Flipkart - Senior Manager - Planning & Commercials - CX

Role - Senior Manager - Planning & Commercials, CX

Location - Bangalore

About Flipkart

In 2007, we started the Flipkart journey by selling books online. But now, over a decade later, our story is quite different. Today, Flipkart is India's largest online marketplace and one of India's leading technology powerhouse that is disrupting the way India shops online. What has got us here? The dynamic, passionate and talented folks we call Flipsters!

Our core values define our identity and form the basis of our actions and reflect in everything that we do at Flipkart. Values enable us to shape the desired organizational culture in which each Flipster can thrive and be at their best.

We believe in taking bold bets and changing the paradigm, having a sense of urgency to solve problems strategically and putting great ideas into action. We look at the world from our customer's point of view and keep customers at the heart of everything we do. We strive to do the right thing always and be committed to our customers and stakeholders.

What you'll do:

- To work closely & with outsourced partners (OSPs) and Flipkart (FK) internal stakeholders in streamlining of monthly managed services billing & approval process, partner invoicing, timely partners payments.

- Work on required documentation/ system flows in setup in up COPC/process-driven approach to the entire commercial function

- 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 & CX internal stakeholders in closing RFP/RFI, SOW, LOIs/ Contracts within required agreed timelines

- Evaluation of the new commercial proposals & building cost/benefit business cases for any new initiatives to close budgetary approval process with controllership

- 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.

- Measure/perform variance analysis between planned vs. actuals actual spends and report deviations to the senior leaders as part of monthly cost review along with suitable action plans

- Closely work with internal planning function in ensuring the monthly forecast are 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 the Mgt review report, decks and news letters/story boards w.r.t key cost drivers/CWN (closely watched nos) for the business reviews with senior leaders

- Identify & drive critical cross-functional projects mainly focussed in brining efficiencies into the system/processes

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

- Participate in partner review 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.

- Closely work with BI in team finalizing & standardizing the CX incentive compensation plan for back office teams

What you'll need:

- 9-10 years of experience after post-graduation in Management (MBA or PGDM) - specialization in Finance would be preferable

- Excellent understanding of Contact centre Operational metrics, Commercial models - building pricing model for managed services under Rate per min, per transaction/outcome based & FTE model for Voice & Non Voices services, process flows in invoicing partners, would be desirable.

- Prior experience in working with Outsourced partners in the areas - Commercials, Billing & Invoicing

- Proficiency in WFM domain & concepts viz Occupancy, Productivity, AHT, Payout metrics under the managed services model incl. various planning and forecasting techniques used in deriving/predicting the demand for service for a given line of business

- Hands on in managing multiple clients/vendor agreements incl. preparation of RFP/RFI, evaluating vendor proposal - ROI/Cost framework, Master Service Agreement, Scope of work document for CX managed services

- Experience in building/formulation of Annual Operating plan (AOP) for a Business unit/Org from the scratch, documentation of assumptions, presenting AOP to senior leaders for budgetary approval

- Through understanding on financial concepts & working knowledge on P&L and accounting /book keeping process

- Understanding on statistical data analysis techniques, visualisation & creating scenario based modelling in excel

- Should have independently managed a critical cross functional/org level - cost optimisation initiative/project incl. building of project charter/plan & review framework.

- Knowledge on BI systems & statistical modelling - predictive modelling & hypothesis testing would be preferable.

- Excellent relationship management capability, experience in closely working with senior leaders, analytical ability, project management silks and communication skills.

- Drive for results, go getter attitude & experience in people management current role - should be managing team in his/her current role

- Excellent written & verbal communication & presentation skills.

- Proficient in MS Office specifically working in spreadsheets.