Manager, Vendor Operations at Liberty Mutual

The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.

Liberty Mutual has an immediate opening for a Manager, Vendor Operations to join our GRS North America Claims, Commercial Insurance division.

The GRS North America Claims, Claims Partner Operations (CPO) team has an exciting opportunity for a skilled people leader to drive business value in a highly visible role. The Manager, Vendor Operations leads a team of Vendor Operations Specialists and is accountable for close collaboration with internal stakeholders and vendor partners to influence decisions and drive results. The CPO team is responsible for supporting transition of work to global strategic vendor partners and driving day-to-day performance by executing a highly effective leader management system holding vendor partners accountable, aligning processes & procedures to meet or exceed the goals of the operation, proactively identifying and resolving operational problems, overseeing vendor staffing/capacity, quality, and driving cost-saving efficiencies.

You will be required to go into the office twice a month if you reside within 50 miles of one of the following offices: Bala Cynwyd, PA; Boston, MA; Hoffman Estates, IL; Indianapolis, IN; Lake Oswego, OR; Las Vegas, NV; Plano, TX; Suwanee, GA; Syracuse, NY; Tampa, FL; or Weatogue, CT. Please note this policy is subject to change.

Responsibilities:

• Manages a team of Vendor Operations Specialists overseeing a variety of offshore vendors supporting GRS NA Claims, WC Medical Bill Review, Contact Center, & Support operations. The Manager, Vendor Operations partners with key stakeholders to align Key Performance Indicators (KPI) and monitors performance of outsourced work, identifies potential challenges or roadblocks and partners with vendor partners/business to implement effective solutions.
• Manages the vendor budget and ensures that all KPIs are met within financial parameters.
• Recommends cost saving measures, prepares presentations or other communication materials (e.g. dashboards) for internal stakeholders, partners and/or vendors to communicate results and support day to day operations.
• Leads and/or participates in meetings with stakeholders at various levels.
• Responsible for delivery of work including Quality, Timeliness, other Service Level Agreements, Inventory Management, and other operational metrics.
• Defines individual performance goals and development plans to ensure alignment with project and unit objectives.
• Evaluates team and individual performance and makes hiring and compensation recommendations.
• Establishes and maintains productive working relationships with stakeholders, including internal stakeholders and vendor partners.

As a Manager of Vendor Operations within the Claims team:

• You will develop policies, standards and procedures for outsourcing key business processes to a third party vendor(s).

• You will define, analyze, and assess key performance metrics to ensure vendors meet business needs.
• Oversee the deployment and implementation of programs and new initiatives. Manages the relationship with third party vendors at the day-to-day operational level.
• May have some responsibility for strategic vendor relationship management and day to day account management.

• Competencies typically acquired through a Bachelor`s degree in relevant field or equivalent experience required, plus 5-7 years of experience managing teams in Commercial Claims, Contact Center, Support, WC Medical Bill Review, or Vendor Management.
• Highly effective analytical and decision-making capabilities are critical.
• Demonstrated ability to build strong working relationships across organizations and cultures at all levels, ability to lead work across multiple stakeholders under competing deadlines and shifting priorities.
• Advanced written/presentation/organizational skills, ability to organize, lead and get work done through others.
• Ability to take initiative and ownership with a focus on continuous improvement.

**This position may have in-office requirements depending on candidate location.**

As a purpose-driven organization, Liberty Mutual is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits and continuous learning opportunities, we seek to create an environment where employees can succeed, both professionally and personally. 

At Liberty Mutual, we believe progress happens when people feel secure. By providing protection for the unexpected and delivering it with care, we help people embrace today and confidently pursue tomorrow.

We are proud to support a diverse, equitable and inclusive workplace, where all 45,000 employees feel a sense of community, belonging and can do their best work. Our seven Employee Resource Groups (ERGs) offer a centralized, open space to bring employees and allies together to connect, learn and engage.

We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits

Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.

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