National Vendor Relationship Manager

Welcome to excitement and opportunity. Welcome to Toyota Financial Services (TFS). If you're a motivated individual, then TFS is the destination you've been looking for. Since 1983, TFS has grown from a small company of eight associates to more than 2800, with over $60 billion in managed assets, serving 3 million customers under the Toyota Financial Services and Lexus Financial Services market brands. At TFS, tomorrow means rising to the challenges of a changing marketplace by promoting a high-performance culture that will allow us to develop better solutions, programs, and services for both existing and new customers. Our commitment to delivering extraordinary customer care creates the trust and loyalty that drives our business. To make your mark as National Vendor Relationship Manager you will: -Oversees the day-to-day execution of operational strategies across all of the Operations-based Outsourced Vendors. -Directs scheduling activities to maintain adequate staffing levels to support operational strategies across the Vendors in relation to TFS internal Operations Centers -Defines and manages the frontline performance management process for all Operations-based vendor relationships, including: -Overseeing the Vendor's recruiting processes to ensure resource quality that meets contractual parameters -Managing the development and implementation of the required performance management tools at the Vendor locations -Driving the performance management process -Developing and managing the contractual rewards and penalty program. -Implements and manages Operational processes and strategies -Collaborates with the National Customer Service Center Managers in developing short- and long-term plans for the Customer Service Centers. -Negotiates contracts with third-arty vendors, defines service level agreements, and tracks and manages vendor performance. -Negotiates SOW and SLA agreements based on the changing partnership environment and works directly with TFS procurement to complete all necessary contract updates. -Collaborate with Customer Service, Collections, ICU and Admin Centers of Excellence in defining inbound call volume handling and administrative processes strategies. -Implements Vendor scheduling solutions that will support alternative schedules and allow for flexibility in meeting demands of TFS Internal Operations and customers. -Communicate and direct Vendor practices as they relate to CSC objectives to reduce redundancy -Clearly communicating expectations for internal and external customer contact experiences -Leading brand-energizer initiatives to ensure that brand delivery initiatives within the vendor locations is consistent with the brand delivery initiatives internally -Ensures all phone-based vendor associates deliver a positive customer experience through regular training and brand-related activities -Effectively communicates expectations to Managers and Project Administrators. -Prepares effective budgets for assigned area of responsibility. Prepares timely and accurate financial reports, as required. -Ensures compliance to company procedures and state statutes. -Continually evaluates the performance levels in the collections area and partners with Collections Managers to develop performance improvement action plans, as needed to meet projected needs and objectives. -Completes objective and relevant performance appraisals for all direct reports in a timely manner. -Evaluates staff performance levels and develops performance improvement action plans as needed to meet projected needs of CSC Operations -Provides objective and relevant performance feedback for ancillary team members in a timely manner. Qualifications TFS is looking for individuals with strong business sense and practical expertise. Successful candidates must have: -Minimum 7 years of progressive experience with managing in-house and outsourced Customer Service in a large-scale, centralized automobile lending or unsecured debt environment, minimum 3 years management experience working for an Outsource Provider. -In-depth management experience in a front-line collections and/or customer service call center and proven track record of driving efficiency and effectiveness improvements utilizing project management expertise -Experience in vendor selection, contract negotiation and management. -Excellent verbal, written communication and interpersonal skills. -Strong organizational skills and attention to details. -B.A./B.S. degree required, MBA preferred -Working knowledge of Microsoft Office applications (Word, Excel, etc.) and Lotus Notes preferred. -Call center management software knowledge and experience required. -This position requires 50% travel. Toyota Financial Services rewards both individual and organizational results with well-balanced compensation, benefits and perquisite programs. Our associates, our enthusiasm, and our dedication are the foundation of our success. If you are ready for a new destination, we would like to hear from you. EOE. M/F/D/V. To learn more about us, please visit: www.toyotafinancial.com/careers To Apply for this position, please CLICK HERE