Vendor Operations Manager (External Services)

About this role

At NOVACARD , we’re redefining how people use credit.

We are the first interest-free and no-annual-fee credit card in Mexico, designed to simplify personal finances and give users complete control - all from a mobile app. With NOVACARD, users can access up to $200,000 MXN in credit, only pay when they use it, and manage everything digitally in under 5 minutes. Our mission is to empower people to make smarter financial decisions by offering flexibility, transparency, and the freedom they need to reach their goals. Simple finances, big goals.

About the Role

In this role, you will be responsible for coordinating external service providers, maintaining operational relationships with partners, monitoring service quality and costs, supporting integrations, and ensuring the continuity of critical business processes. You will work closely with Risk Tech, Product, Operations, Finance, Customer Support, Compliance, and external vendors to ensure that our external services operate reliably, efficiently, and cost-effectively.

This role combines vendor management, operational ownership, reporting coordination, incident management, and cross-functional project execution.

Key Responsibilities

• Vendor & Partner Management
• Own day-to-day communication with external vendors and service providers
• Coordinate incident resolution and follow-up activities with partners
• Track SLA compliance and service performance
• Organize operational reviews and regular follow-up meetings
• Escalate critical issues and drive resolution
• Coordinate contract renewals and vendor-related operational activities
• External Services Operations
• Coordinate operational processes related to credit bureaus, KYC providers, fraud prevention services, identity verification solutions, banking data providers, and other external partners
• Support onboarding of new vendors and services
• Coordinate testing and validation activities for new integrations and changes
• Maintain operational documentation and process runbooks
• Ensure business continuity for vendor-dependent processes
• Reporting & Regulatory Processes
• Coordinate periodic reporting processes with external organizations and bureaus
• Prepare, validate, and submit required files and reports
• Monitor report quality and resolve discrepancies
• Maintain documentation and supporting evidence required for audits and compliance requests
• Cost & Billing Management
• Monitor service usage and operational costs
• Validate invoices and vendor charges
• Reconcile billing discrepancies with providers
• Support budgeting and forecasting activities related to external services
• Incident Management
• Coordinate investigation of incidents involving external providers
• Collect logs, examples, and supporting evidence
• Communicate with vendors during production incidents
• Track corrective actions and post-incident follow-up activities
• Drive resolution of recurring operational issues
• Cross-functional Coordination
• Work closely with Risk Tech, Product, Operations, Customer Support, Finance, Compliance, and Data teams
• Coordinate implementation of process improvements and automation initiatives
• Ensure alignment between business requirements and vendor capabilities