Vendor Performance Manager

Find Your Limitless with Reliance

By joining Reliance as Vendor Operations Manager (Collections) you’ll become an important team member and will be provided with the tools you need to succeed. We have ambitious growth plans and are looking for Team Members who want to grow with us. At Reliance, we pride ourselves on the fact that we provide limitless opportunities for growth, and we encourage it by rewarding our Team Members for their success in many ways. If you’re ready to find your limitless - join us!

The Vendor Operations Manager(Collections) is a pivotal figure within our organization, serving as the central point of contact for call centers specializing in AR and collections. In this role, you will hold the key responsibility for monitoring and enhancing the performance of our external vendor partners who excel in collections. The primary focus will revolve around overseeing the delivery of services, and resources by these specialized call centers. You will be instrumental in managing all operational aspects related to collections, ensuring that the outsourced vendors consistently meet or surpass our financial and customer-centric goals.

What will you do?

• Learn and grow as an important part of a team that cares about Reliance and its customers.

• Provide clear direction and guidance to Vendors, focusing on best-in-class collections operational processes.
• Ensure the achievement of SLA objectives and associated costs as per the contractual agreement in relation to Collections.
• Full accountability for the performance of both 1st and 3rd party vendor relationships
• Manage vendors to the adherence of collection workplans
• Collaborate closely with internal functional teams to ensure smooth delivery of initiatives within specified timelines and budgets.
• Develop a Vendor Scorecard with specific Collection performance metrics.
• Create and implement a "best in class" customer contact strategy, and recovery process and identify opportunities to enhance results effectively.
• Act as a subject matter expert (SME) to provide Collection Agency expertise and counsel to business unit management, ensuring full compliance with regulatory and business operational risk requirements while supporting sound final accounts management and effectiveness.
• Utilize strong negotiation skills to manage external vendors and drive higher performance through championing challenges that contribute to business growth.
• Establish and approve auditing and reporting schedules to ensure adherence to performance standards.
• Conduct data analysis and risk segmentation to identify areas for process improvement and optimize vendor performance.

What do we offer?

• The tools you need to succeed - including the tools for the job as well as training and development programs
• A successful and knowledgeable team to be part of and learn from
• Competitive base pay plus the ability to earn more tied to your success - the only limit is your potential
• A great benefits plan for you / your family
• Career paths so you can advance in the company
• A variety of perks for high-performing Team Members including the chance to win and be part of our annual President’s Club trip to a tropical destination
• Award-winning and one of Canada’s Most Admired Corporate Cultures with a proudly diverse and inclusive team

What do you bring?

• A growth mindset: above all else, we’re looking for people who are dependable, ambitious and want to grow with Reliance
• Post-secondary education and equivalent experience in collections and vendor management, ideally in a call center environment.
• Minimum 2-4 years of proven experience in collections, and vendor performance management.
• In-depth knowledge of operational processes, technology, and people management techniques.
• Proficient skills with Microsoft Office (Power BI, Word, Excel, Access, and PowerPoint)
• Proven ability to effectively manage and motivate individuals.
• Demonstrated skills in conflict resolution and effective negotiation.
• Excellent written and verbal communication skills.
• Strong interpersonal skills for effective collaboration with stakeholders
• Ability to excel in a fast-paced, dynamic environment, efficiently managing multiple activities and meeting deadlines.
• Able to make rational and well-reasoned decisions independently, with a direct impact on corporate revenue, collections, customer service, and financial liabilities.
• Willingness to travel frequently to vendor locations
• Willing to learn and ability to learn quickly/adapt to a dynamic environment
• Keen sense of urgency, self-driven, and ability to triage based on business needs and criticality
• Someone who is driven to take on challenges and find opportunities
• Able to work in a dynamic, fast-paced environment

Why Reliance?
Reliance is the industry leader in providing home comfort solutions and we do just that in over 2 million customer homes across North America. Reliance is a trusted source and has become one of Canada’s largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers. Reliance is a $1 Billion business with 2,600 team members and we’re growing! We’re proud to be recognized as one of Canada’s 10 Most Admired Corporate Cultures. It's our team members and their relentless focus on the business, each other, and our customers that makes us great.

Reliance Home Comfort is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds including minorities and those with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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