Job Description:

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own.

We’re actively seeking a talented Sr. Vendor Relations Specialist in our Newport Beach, CA or Charlotte, NC office.

• This role is on-site. You’ll work at our Newport Beach, CA or Charlotte, NC office.

Vendor Relationship Management

- Cultivate and nurture strong working relationships with vendors to foster productive and collaborative partnerships.

- Act as liaison between company and vendors, ensuring explicit communication and mutual understanding as appropriate for the relationship.

- Drive moderately complex initiatives, bringing in new perspectives to solve business problems with a goal of improving customer experience and operational efficiency.

- Provides guidance for the documentation of procedural changes in partnership with the Knowledge Management team to support vendor processing and related Pacific Life processes as needed.

- Proficient knowledge in supporting Technology areas ranging from Incident Management, SaaS, Cloud and Hybrid Environments, Data Centers, IT Operations and more.

Performance Monitoring





- Lead vendor performance monitoring to identify trends and implement changes as appropriate.

- Identify areas for improvement and collaborate with vendors and senior team members to implement necessary changes.

- Collaborate with internal teams to identify and communicate vendor chance trends that support our strategic goals.

- Lead weekly/monthly vendor performance calls, as assigned to discuss performance metrics, improvements, and feedback, leading as necessary.

- Keep track of service level agreements (SLAs) and quality standards with vendors to ensure that commitments are met and exceeded when possible.

- Establish best practices, ensuring contract/invoicing compliance, maintain pricing oversight and adherence to fee approval limits.

Communication and Service Support

- Serve as primary point of contact for vendor inquiries, addressing questions and resolving day-to-day issues as appropriate with minimal guidance form senior team members.

- Foster open lines of communication to promote transparency and effective collaboration.

- Provide timely responses to vendor-related inquiries, maintaining a high level of professionalism and accuracy.

- Keep vendors informed about relevant initiatives, changes, and updates that impact the vendor relationship.





- Partner closely with internal teams to enhance the vendor experience and address any challenges collaboratively.

- Works closely with Data teams to leverage, interpret, and apply sound analytics to internal and external data sources to support informed decision making.

- Ensures all assigned initiatives adhere to Ops project oversight expectations; Stakeholder needs and business requirements vetted and documented, business impacts evaluated, project outcomes/ decisions tracked and communicated; Keeps tasks in line with project scope through completion; Collaborates effectively with business partners across enterprise to gain consensus and ensure long term sustainability while meeting objectives; Feedback sought and/or provided to measure and evolve shape work quality.

- Viewed as the SME by the Business Operations area on any assigned vendor relationships and is highly regarded as a key partner in managing the day-to-day operations. Feedback received from Business Operations should be reflective of this partnership, criticality of this role and ability to drive outcomes with our vendors.

- Visible and active participant in any issues related to the assigned vendor relationships with an eye towards identifying and communicating ways in which business operations can run more effectively/efficiently within the context of the vendor engagement.

The experience you bring

5+ years relevant experience, demonstrating the following:

- Strong desire to deliver a superior customer service experience.

- Ability to work independently with minimal instruction, guidance, and direction from others.

- Ability to communicate in

📌 Sr. Vendor Relations Specialist II (Canada)
🏢 Pacific Life Insurance
📍 Canada