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Vendor Performance Officer - Cairo

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The Vendor Performance Officer facilitates and maintains relationships between Etihad and service providers (local/outsourced), managing vendor standards. The role is the Etihad point of contact, key to ensuring consistent, seamless customer experiences, and is accountable for business continuity.


Accountabilities

• Act as an Etihad representative, facilitating communication between Etihad entities

• Ensure financial and performance targets are met, in line with budget and Etihad standards

• Monitor overall performance of vendor services and operational units

• Oversee the day-to-day deliverables of one or more unit of operations

• Contribute to strategic planning and execution, providing support to ensure correct FTE for optimum performance, to enhance profitability, productivity, and efficiency

• Empower vendors to consistently achieve KPIs, providing incentives, using feedback to enhance processes

• Contribute to the development of vendor contracts, providing input on vendor requirements

• Collaborate with internal stakeholders to define service level agreements (SLA) with vendors

• Analyse vendor performance to identify trends, issues, and areas of improvement

• Schedule and facilitate regular meetings between vendors and internal stakeholders to discuss findings and agree actions for corrective actions

• Prepare and review financial and/or operational analysis and reports for key stakeholders up to senior level, on a daily/weekly/monthly basis

• Participate in monthly and quarterly meetings with the vendors and Senior Leadership team

• Investigate processes and present improvement measures, signing off actions or escalation

• Develop and implement policies and procedures in line with Etihad corporate policies

• Ensure all Etihad policies and procedures are adhered to including but not limited to, Security, HR, Operations, formally reporting any known infringements

• Conduct regular vendor assessments and audits through spending time on floor, to improve efficiency of operations

• Record and store documents related to performance evaluations and assessments

• Ensure effective communication with the core operations team, to inform on operational performance and feedback

• Manage change for operations, ensuring teams have the correct information and communication

• Ensure training is fit for purpose, inputting and validating content, ensuring vendors are using correctly


Education & Experience

• 3+ years of supervisory experience in an inbound/outbound Contact Center (essential)

• Experience in customer service

• Experience in travel sector (preferred)

• Six Sigma Green Belt (Black Belt is an advantage)

• COPC implementation leader

• University Graduate

geo

in Egypt , Cairo city

number of positions

1 Jobs available, apply now

job type

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experience years

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