Date Posted:

Salary:

Job Description :

Implementation and cascade into the team's work plan to ensure the achievement of Customer Excellence (CEx) Objective Key Results (OKR)
Work closely with other CEx team (Customer Engagement team) in building Business Process Outsourcing (BPO)
Key Performance Indicator (KPI) metrics to ensure alignment with Customer Care OKR and directions.
Highly involved and be the key person on Partner Selection and assessment process including and not limited to pre & post partner selection to acquire strategic BPO partners that fit operational needs.
Ensure that the process follows the company Procurement guideline & comply to all regulations & set the right standard of processes.
Align commercial detail by negotiating with BPO based on the direction/threshold that has been set & ensure all important matters are recorded in the contractual agreement.
Keep track & monitor BPO's performance to the agreed terms & work with the Operations team to ensure its implementation on the grounds.
Oversee & ensure all requirements needed to put BPO live & running are in place whereas user access management and assignments by working with various external stakeholders
Ensure the BPO commit with what has been implemented in the master service agreement and monitor the compliance rate of BPO based on the agreement
Maintain relationship with BPO partners at CRM up to Manager Level & become an escalation point from the Operations team for any difficulties.

Requirements :

Min 3 years experience (Strategic Partnership/Vendor Management)
Min Bachelor Degree with major Business Administration/Industrial Management Finance/Economics (GPA: 3.20)
Familiar with MS.office especially Docs, PowerPoint & Excel (working knowledge)
Strong analytical skills and business understanding