Manager Vendor & Performance
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Key skills for this role
About the Role
Etihad seeks a Vendor Performance Manager to facilitate and maintain relationships with service providers, manage vendor standards, and ensure business continuity. The role involves monitoring performance, strategic planning, financial analysis, and process improvement.
Key Skills for This Role
Responsibilities
- Act as Etihad representative facilitating communication between entities
- Ensure financial and performance targets are achieved according to budget, using Etihad standards that are applicable for the business
- Monitoring overall performance of services
- Oversee the day to day deliverables of one or more unit of operations
- Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations
- Ensure & empower vendors to consistently achieve KPIs
- Prepare/review financial and/or operational analysis and reports on a daily/weekly/monthly basis
- Participate in monthly and quarterly meetings
- Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate
- Develop or assist with the development and implementation of policies and procedures consistent with those of the organization
- Ensure all Etihad policies and procedures are adhered to including but not limited to, Security, HR, Operations, and any known infractions of any of these corporate policies and procedures are communicated to the proper management immediately
- Spend time on floor to audit current procedures to monitor and improve efficiency of operations
Requirements
- University graduate
- 3+ years of management experience in an inbound/outbound Contact Center is a must
- Experience in customer service
- Experience in travel sector
- Six Sigma Green Belt (Black Belt is an advantage)
- COPC implementation leader
Full Job Posting
Synopsis
- Vendor Performance manager facilitates and maintains relationships between Etihad and service providers (local/outsourced), managing vendor standards, acts as a point of contact and accountable for business continuity
Accountabilities
- Act as Etihad representative facilitating communication between entities.
- Ensure financial and performance targets are achieved according to budget, using Etihad standards that are applicable for the business.
- Monitoring overall performance of services.
- Oversee the day to day deliverables of one or more unit of operations.
- Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations.
- Ensure & empower vendors to consistently achieve KPIs
- Prepare/review financial and/or operational analysis and reports on a daily/weekly/monthly basis.
- Participate in monthly and quarterly meetings.
- Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate.
- Develop or assist with the development and implementation of policies and procedures consistent with those of the organization.
- Ensure all Etihad policies and procedures are adhered to including but not limited to, Security, HR, Operations, and any known infractions of any of these corporate policies and procedures are communicated to the proper management immediately.
- Spend time on floor to audit current procedures to monitor and improve efficiency of operations.
Education & Experience
- University graduate
- 3+ years of management experience in an inbound/outbound Contact Center is a must
- Experience in customer service
- Experience in travel sector
- Six Sigma Green Belt (Black Belt is an advantage)
- COPC implementation leader
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