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Vendor Relationship Specialist

2 weeks ago

Taguig, National Capital Region, Philippines Globe Telecom, Inc. Full time

We are seeking a talented Vendor Manager for Channel Services and Support to join our team at Globe Telecom. This role is responsible for managing relationships with third-party vendors who provide services and support through various channels.

About the Role

The successful candidate will ensure that vendors meet service level agreements (SLAs) and deliver high-quality support to customers through channels such as phone, email, chat, and self-service portals. They will also be responsible for driving results by maintaining a good and healthy relationship with vendors.

Main Responsibilities:

A. Vendor Management

  1. Reviews vendor performance by reviewing vendor reports and facilitating weekly business reviews.
  2. Drives results by maintaining a good and healthy relationship with vendors.
  3. Enforces vendor's contractual obligations.
  4. Reviews and approves changes in operational processes.
  5. Ensures vendor compliance to Globe's IT and ISDP standards.
  6. Promotes a positive working environment through regular engagement activities.
  7. Prepares documents and requirements for service contract completion.
  8. Reviews monthly capacity planning of vendors together with CBS Head and Workforce Manager.
  9. Ensures that all processes and procedures have been implemented, understood, and followed by the vendors.

B. Service Delivery

  1. Ensures timely completion of orders and cases.
  2. Drives efficiency and achievement of flowthrough.
  3. Drives efficiency and achievement of SLAs.
  4. Resolves roadblocks to exceed customer (internal and external) expectations through customer and channel experience insights and data covering Channels' service delivery from the time the customer arrives at the channel front until service fulfillment.
  5. Seeks Channel feedback and proactively responds to internal customer service issues and/or needs.
  6. Visits channels and internal partners to get feedback and issues and observe operational processes.
  7. Facilitates continuous review of reported issues and opportunities with other business units based on reported issues.

C. Process Improvement

  1. Streamlines processes to ensure delivery of business goals and quality standards.
  2. Determines systems and process enhancements that will result in decreased costs, increased customer satisfaction, and overall process efficiency improvements across Channel Management.
  3. Assesses customer feedback and improves procedures accordingly to ensure a wonderful customer experience at all times.
  4. Manages activities and resources and facilitates timely execution of projects and programs through strategic partnerships with concerned business units or support groups.
  5. Manages consequences as a result of change and implements process controls to mitigate these consequences and risks.
  6. Analyzes needs and proposes solutions by conducting diagnostic assessments based on data and workshops.
  7. Collaborates with various groups and individuals in the organization to enable the projects and programs.
  8. Aligns strategies and determines opportunities and improvements that will contribute a positive impact to current issues.

Deliverables:

  1. Vendor performance reports and analysis.
  2. Contract negotiation documentation.
  3. Vendor management processes and procedures.
  4. Improvement plans for underperforming vendors.
  5. Regular communication with internal stakeholders on vendor performance and initiatives.