Airtel - Manager/Lead - Service Sourcing/Customer Experience

Airtel - Manager - Lead Service Sourcing - Customer Experience

Role Responsibility:

1. Candidate will be responsible for negotiation, sourcing and price benchmarking of products and services.

2. Candidate will be responsible for the end-to-end Purchase Pay cycle.

3. Candidate will be responsible for vendor performance evaluation and Contract Governance

4. Proven skills in Market Analysis (category specific), Vendor identification & Evaluation, Performance Assessment and Vendor Management.

5. Candidate should actively identify opportunities for improvement and automation of existing-procurement systems and processes.

6. Candidate should actively undertake strategic initiatives and change management to improve sourcing & procurement functions.

7. Candidate should be working with business and finance to identify and drive cost savings initiatives and focus on the total cost of ownership.

8. Candidate must work independently and within a team, environment providing direction, troubleshooting, and meeting goals and objectives.

9. Candidate must adhere to the process and code of conduct.

Candidate Essential skills:

1. Sound knowledge of procurement policies & procedures.

2. Strong communication skills with the ability to communicate at all levels across the organization.

3. Demonstrate a flexible ability to pre-determine workload demand and prioritization skills, to be able to identify the urgent business need for support.

4. Experience working within a similar role within the sourcing domain of Customer Service.

5. Experience in formulating procurement strategy for dynamic/regulated categories

6. Possess a basic understanding of Customer Services, Call Centre Sourcing (Inbound / Outbound/Non-Voice) Cloud calling, IVR Product Solution, Field Manpower Sourcing, Audits/ Verification / Collection & Retention agency & Training, DOT & TERM requirements at circle level.

7. Possess a deep understanding of data and the ability to interpret data for defining the right procurement strategy.

8. An operational awareness and ability to analyse data and make appropriate recommendations to improve and recover service.