About Flipkart.com

Flipkart was given wings in the year 2007 by two IIT alumni, Sachin and Binny Bansal. In what has been a stupendous six year journey so far, today we stand tall as India's largest ecommerce marketplace, with the highest sales of consumer electronic products and books, surpassing large offline chains in these categories?

With more than a million visitors every day, and a registered user base of 10 million we are one among the top 10 websites in India today. Our focus has always been on making online shopping a delightful experience for customers - and that willalways be our core purpose. With rapid growth in internet adoption and mobility, e-commerce is poised to grow manifold, and Flipkart is strongly positioned to leverage this opportunity.

Patronage from investors has been encouraging ever since Flipkart was born and recently Flipkart raised over Rs. 2000 crores in funding, reposing investors faith in us. We aim to hit USD 1 billion in GMV by 2015 - we are more than halfway there already! Our vision is to be $20 billion Company by 2020.

Yes, we have great plans for the future, but we have come this far in a short span of 6 years, largely because we have stayed focused on hiring and retaining the best talent and offering our employees great opportunities for learning, skill development and growth.

About the Role -

Job Title - Manager - Planning & Commercials, CX

Location - Bangalore

Education and Experience -

- 7-9 years of experience after Graduation (or) 6-7 years of experience after Post-Graduation in Management (MBA or PGDM).

- Should have experience and proficiency in working with Outsourced partners in the areas - Commercials, Billing, Invoicing.

- Excellent understanding of Contact centre Operational metrics, Commercial models, process flows in invoicing partners, would be desirable.

- Should have excellent relationship management, analytical and communication skills.

- Excellent written & verbal communication skills.

- Proficient in MS Office specifically working in spreadsheets.

Job Description -

- To work closely with OSPs and Fk Partner Management and develop the process of Monthly Billing workings, Partner invoicing, Payments end to-end.

- Work on required documentation/ system flows in Fk system for processing the payouts.

- Ensure Monthly accruals on Billing are provided to Finance team as per timelines ; ensure accuracy on the accruals vs actual expenses for the month

- Closely with Central Procurement team for closing Partner LOIs/ Contracts with required timelines

- Understand the learnings from the Monthly Billing and translate the learnings into Operational planning and Contractual terms and conditions.

- Collaborate with various functions of CX in gathering necessary cost inputs & translate these inputs into cost estimates for Qtrly/Semi/Annual Operating Plan & On-going Refresher plans.

- Closely work with WFM team in ensuring the monthly forecast is in line with AOP forecast & understand the deviation in forecast & suggest corrective actions.

- Formulation of partner levels performance scorecards w.r.t MSA Compliance, Occupancy & Cost Metrics etc. thereby improve the overall process efficiency.

- Preparation of business decks for monthly reviews on the key cost drivers for CX function - specifically w.r.t partner related pay outs.

- Ensure timely closure of operational related Reward & Penalty pay-outs for FK partners in line with the Master Service Agreement.

- Participate in weekly partner calls in identifying gaps in delivery metrics, manpower capacity & billing validations, ensuring no impact to customer experience.

- Ensure OSP governance w.r.t MSA/LOI for the smooth functioning of business & statutory compliance.

KPIs for the role

(a) Formulation of AOP refresher plans as per the business timelines

(a) Streamlining of entire commercial & billing process of FK partners

- Invoices pending for payment - zero for > 45 days (undisputed cases)

- Invoices pending for payment - zero for > 60 days (disputed cases)

(b ) Zero errors in Billing with OSPs/ vendors w.r.t MSA or Contract

- 100% Audit compliance

- Building a repository of information related to performance related metrics & backup data

- Zero cost leakages w.r.t partner pay outs

(c) Formulate & publishing of the Partner Scorecard on the timely basis & resulting process efficiency Occupancy, Productivity, Infra & Supervisory span

(d) Monthly provisions / accruals vs. actuals -within +/-3%

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