Sachin Hegde

• 1. Vendor Relationship Management
  Own the overall relationship with BPO/vendor partners.
  Act as the primary point of contact between Payoneer and outsourced operations teams.
  Build strategic partnerships and maintain strong stakeholder relationships.
  Ensure vendor objectives align with Payoneer's priorities and culture.
  2. Performance Management
  Monitor and evaluate vendor KPIs and SLAs.
  Track productivity, quality, customer satisfaction (CSAT), compliance, and operational efficiency.
  Conduct regular business reviews and performance discussions.
  Identify performance gaps and drive corrective action plans.
  3. Operational Governance
  Lead daily, weekly, monthly, and quarterly reviews with vendors.
  Ensure adherence to Payoneer policies, procedures, and regulatory requirements.
  Escalate risks and operational issues to leadership when necessary.
  Drive operational excellence and continuous improvement initiatives.
  4. Quality & Customer Experience Improvement
  Monitor customer experience metrics.
  Partner with QA, Training, and Operations teams to improve service delivery.
  Implement programs to reduce errors, repeats, escalations, and complaints.
  Ensure vendors deliver a consistent customer experience.
  5. Capacity & Workforce Planning
  Work with vendors on forecasting and staffing requirements.
  Ensure adequate support for business growth and seasonal volume fluctuations.
  Monitor utilization and productivity trends to optimize costs.
  6. Financial & Budget Management
  Manage vendor budgets and forecasts.
  Analyse vendor costs and identify savings opportunities.
  Support contract renewals and vendor negotiations.
  Ensure vendors operate within approved financial targets.
  7. Compliance & Risk Management
  Ensure operations comply with KYC, AML, payments, and regulatory requirements.
  Monitor risk indicators and operational controls.
  Partner with Compliance, Risk, and Legal teams to address issues proactively.
  8. Reporting & Leadership Communication
  Prepare executive-level performance reports and dashboards.
  Present vendor performance, risks, opportunities, and action plans to senior leadership.
  Provide recommendations based on data and business insights

• Managed relationships with partners.( Oct 10, 2022 - April 17, 2025)
• Developed and executed joint GTM plans and sales enablement programs, increasing partner engagement and pipeline by 30%.
• Recruiting, educating, and nurturing channel partners to achieve success
• Establish and nurture strong relationships with key personnel in partner accounts.Drive partner recruitment, education, and enablement to maximize success.
• Lead joint partner planning to align financial targets and performance objectives.
• Develop detailed project plans and manages all implementation processes within budget constraints
  • Act as trusted business partner and project management advisor for project managers, consulting on escalations and advising on methodologies
  • Ensure project objectives are met within agreed upon time, scope, and resources required
  Collaborate with sales, product, marketing, and development teams to develop partnership strategies
• Proficient in reviewing and writing Statement of Work, Purchase Orders,managing VMware PSO’s subcontracting business to drive efficiencies against P&L growth targets, and cost control.
• Executed quarterly business reviews(QBR's), GTM planning, and joint campaigns to activate demand and improve partner sourced pipeline.
• Advocate Partner capabilities to VMware field services, sales, and business units by participating in cross-functional teams that build and execute exciting and innovative programmes. Examples include VMware’s Master Services Competency, and Partner Credit Transfer programmes.

• Senior Advisor, Partner Resource Management

The role was to implement company's partners effectively implement and deploy their products or services. This role involved managing partnerships, coordinating deployments, and ensuring a smooth transition to operational use in EMEA, INDIA :

Partnership Management:

• Identify and onboard strategic partners that align with the company's goals and objectives.
• Established and upheld strong alliances for seamless teamwork.
• Deployment Planning:
• Collaborate with partners to define project goals, scope, and timelines.
• Proficient in Procurement Sourcing and Deal negotiation and Rate cards
• Create detailed deployment plans and project schedules, ensuring that all stakeholders are informed and aligned.

Resource Management:

• Manage workload balancing across projects while ensuring optimal utilization rates.
• Monitor schedules, productivity conflicts, and capacity management.
• Managed the demand-supply gap to ensure optimal staffing levels and effective resource utilization, contributing to the organization's strategic goals.
• Training and Support:

Coordinate training and knowledge transfer sessions for partner teams to ensure they are proficient in product or service usage.

• · Allocate resources to various projects based on parameters such as billing details, level of technical competencies required and duration of the project apart from educating the resource’s about the project so that the expectations are clear.
• · Was a part of Employee Expense Reimbursement team, which involved Auditing checklist necessary to reimburse the Employee expenses
• Proactively Identify resources that are moving on bench / likely to come on bench to find suitable opportunities. Coordinate with various hiring managers to understand the project status and plan the resource movements accordingly. Responsible for candidates overall staffing, utilization

• · Worked as point of contact for employees, vendors handling queries relate to expenses etc.
• · Handling customer queries related to employee expense reimbursement.
• · Addressing various issues related to policies & helping employees to get the expenses reimbursed
• · Handling queries from vendors related to invoice payments