Vendor Strategist - BPO

“No one can whistle a symphony. It takes a whole orchestra to play it.” — H.E. Luccock

Role Overview

Mercury's Vendor Strategy team is seeking a Vendor Strategist focused on Business Process Outsourcing (BPO) partnerships. This role combines traditional vendor management responsibilities with strategic planning and capacity planning expertise, and offers significant opportunity to shape Mercury's vendor strategy during a period of substantial growth. The ideal candidate will be capable of both strategically expanding Mercury’s vendor ecosystem, and methodically optimizing our existing partnerships. 

About Our Team

The Vendor Strategy function at Mercury manages risk outsourcing initiatives across two principal domains: Business Process Outsourcing (BPO) and Risk Platform SaaS (KYC, KYB, IDV, AML, etc…). We're growing the team to better manage our expanding vendor ecosystem, address rapidly evolving needs, and drive strategic value for Mercury’s risk organization.

Key Responsibilities

• Vendor Management: Own and develop comprehensive strategy for BPO utilization and growth, develop and implement governance programs for BPO providers, optimize outsourced workflows, and support new outsourcing initiatives
• Operational Efficiency: Lead capacity planning initiatives, resource forecasting, real-time management, and strategic staffing optimization to ensure operational efficiency
• Data Analytics & Planning: Create performance dashboards, structured data evaluation frameworks, and support optimization of overall outsourcing efficiency
• Cross-Functional Collaboration: Work with product, compliance, and strategic finance teams to ensure alignment with Mercury's broader objectives
• Operational Metrics Management: Drive and own key performance indicators including AHT, SLA, service delivery, QC, staffing efficiency and cost optimization
• Strategic Initiatives: Take over day-to-day management of BPO operations, build frameworks for outsourcing new lines of business, and develop comprehensive governance models for BPO vendors

Qualifications

• 6+ years of experience in vendor management, partnership management, or related field, preferably working with offshore BPO operations in the Risk domain
• Demonstrated experience in capacity planning, resource forecasting, and related operational functions
• Strong analytical skills with proficiency in data analysis, third-party performance management, and workforce planning
• Experience with contract management, SLA development, and vendor governance

Preferred Skills & Experience

• Operational planning experience in startup or fintech environments
• SQL or other data analysis capabilities
• Knowledge of KYC/KYB domains
• Experience managing outsourced operations
• Program management background with ability to collaborate cross-functionally
• Contract negotiation and RFP experience
• Fintech or banking experience
• Startup experience

The total rewards package at Mercury includes base salary, equity (stock options), and benefits.

Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.

Our target new hire base salary ranges for this role are the following:

• US employees (any location): $166,600 - 187,500
• Canadian employees (any location): CAD 157,400 - 177,100

*Mercury is a financial technology company, not a bank. Banking services provided by Choice Financial Group, Column N.A. and Evolve Bank & Trust, Members FDIC

Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

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