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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