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Vendor Manager - Business Operations Analyst Translation Services

Req #: 170114878
Location: Columbus, OH, US
Job Category: Operations
Job Description:

The Vendor Manager is a member of the Translations Services Team. This team's core objective is improving customers' in-language experiences with Chase by ensuring that all translations are clear, consistent, credible, and reflect the company's brand through language and tone of voice. The Vendor Manager is responsible monitoring and managing the relationship with third-party providers (TPP) that provide translation support to Chase. This role works closely with the Workflow Operations Manager, Vendor Ops and Quality Manager. In addition, this role will support monitoring TPP adherence to process and controls requirements. The desired candidate must thrive in a fast-paced environment, have excellent process, organizational, technical, and problem-solving skills, and be able to juggle multiple priorities, with the added analytical ability to drive continuous improvement, identify when issues need to be escalated and have excellent communication skills. 

Vendor Management –

  • Manages vendor engagement of requests and deliveries through a secure portal, closely managing timely and accurate fulfillment.
  • Responsible for understanding requirements, both contractual and non-contractual, including service levels, and managing the third parties to those requirements.
  • Interact with vendors to provide and review feedback pertaining to process improvement opportunities and action plans.
  • Responsible for ensuring business controls, relationship management and daily oversight of the vendors’ operations on behalf of the business. This includes assessing, analyzing, communicating and managing financial, operational and regulatory and reputation risk.
  • Develops a broad  understanding of Lines of Business routine translations needs and helps support strategies to optimize learning and support.
  • Responsible for partnering with Sourcing/Procurement, Marketing, Operations, other Lines of Business to develop or update contracts.
  • Monitor and assist with exit strategies and contingency plans for third parties

TPP Adherence –

  • Perform and manage successful assessments of vendor financial, operations, and risk trends and develop and implement appropriate action plans on behalf of vendor management team.
  • Responsible for partnering with internal Audit, Operational and IT Risk Assessors to identify risks and manage all remediation plans to established timelines.
  • Assess issues identified, develop recommendations to strengthen internal and vendor controls, and reduce operational risks. Utilize knowledge of business to level set the issues and escalate as appropriate to the senior management team.
  • Represent vendor management team for Risk Control Self-Assessment (RCSA) with multiple team members, to ensure risk is appropriately assessed, scope and testing is appropriate; issues have been escalated and cleared with management.
  • Prepare periodic operational vendor scorecards for business owner and Risk Committee review; validate accuracy of scorecard data provided by vendors.
  • Ensure third-party risks are effectively controlled and adhere to relevant policies and procedures throughout the third-party relationship lifecycle
  • Monitors TPP compliance with Third Party Oversight, internal policy and regulatory requirements.
  • Inspecting opportunities for continuous improvement in support of a simplified customer experience.
  • Ensures a robust Controls environment for service delivery, capacity planning and analysis.
  • Supports a culture of continuous process adherence, process improvement and Audit readiness, including evergreen process and training documentation, process and Controls documentation (KPIs), in partnership with Workflow Operations Manager and Vendor Ops and Process Manager.

Financial Oversight -

  • Responsible for accurate spend management tracking and reporting for team.
  • Perform third party invoice reconciliation.
  • Identify opportunities and recommend improvements for increased TPP reporting and process efficiencies
Special projects and ad-hoc analyses as requested


  • Bachelor’s degree and minimum of 3 years’ analytical, operational management, project management, and/or process improvement work experience
  • Excellent written and verbal communication skills, teaming and problem-solving skills
  • Self-motivated and detail-oriented, with a strong mindset for continuous improvement, simplification, automation, and a natural curiosity to understand the end-to-end processes and customer experience
  • Ability to thrive in a fast-faced environment with a keen understanding of cross-organizational impacts to predict and mitigate downstream issues/delays
  • Ability to contribute to operational analysis and reporting
  • Effective time management skills and ability to use judgment on prioritizing tasks
  • Excellent MS PowerPoint, Excel, Access skills
  • SharePoint, iGraphics and Instream experience a plus
  • Critical thinker with strong problem-solving skills, negotiating and analytical skills.
  • Ability to summarize facts, variables, alternatives, and potential outcomes to assist decisions-making.
  • Detail oriented individual capable of completing reporting and analytics accurately, on a timely basis, and in a presentable manner


  • Intermediate office skills MS Office WF and Vendor Management
  • Intermediate Adobe Acrobat Skills
  • Experience of Vendor Relations – (Oversight, Accounting, Expense Reporting, Accounts Payable)
  • Risk & Controls  (Compliance, Business Ethics, Oversight)
  • Soft Skills (Negotiation, Communication, Organization, Ability to work under pressure)

·         Some experience with Foreign Language-  SPANISH PREFERABLE  (Proficiency not required, but exposure preferred)

Attention to detail
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