Consultant at RGF Select
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Senior Manager - Vendor Management - eCommerce (5-12 yrs)
About the Role
Job Title - Senior Manager - Vendor Management
Location - Pune
Salary: Depends on the experience
Job Role
- Manage performance of assigned Vendor partner on all Operations SLAs and performance metrics
- Will be responsible for all Operations related metrics specific to Voice, Email and Chat for the assigned Vendor partner
- Engage with other Vendor Managers and internal SRM teams for smooth functioning of his/her Vendor Operations
- Cross-functional engagement with SRM support functions and other cross-functional teams within the organization - both with the Partner and within FK
- Periodic engagement on performance and other initiatives with key members of Vendor team
- Planning and scheduling of periodic performance reviews with key Vendor and FK stakeholders
- Will be based out of the Partner location, with occasional travel to Bangalore for meetings/reviews
- Closely work with WFM team to determine staffing and other infrastructure capacity requirements by analyzing forecast planning factors, including service levels, volume patterns, and other business parameters
- Responsible for analysing performance trends and provide recommendations to the Leadership
Key Skills :
- Experienced in ITES business (overall 8-10 years experience)
- Previous experience in Vendor Management for at least 2 - 3 years will be essential
- MBA (General Management/Planning specialization/Operations Management) from premier/ tier-1 B-school would be an advantage
- Deep hands-on operations experience, having managed large FTE teams of 500+
- Very good relationship building and alignment building skills
- Very good understanding of WFM requirements related to forecasting, scheduling, MIS, etc is a must
- Strategic orientation towards industry best practices around WFM, QA, Process improvement and excellence
- Excellent analytical skills and decision making ability
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