Job Description

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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