General information

Country: Malaysia

Creation Date: 22-Jun-2026

Employment Type: Permanent

Employment Type: Full time

Ref #: 1234573013

Description & Requirements

Role Title: Vendor Relationship Manager

Department: Operations

Location: Malaysia

Type: Full time permanent

Reporting Line: Vendor Partner Relationship Lead - LII & LM Re Region & GRS Contracting Lead

About the Role:

Responsible for managing our outsourced BPO relationships in relation to GRS APAC Operations. Working closely with business owners this role provides oversight and governance of Third Party BPO Vendors to ensure Vendors meet business requirements and SLA's set.

Role Responsibilities:

• Build and maintain strong working relationships, utilising effective communication, with colleagues, Vendors, Functional Owners and GRS support teams, such as Risk and Procurement.
• Act as the primary relationship manager, responsible for developing and implementing strategic standards and procedures to ensure relationship effectiveness.
• Acts as a single escalation point for Vendor related issues including development of tracking of performance and corrective actions to ensure improved customer satisfaction and service delivery.
• Provide oversight and governance of SLA delivery for Outsourced relationships in the APAC Operations space.
• Ensure robust reporting and governance is in place of services delivered to APAC Operations from Vendors.
• Manage key risks in relation to outsourcing, in particular ensuring adherence to regional regulations in alignment with local stakeholder.
• Oversee/lead transitions of new work into the outsourced partner working closely with Transition Managers, Functional Owners and Vendors.
• Where required, support APAC Operations in discovery of new opportunities for work to be Outsourced using BPO knowledge and leveraging Vendor capability showcases.
• Provide BPO guidance and knowledge sharing with the business, including bringing the BPO's Digital capabilities and industry knowledge to the room where required.
• Ensure BPO costs are in line with contractual terms via invoice review and approvals (eg. Territory allocations, FTE number / levels and rates).
• Ensure contract documentation gets completed as required in combination with GRS Procurement (eg. SOWs and Change Orders).
• Ensure BPO SOW obligations are delivered upon (eg. Productivity commitments or Service Credits).
• Take responsibility for own personal development and behaviours, maintaining and improving knowledge and skills.
• Comply with internal management reporting requirements.
• Contribute to the GRS BPO playbook (e.g. policy and procedures for onboarding & offboarding, monitoring, controls, escalation process, meeting governance).
• BCP management and coordination with the vendor in the event there are outages given APAC hours are ahead of other time zones.

Role Competencies:
• Deep knowledge of the BPO / Outsourcing Industry - particularly Indian based BPO's.
• Strong stakeholder management skills.
• Analytical and problem-solving skills.

Experience & Qualifications:
• Advanced communication skills.
• Ability to promote and adapt to change.
• Numeracy skills.
• Ability to work independently with minimal guidance.
• Knowledge of the insurance industry.
• Influencing and negotiating skills.
• Knowledge of regulatory requirements in APAC.