Vendor Manager

Dubai, United Arab Emirates

Accounting/Banking/Finance Jobs

5-10 Years

Full Time

Job Description

This position will have responsibility for managing all aspects of the outsourcing relationship. You must be a strong team player, a great communicator, and a business savvy individual who has an excellent understanding of the needs and challenges facing todays outsourced contact centre partners and how they fit with Apple's unique customer focus and passion for excellence.

  • Candidate must be self directed and motivated with strong operational, analytical, management and coordination skills to handle a variety of activities and complexities spanning across the organisation. 
  • Must be an effective negotiator and skilled at resource balancing and conflict management. 
  • Candidate must be able to act as a liaison between the business and our outsource partners. A critical key to success is the ability to gain alignment by proactive partnering with all levels across the organisation.
  • The ideal candidate will have extensive managerial experience working in a fast- paced contact centre environment. Past experience in managing outsourcing partner relationships is also a requirement.

Operational: Review daily performance metrics to ensure they are within the specifications of the contract. If the performance metrics are out of spec, the Vendor Manager will follow up with the vendor and internal Quality teams to understand the issues and to develop action plans to close the gaps. Proactively address any business operations issues that affect the vendor’s ability to meet the requirements of the contract. (i.e. Telecom and data issues, call routing, operational procedures, reporting and forecast). Perform a weekly operations meeting comprised of the Apple and vendor teams. The weekly ops meeting agenda includes reviewing vendor data for service levels, FCR, customer satisfaction, tracking Advisor performance, training activities, logging, and telecom. The Vendor Manager collects and communicates this data to and from the vendor. Work closely with the internal centres to ensure that appropriate internal activities are also conducted at the vendor locations (i.e. ongoing roundtables, training, inventory audits, etc) Review and enforce business operations escalations to and from the vendor.  Provide feedback to the appropriate internal groups on Apple programs and procedures that affect the vendor’s ability to meet the requirements of the contract.  Facilitate Quarterly Business and Executive Reviews. Manage the Capacity Planning Process.resources for milestones and expected outcomes.

Process & Performance Improvement: Analyse business operations data including all financials, service, sales and efficiency metrics, and customer satisfaction surveys, to identify actionable trends. Contribute to determining root causes of operational issues by utilising a structured process improvement methodology. Create action plans to effectively address root causes. Track staffing efficiencies and forecast accuracy. Create utilisation plans proactively, when required. Project Management: Work closely with other internal groups (Procurement, Strategy) to create the contracts used in our vendor relationships. Amend contracts as needed to reflect current business relationship. Develop workable timelines Negotiate with internal and external resources for milestones and expected outcomes. Financial: Review vendor forecasts. Ensure timely delivery of forecasts to the vendors. Review and approve vendor invoice. Work with vendor to resolve any invoice discrepancies. Develop and maintain business plan and budget. Continually seek and implement opportunities for cost reduction. Travel Required - 15-20%

Job Requirement

BA/BS Degree in business or related field.

Six Sigma process training.

Posted on 2017-05-27 08:05:40