Senior Manager - Vendor Management - ITeS - XLRI/MDI/FMS/IIFT

About the Role :

Job Title: Senior Manager - Vendor Management

Location : Pune

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 analyzing 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