAT, productivity, SLA, AHT, resolution rate and quality standards, driving continuous performance improvement.
• Agent Performance & Training: Manage agent coaching, training, performance improvement plans, new‑hire onboarding and operational readiness.
• Case & Escalation Management: Monitor pending, long‑tail and on‑hold cases, ensuring timely resolution; coordinate with internal teams and vendors to address operational issues and escalations.
• Workforce Management (WFM): Partner with vendor leadership to optimize workforce planning, shift scheduling, staffing efficiency and operational scalability.
• Process Improvement & Reporting: Ensure vendors have access to accurate operational dashboards and reports, identify process gaps, and drive cross‑functional initiatives to improve operational efficiency and customer experience.
• Commercial & Budget Management: Oversee SOWs, vendor billing, SLA compliance, scope changes, budget planning and cost management.

This role will be based onsite at our office and will require a 5-day onsite work arrangement.

Qualifications

Minimum Qualifications

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

Preferred Qualifications

• 4+ years with customer service, WFM, vendor‑facing management, or BPO environment. Experience with Payments/Financial related products will be an advantage.
• Analytical and problem‑solving skills, with root‑cause mindset.
• Exceptional communication skills to work with global stakeholders.

About Us

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Lemon8, CapCut and Pico as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.

Why Join ByteDance

Inspiring creativity is at the core of ByteDance's mission. Our innovative products are built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and enrich life - a mission we work towards every day.

As ByteDancers, we strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our Company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

ByteDance is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At ByteDance, our mission is to inspire creativity and enrich life. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.