Vendor Manager

IBM

Philippines

On-site

PHP 900,000 - 1,900,000

Full time

3 days ago

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Job summary

IBM Consulting's Vendor Manager – BPO Operations role drives vendor performance across telco call centers, ensuring high-quality CX via voice and digital channels with SLA compliance. The position partners with internal and external teams to enable AI/GenAI transformation and cost efficiency.

Ideal candidates bring 3+ years of vendor management, CX metrics expertise, and offshore/nearshore experience, with a Bachelor’s degree (MBA preferred) and strong negotiation skills to lead cross-functional

Qualifications

Bachelor’s degree required; MBA preferred.
3+ years in vendor/BPO/call center management.
Experience in Telco or high-volume customer operations.
Experience managing offshore/nearshore vendors.
Knowledge of digital channels and CX metrics.

Responsibilities

Vendor Performance Management: monitor vendor performance against KPIs and SLAs.
Run governance reviews (weekly/monthly/quarterly) and enforce accountability.
Drive remediation plans for underperformance.
Operational Oversight: oversee multi-channel BPO delivery (voice, chat, email, messaging).
Ensure consistent CX across customer touchpoints.
Support launches, migrations, and scaling.
AI / GenAI Enablement: partner with vendors to deploy AI/GenAI tools.
Ensure adoption and measurable outcomes (efficiency, CX).
Govern responsible AI usage and compliance standards.
Drive automation and self-service strategies.
Relationship Management: build executive-level vendor relationships.
Act as escalation point for operational issues.
Financial & Contract Management: manage budgets, invoices, and cost optimization.
Ensure adherence to contracts and SLAs.
Continuous Improvement: drive process optimization and standardization.
Use analytics to identify trends and opportunities.
Governance & Reporting: maintain governance frameworks and provide insights to leadership.

Skills

Vendor Governance

Strategic Thinking

Digital CX Expertise

Negotiation

Cross-functional Collaboration

Data Analytics

Education

Bachelor's Degree

MBA preferred

Job description

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Your role and responsibilities

The Vendor Manager – BPO Operations is responsible for overseeing performance, governance, and continuous improvement of multiple BPO call center vendors supporting a telecommunications (Telco) organization. This role ensures delivery of high-quality customer experiences across voice and digital channels (chat, email, messaging), while meeting SLAs and driving AI/GenAI-enabled transformation. The Vendor Manager acts as a strategic liaison between internal teams and external partners, ensuring operational excellence, innovation, and cost efficiency.

Key Responsibilities

Vendor Performance Management:

Monitor vendor performance against KPIs and SLAs (CSAT, NPS, AHT, FCR, quality, digital responsiveness).
Run governance (weekly/monthly/quarterly reviews) and enforce accountability.
Drive remediation plans for underperformance.

Operational Oversight:

Oversee multi-channel BPO delivery (voice, chat, email, messaging/social).
Ensure consistent CX across customer touchpoints.
Support launches, migrations, and scaling.

AI / GenAI Enablement:

Partner with vendors to deploy AI/GenAI tools (chatbots, agent assist, summarization, knowledge tools).
Ensure effective adoption and measurable outcomes (efficiency, resolution, CX).
Govern responsible AI usage and compliance standards.
Drive automation and self-service strategies.

Relationship Management:

Build executive-level vendor relationships
Act as escalation point for operational issues.

Financial & Contract Management:

Manage budgets, invoices, and cost optimization.
Ensure adherence to contracts and SLAs.

Continuous Improvement:

Drive process optimization and standardization.
Use analytics to identify trends and opportunities.

Governance & Reporting:

Maintain governance frameworks.
Provide insights to leadership.

Required education

Bachelor's Degree

Required technical and professional expertise

Required Qualifications

Bachelor’s degree required; MBA preferred.
3+ years in vendor/BPO/call center management.
Experience in Telco or related high-volume customer operations.
Experience managing offshore/nearshore vendors.
Knowledge of digital channels and CX metrics.

Key Competencies

Strategic Thinking
Vendor Governance
Digital CX Expertise
AI/Innovation Leadership
Influencing & Negotiation
Operational Excellence

Success Metrics

SLA/KPI achievement
CSAT/NPS improvement
Digital channel efficiency
AI adoption impact (productivity, deflection)
Cost management

Work Environment

Cross-functional role across operations, procurement, CX and technology teams.
Global coordination across time zones; travel as needed.

Preferred technical and professional experience

Preferred Skills

Strong analytics and data-driven mindset.
Expertise in CX platforms, CRM, and reporting tools.
Knowledge of both BPO and AI/GenAI applications in contact centers.
Contract negotiation and vendor governance experience.

ABOUT BUSINESS UNIT

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Job Title

Job ID

126690

City / Township / Village

QUEZON CITY

State / Province

National Capital Region (Manila)

Country

Philippines

Work arrangement