Vendor and Performance Management Manager - Global Payment

TikTok Inc.; Kuala Lumpur; On-site; MYR 200,000 - 280,000; Full time

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.

Skills

Vendor management

Performance metrics

Cross-functional collaboration

Microsoft Office

Analytical skills

Education

Bachelor's degree

Tools

MS Office

Job description

Vendor and Performance Management Manager - Global Payment

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.

Job Information

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.

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.