Vendor Manager

3 weeks ago

Kuala Lumpur, Malaysia Shopee Full time

DepartmentOperations- LevelExperienced (Team Lead)- LocationMalaysia - Kuala LumpurThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
- Act as the primary point of contact in overseeing and managing the overall performance of the BPOs against their set productivity and quality targets.
- Lead regular business reviews, updates and any vendor relationship management activities.
- Work with vendors and internal stakeholders to understand the business requirements, track action plans, plan contingency plans to cater to peak sales periods & initiatives to meet performance targets.
- Ensure vendor service levels meet contractual targets and develop necessary countermeasures, campaigns including defining penalties & developing action plans.
- Identify problems, trends, and take corrective action based on measuring and evaluating vendor performance.
- Manage and maintain contractual work, allocated budgets where relevant, support periodic negotiation of rates and contracts.
- Be involved in vendor relationship management activities, including vendor selection, onboarding process, and vendor operations strategy.
- Work closely and oversee all BPO(s) and act as a liaison between the company and the vendor to achieve desired outcomes, including but not limited to contract maintenance, review of vendor billing/request to ensure compliance with the agreed terms.
- Address gaps, especially the ones relating to contract adherence.
- Support operations to optimize performance related to efficiency and quality metrics.

**Requirements**:

- Bachelor's degree in business administration, management, or a related field or minimum 5 years’ experience in vendor management or customer service front line or back end operational support function management.
- Strong communication skills, both written and verbal.
- Ability to work independently and as part of a team.
- Familiarity with vendor management software and tools.
- Performance management is a plus.
- Knowledgeable in Contact Centre Operations, the KPIs and understands what is needed to drive performance in the Contact Center.
- Strong analytical, problem-solving, and trend analysis skills.
- Excellent presentation and collaborations skills; ability to communicate at a high level across diverse team of stakeholders.
- High energy, self-motivated and ability to thrive in a fast-paced working environment with a customer focused attitude.
- Ability to multi task on many projects and consistently deliver results with relentlessly high quality, accuracy and extreme attention to detail as well as manage/mitigate issues and risks.
- Proven ability to manage relationships within BPOs/across multiple stakeholders.
- Proficient with Google Applications and Microsoft tools (Word, Excel, and PowerPoint).

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