Senior Vendor Management

Job description

Responsibilities

To handle daily communication and management for both global strategic partners and local vendors , and serve as 1st point of contact for issue management locally. To ensure appropriate escalation and collaboration with global vendor management team and stakeholders to measure vendors’ performance and share best practices. To make sure that vendors could provide sufficient level of resource and quality of deliverables by daily communication and risk management for the vendors.

Manage BPO metrics operations

monitor, analyze, and report key performance indicators (e.g., AHT, FCR, CSAT, QA compliance, occupancy) across BPO sites, identify root causes of metric deviations, and lead improvement initiatives to meet service level targets. Conduct regular meetings with vendors, in collaboration with internal stakeholders, to set goals and assess progress against goals. Seek and measure internal and external stakeholder customer satisfaction with vendors and implement appropriate escalation and resolution as needed.

Implement sourcing, contract signing in collaboration with procurement, Legal, IT and other relevant teams. Develop tools, processes, instructions aimed to continuously improve vendor management on a local level.

Qualifications

Bachelor's degree or above and fluent in both spoken and written English. At least 5 years of experience in global Vendor Management or Service Operations or QA . Experience in the OTA industry is preferred. Excellent communication, negotiation, and interpersonal skills, with the ability to effectively influence partners at various levels. Proactive in identifying opportunities for process optimization and possesses the capability and practical experience in developing AI tools to drive efficiency.