Vendor Performance Officer - Bangalore

Synopsis

The Vendor Performance Officer facilitates and maintains relationships between Etihad and local and outsourced service providers, managing vendor standards, acting as a point of contact, and accountable for business continuity.

Other Responsibilities:

• Act as an Etihad representative, facilitating communication between Etihad entities
• Ensure financial and performance targets are met, in line with budget and Etihad standards
• Monitor overall performance of vendor services and operational units
• Oversee the day-to-day deliverables of one or more unit of operations  
• Contribute to strategic planning and execution, providing support to ensure correct FTE for optimum performance, to enhance profitability, productivity, and efficiency
• Empower vendors to consistently achieve KPIs, providing incentives, using feedback to enhance processes
• Contribute to the development of vendor contracts, providing input on vendor requirements

Accountabilities

• Collaborate with internal stakeholders to define service level agreements (SLA) with vendors. Analyse vendor performance to identify trends, issues, and areas of improvement. Schedule and facilitate regular meetings between vendors and internal stakeholders to discuss findings and agree actions for corrective actions
• Prepare and review financial and/or operational analysis and reports for key stakeholders up to senior level, on a daily/weekly/monthly basis .Participate in monthly and quarterly meetings with the vendors and Senior Leadership team . Investigate processes and present improvement measures, signing off actions or escalationDevelop and implement policies and procedures in line with Etihad corporate policies
• Ensure all Etihad policies and procedures are adhered to including but not limited to, Security, HR, Operations, formally reporting any known infringements . Conduct regular vendor assessments and audits through spending time on floor, to improve efficiency of operations. Record and store documents related to performance evaluations and assessments
• Ensure effective communication with the core operations team, to inform on operational performance and feedback . Manage change for operations, ensuring teams have the correct information and communicatio. Ensure training is fit for purpose, inputting and validating content, ensuring vendors are using correctly

Education & Experience

• University graduate
• 3+ years of management experience in an inbound/outbound Contact Center (essential)
• Experience in customer service
• Experience in travel sector
• Six Sigma Green Belt (Black Belt is an advantage)
• COPC implementation leader