April 03, 2020

Partner Relationship Manager

Based in the US and UK and Europe iiPay is a highly successful global payroll services business, providing fully managed payroll services to a wide range of international businesses. iiPay is a high growth company, focused on delivering an outstanding customer experience and service levels. Our payroll managed service is underpinned by our market leading global payroll management system delivering a unique client experience and value-added services.


iiPAY is looking for a Vendor Management Coordinator who wants to be part of this rapidly expanding business, taking on the responsibility of working closely with the Payroll Operations and Project Teams, as they engage on a daily basis with our global network of 3rd party payroll vendors, or In-Country Partners (ICPs). This role is pivotal in iiPay’s ability to be successful in delivering a seamless, efficient and high-quality payroll service to our global client base.


Role overview


The successful candidate will be responsible for the day to day operational management of our 3rd party supplier relationships – providing the link between our Operational Teams (who manage specific client needs) and the management teams of our partners to deliver client success. The role will involve managing multiple requests across numerous clients, suppliers, countries and timezones to ensure our key delivery milestones are met.


This individual will be a highly motivated, confident, communication driven self-starter able to develop trusting, collaborative relationships both internally across various business functions and with our supplier partners, to ensure key milestones are met, service levels are achieved, and client satisfaction is maintained and improved. The successful candidate will have 2+ years of experience in monitoring vendor performance and driving improvements with 3rd party suppliers in order to address known and avoid future service level issues.


Key Objectives


The successful candidate requires experience, skills and a proven track record in the following areas:



  • Support the Operations function across iiPay to;
  • Deal with immediate ICP failures, escalations and challenges, identify ‘quick fix’ and support both the ICP and Operational teams through to resolution,
  • Identify iiPay Operational challenges that hinder ICP performance and work with Operational Management team to improve the associated processes and ways of working
  • Feedback findings to Supply Chain Management
  • Work with the Payroll Operations team to drive KPI and SLA tracking in relation to ICP performance
  • Present results of SLA and KPI performance to Supply Chain and Payroll Operations Management in order to highlight successes or areas of improvement
  • Work in conjunction with Supply chain and Payroll Operational team to implement process improvements in order to achieve satisfactory SLAs for both parties and ensure that iiPay deliver an excellent service for our clients
  • Continually seek to educate and inform the ICP base of iiPay on the processes and procedural changes that we implement,
  • Ensure client impact of ICP errors are shared, remedies sought and updated process to prevent future breaches occur,
  • Ensure alignment of Client and ICP Scopes of Work for new payroll implementations,



  • 2- years of Supplier Management / Operations experience preferably with an international supplier base,
  • Strong understanding of supplier engagement practices.
  • Experience and passion for driving performance optimization, specifically with a diverse supplier base,
  •  The ability to deliver clear, concise and action orientated communication both internally and externally,
  • Strong written and oral communications skills, effective in both formal and informal settings
  • Ability to work and execute in a fast-paced, dynamic environment where conflicting priorities from various functions may exist
  • Good knowledge of standard office software tools, such as Excel, PowerPoint etc

What we are looking for in you


Excellent communication, written and interpersonal skills are essential to succeed in this role. The ability to communicate effectively, and be comfortable doing so, with external suppliers who’s first language may not be English is essential.


Demonstrable ability to work in a fast-paced, high-growth environment and a high-performance culture.


Experience of working with an International supplier base across multiple time zones.


Conflict management & issue resolution skills, both internally and externally, dealing with multiple internal stakeholders with conflicting priorities.


Supplier Negotiation skills to drive service level improvement, as well as commercial benefits


Manage rapidly changing business requirements, where problem solving skills are required to deliver success,


The successful candidate will illustrate a positive attitude and desire to succeed.


The ability to both accept and drive change on a consistent basis, via internal processes and external suppliers.


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