Fraud and Disputes Vendor Management Specialist

Overview

As a Fraud and Disputes Vendor Management Specialist, you will oversee external operations partners and align their work with internal teams to meet performance targets. You'll use data to monitor KPIs, SLA adherence, and staffing, driving improvement plans and capacity scaling. You'll coordinate with multiple stakeholders to ensure smooth launches, changes, and risk mitigation. This role offers the chance to shape vendor performance in a fast-growing fintech that centers on customer trust and scalability.

Compensation / Benefits

• 100% paid health insurance for employees
• wellness and development wallet
• fertility benefits
• mental health support
• generous time off and holidays
• commuter benefits and catered office environment

Responsibilities

• Manage day-to-day relationships with external operations partners and serve as primary contact for operational needs
• Monitor vendor performance across KPIs including SLA, productivity, quality, customer experience, attendance, and staffing
• Lead vendor performance reviews and assign owners for risks, trends, and improvement actions
• Collaborate on capacity planning, staffing forecasts, schedules, hiring, and training needs
• Identify performance gaps, determine root causes, and drive corrective action plans with vendors
• Ensure vendors are prepared for new products, processes, policies, tooling changes, and growth scenarios
• Communicate business priorities to vendor teams and translate into clear expectations
• Use operational data to identify trends, flag risks, and propose efficiency improvements
• Support vendor expansions, new lines of business, site launches, and operational changes
• Maintain governance and documentation around vendor performance, commitments, escalations, and changes
• Coordinate with Fraud and Disputes, Operations Enablement, Risk, Compliance, Quality, Training, and other teams to meet internal standards

Key requirements

• 2+ years in vendor management, BPO operations, workforce management, or related roles
• Experience partnering with outsourced operations teams
• Strong analytical skills and ability to use metrics to improve performance
• Knowledge of operational KPIs (SLA, productivity, quality, AHT, utilization, staffing)
• Experience with capacity planning, forecasting, staffing, or workforce management is a plus
• Strong project management and organizational skills
• Excellent written and verbal communication for stakeholder relationships
• Ability to identify performance gaps and drive corrective action
• Experience in financial services/fintech or regulated environments is a plus
• Experience with Salesforce or similar operational systems is a plus

• strong communication
• relationship-building
• problem-solving
• Salesforce
• reporting tools
• workforce management platforms