Project Manager - Vendor Manager

Role Summary

The Project Manager manages the business process of the Vendors to regulate it and make sure it is being

complied with efficiently and effectively

What’s On Your Plate?

• Act as first and single POC for BPO vendors regarding operational and performance-related day-to-day matters.
• Observe and overlook outsourced business partners’ daily performance, question and challenge
  
  
  

KPIs performance vs targets.

• Report outsourced business performance results, challenges, initiatives, and areas of improvement
  
  
  

to internal operations and SSC management periodically and as required.

• Review presented performance reports from BPO vendors, track improvement, and take
  
  
  

responsibility for achieving BPO vendors to their performance targets.

• Pay regular daily and weekly visits to BPO vendors at their locations, meet with their operations
  
  
  

and supporting functions management, as well as, meet with level 1 staff there to get needed

insights and to drive performance to meet required targets.

• Escalate immediately and proactively to Talabat SSC Management, any observed and expected
  
  
  

deviation from settled process & guidelines, or targeted KPIs.

• Ensure compliance of Talabat SSC departments to BPO’s settled framework to ensure supporting
  
  
  

BPO vendors to achieve desired performance results.

What Did We Order?

• Applicable for S4 and IC2 levels only.
• Strong experience in Customer Operations Management with a proven record of successful people
  
  
  

& KPIs performance achievements and turnaround – 4 years of experience in Operations.

• Six Sigma Certificate - Yellow Belt is a must
• Strong understanding of the Quality Assurance process.
• Strong understanding of WFM structure and process.
• Objective mindset; can read numbers clearly and have experience in converting numbers in hands into areas of improvement and needed actions to fix.
• Detail-oriented mindset with an eagle eye that can spot issues in a blink.
• Proactive and flexible to move in locations, travel and work on shifts as business requires.
• People coach with outstanding communication & presentation skills.
• Strong MS Excel knowledge.
• Fluent command of English language.