Job Description

The role In general, the Vendor Manager works with BPO partners and supports internal operations in one or more SE Asian countries in order to improve the Experience of consumers through best practices for one of the most exciting tech companies in the region! The Actions Supports regional customer experience operations in Contact Centre, Customer Service and Telesales environment Execution of projects related to Grab Support Owns the overall relationship with the BPO(s) and acts as liaison between the company and the supplier in order to achieve desired outcomes including but not limited to: Contract maintenance All billing related items (Requests appropriate budgets, reviews and approves supplier invoices and applies appropriate rates based on performance outcomes of the supplier) - financial control measures Execution and enforcement of contract terms Addresses gaps especially as it relates to contract adherence Supports operations to optimise performance as it relates to efficiency and quality metrics Manage through the power of persuasion and cross-functional coordination - This is an individual contributor role Attend relevant company, country, department and vendor meetings What we prefer Strong passion for Customer Service and a true desire to help Positive and \xe2\x80\x9ccan do\xe2\x80\x9d attitude with the eagerness to impact change with a disrupter mindset and a sense of humour will go a long way Knowledge of Contact Centre Operations, Efficiency models, Key Performance indicators and contributing factors (digital / Live Chat experience is ideal) 5 solid years experience in contact centres, vendor management, have worked for a BPO would be great Ability to implement actions to improve performance through cross-functional collaboration - managing through influence Strong analytical skills and structured process thinking plus a flair for numbers Self-driven and exhibits personal accountability for successful completion of projects and tasks assigned, good project management, excellent follow-through Experience with contracts a plus Strong command in English both verbal and written communication. Good experience supporting regional S.E. Asian countries Excellent attention to detail Bachelor\xe2\x80\x99s Degree in Business Administration; MBA or other relevant advanced degree is a plus Proficient in MS Office (Word, PowerPoint, Excel) or Google Apps (Docs, Slides, Sheets) Previous SE Asian role a plus especially Singapore market experience preferred Enjoys working in a very fast, fun, dynamic and changing environment Willingness to put in the hours in order to get the job completed
Grab is Southeast Asia\xe2\x80\x99s leading super app that provides everyday services such as ride-hailing, food, package, grocery delivery, mobile payments and financial services to millions of Southeast Asians. Grab aims to drive Southeast Asia forward by using technology to empower its communities and elevate the quality of life for everyone.
Bachelor\'s or Equivalent