Senior BPO Vendor Mgr
Onfido
Join us at Entrust
At Entrust, we’re shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely.
Get to Know Us
Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge, scalable technologies. But our secret weapon? Our people. It’s the curiosity, dedication, and innovation that drive our success and help us anticipate the future.
Job Opportunity: BPO Vendor Manager / Senior Manager
Are you a strategic thinker with a knack for turning vendor partnerships into high-performing engines? We are looking for a seasoned BPO Vendor Manager/Senior Manager to lead our outsourced operations.
In this role, you won't just "manage" a contract; you will be the bridge between our internal goals and our global partners' execution, driving excellence across delivery, compliance, and cost optimization.
Quick Facts
Experience: 8–15 years (Strong BPO/Outsourced operations exposure required)
Employment Type: Full-time
Specialization: Governance, Performance Management, & Strategic Relationships
The Role Overview
As the single point of accountability, you will own the end-to-end lifecycle of our outsourced service providers. Your mission is to ensure our partners deliver on their promises while continuously pushing the needle on efficiency, quality, and innovation.
What You’ll Do
1. Strategic Relationship & Performance Management
Own the operational pulse of BPO vendors across multiple geographies.
Lead high-impact business reviews (WBRs, MBRs, QBRs) and act as the ultimate escalation point for delivery issues.
Analyze performance metrics (SLAs, KPIs, CSAT, Attrition) to drive corrective action plans (CAPs).
2. Governance, Risk & Compliance
Enforce robust governance frameworks and ensure 100% adherence to data security and regulatory standards.
Partner with Legal, Risk, and InfoSec to navigate audits and mitigate operational risks.
3. Planning & Transformation
Collaborate with internal teams on demand forecasting and capacity alignment (ramps and contingency planning).
Drive "Next-Gen" operations by championing process standardization and automation across the vendor ecosystem.
What You Bring to the Table
Experience: A proven track record in managing multi-million-dollar BPO contracts and high-volume operations.
Analytical Rigor: The ability to turn complex data into actionable insights and executive-level presentations.
Negotiation Power: High-stakes stakeholder management and the ability to influence at all levels.
Domain Expertise: Preferred experience in regulated environments like KYC, AML, Trust & Safety, or Customer Ops.
Global Mindset: Exposure to multi-geo vendor management (APAC, EMEA, LATAM, India) is a significant plus.
Education & Certifications
Education: Bachelor’s degree (Required); Master’s degree (Preferred).
Bonus Points: Certifications in Six Sigma, PMP, ITIL, or specialized Vendor Management programs.
How We Measure Success
Consistent SLA & KPI adherence.
Measurable cost efficiency and budget optimization.
Flawless audit outcomes and compliance health.
Continuous improvement in vendor productivity and stakeholder satisfaction.
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At Entrust, we don’t just offer jobs – we offer career journeys. Here is what you can expect when you join our team:
Career Growth: Whether you’re a budding developer or a seasoned expert, we’re invested in your professional journey. With learning-forward initiatives and exciting challenges, your growth is our priority.
Flexibility: Life is all about balance. Whether you’re remote, hybrid, or on-site, we offer flexible options that fit your lifestyle.
Collaboration: Here, your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together to build a better tomorrow.
We believe in securing identities—but it doesn’t stop there. At Entrust, we’re passionate about valuing all identities. Our culture is built on diversity, inclusion, and respect. From unconscious bias training for our leaders to global affinity groups that connect colleagues across the globe, we’re creating a community where everyone is encouraged to be themselves.
Ready to Make an Impact?
If you’re excited by the prospect of innovating, growing your career, and collaborating in a dynamic environment, Entrust is the place for you. Join us in making a difference. Let’s build a more secure world—together.
Apply today!
For more information, visit www.entrust.com. Follow us on, LinkedIn, Facebook, Instagram, and YouTube
For US roles, or where applicable:
Entrust is an EEO/AA/Disabled/Veterans Employer
For Canadian roles, or where applicable:
Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.
If you require an accommodation, contact accessibility@entrust.com.
Recruiter:
James BeckJames.Beck@entrust.com