Customer Service Senior Vendor Manager (Based in Bangkok / Kuala Lumpur)

PURPOSE OF THE ROLE

We are looking for a Customer Service Vendor Manager, who will play a key role in our growing Customer Experience Group (CEG). The Customer Service Vendor Manager will work directly with our outsourced vendor(s) and will interface with all the company’s internal stakeholders, collaborating closely with Customer Support Teams, Workforce Management, Technology, People team and more across global sites.

The Customer Service Vendor Manager will also conduct regular reviews of vendor support and work closely with CEG leadership to determine the vendor strategy. He/she will continue to own and manage the relationship with selected vendor(s), closely monitoring the quality of the service delivered, to ensure a high standard of products are maintained. 

ACTIVITIES PERFORMED ON THE JOB

• Vendor Relations:

• Identify and source for vendors to fulfil servicing requirements in partnership with talent team and operations
• Own and manage selected vendor relationship(s)
• Identify improvement in processes operated by vendor(s)
• Collaborate with internal managers and SLT members in operations to ensure Objectives and Key Results are met on time and with high quality.
• Manage vendor costs and pricing including invoicing in partnership with Work Force Management  
• Ensure compliance is upheld, including but not limited to recruitment policies, guidelines, and achievement of appropriate service levels
• Learning & development – best practice sharing of vendor performance methodology as well as Agoda process sharing and adherence
• Educate, communicate, and embody compliance and integrity. Address issues and escalations

• Performance leadership:

• Team performance weekly / bi-weekly reviews / monthly and quarterly reviews
• KPI related meetings, review, action planning, SLA monitoring
• Reporting and analysis
• Assess and mitigate risks 

• Operational planning and coordination:
  • Strategy planning: monthly and quarterly, KPIs, technology and product launches and alignment which impacts vendor/vendors
  • Work with WFM – check schedules, forecast, optimize agent occupancy to assess needs and staffing planning with vendors
  • Be a key team player and work with WFM and senior stakeholders to ensure operational success through strong performance management of vendor/s
  • Cross functional meetings – support functions, attend meetings, regular and ad-hoc meetings with other department local leaders, get & share updates, and product launches with vendor
  • Escalations – customer related, review / approve, define process improvement opportunities
  • Project related activities – rollouts, active participation in meetings, own projects which impact vendors

COMPETENCIES REQUIRED

Effective communication

Delivers, receives, and interprets ideas and information, presents information appropriately to a diverse range of audiences, and influences partner decisions

People

Vendor performance management, drive performance, partner on training and coaching delivery & communications

Knowing HR/staffing policies (country specific) and how it impacts vendors and Agoda

Put strategy to action / develop self-awareness, model leadership authentic, personal brand, confidence, knowing people`s motivations, diversity, encouragement to enable vendor success

L&D – develop partners and share best practice between in-house and vendor teams and understand impact of people processes

Data analysis

Data competency, analyze numbers, leverage tools, draw conclusions, data driven decision making

Use analytical and logical reasoning to examine the data available and collaborate with analytics for data mining, business intelligence, and data visualization

Strategic mindset

Strategical thinking – Ability to assess, view, forecast and create a vision for the future to aid decision making process to ensure business growth

Decision making ability, having a vision on the future of business, improve, move fast, experimental, creative, find solutions, implement plans

Strategic leadership: drive strategy & innovation through vendor partnerships

Provide strong insights externally, tech development, competitive landscape, differentiators in vendor management

Build engagement and understanding around future direction, connect people to vision, model change, resilience, support and inspire people through change

Project leadership

Ability to identify, create and apply processes, methods, knowledge, skills and experiences with the aim to achieve project objectives

Contact center

Experience with outsourced vendors, their processes and performance management framework and how it impacts company performance

Customer focus – invest time in building good relationships, collaborate externally, aim for best-in-class customer experience, engage team, implement action steps to deliver this

Commercial acumen - is keen and able to quickly understand and deal with a business situation in a manner that will benefit the company

QUALIFICATIONS AND EXPERIENCE

Qualifications

Procurement/Sourcing, supply chain, purchasing, business and economics degree a plus

Experience

 

Prior vendor management role experience leading single or multiple vendors in procurement, sourcing, or vendor management. Previous contact center experience, procurement, sourcing, negotiation, experience a plus but not required. Experience in technology & people related change management a plus

   

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