Senior Manager

Role Title: Sr. Manager - VMO and Contact Centre

Reporting Manager: Deputy General Manager

Location: Pune

Purpose of the Role:

Professionals at this level act as experts in Contact Center Service Vendor Management, understands Omni channel implementation regulatory norms and procedures. Evaluating multi-vendor solutions feasibility and to follow TML norms in vendor selection and onboarding process is vital output including RFI, RFP and RFQ procedures and subsequent contracting. Responsible for effective co-ordination with various stakeholders and cross functional team to deliver the services in the defined timeframe with periodic review and governance with business and vendors. S/he possess relevant work BPO/Contact Centre/Service Vendor management and desired knowledge related to Telecom Norms, digital norms. Responsible to recommend and act as expert consultant to improve vendor service deliverables & vendor commercial management with a structured approach in maintaining the contracts up to date and adds value which will bring in business benefit. Responsible for allocating work and ensure delivery in the defined timeframe by leading the cross functional stakeholders in right direction to achieve business results with effective vendor management.

Job Responsibilities:

Vendor Management Office(VMO)

• Professionals at this level act as experts in Service Vendor Management, understands Omni channel implementation TRAI and DLT regulatory norms and procedures.

• Well versed with automobile Sales, service, complaint management framework and related processes for all LoBs.

• Ensure TML policies, practices and procedures are understood and followed by TMLBSL, 3rd party vendors, clients and stakeholders especially vendor life cycle with TML.

• Vendor life cycle management including TML RFI, RFP and RFQ norms. On boarding vendors with vendor code creation, yearly budgeting , monthly Provisioning, PO Creation, PO release, Invoice processing , payment release, TML bill payment Scheme, Vendor performance and escalation management.

• Must have good vendor management skills and demonstrate appropriate knowledge and skills to make sound judgments.

• Ability to select the alternate course of action in case of any failure or risk identified during transition of vendor service work from TML to TMLBSL VMO function.

• Responsible for recommendation of apt vendor service model with alternate options with merits and demerits of deliverables especially when vendor touch points are direct interface with customer, employee and dealer business process

• Evaluating multi-vendor solutions feasibility and to follow TML norms in vendor selection and onboarding process is vital output including RFI, RFP and RFQ procedures.

• Responsible for effective co-ordination with various stakeholders and cross functional team to deliver the services in the defined timeframe with periodic review and governance with business and vendors.

• Must possess relevant work experience in BPO/Contact Centre/Service Vendor management and desired knowledge related to Telecom Norms, digital norms etc.

• Should be capable to independently drive the benchmarking study, understand and be aware of vendor services in market which would benefit business to improve customer, employee and dealer experience.

• Responsible to recommend and act as expert consultant to improve vendor service deliverables & vendor commercial management with a structured approach in maintaining the contracts up to date and adds value which will bring in business benefit.

• Responsible for allocating work and ensure delivery in the defined timeframe by leading the cross functional stakeholders in right direction to achieve business results with effective vendor management.

• Working closely with vendors and Business Owners on a day-to-day basis

• Assisting with planning and developing the vendor management policy, program and procedures

• Continuously monitoring vendor risk even after the vendor contract is executed (e.g., monitoring performance levels and periodically requesting and analysing current due diligence)

• Communicating with internal departments such as lines of business/business units, internal audit, senior management and more to answer vendor questions and oversee tasks

• Maintaining a database of pertinent risk information pertaining to third parties, and communicating this data via consistent reporting to senior leadership, pertinent stakeholders and the board

• Assisting with Provisioning, Budgeting, Purchase order creation and Purchase order amendment on regular basis or as when required.

• Assisting with billing input validation as per contract, pricing and SLA and provide go ahead to vendor to raise invoices.

• Perform tasks like invoice validation, follow up with Business for approvals, processing and payment release as per agreed terms and conditions.

• Assisting with monthly activities like Provisioning, account reconciliation, monthly commercial reporting etc.

• Monitor the SMS blast activities through vendors and ensure end to end operational issues are monitored and resolved timely.

• Standardize the methodology and framework related to commercial management and contract management.

Workforce & Operation Management

• Regularly analyse & review the staffing requirement for Contact Center against forecasted volume in case of seat or transaction based billing and SLA based agreement.

• Resolve queries from internal & external customers, stakeholders and vendors related to assigned area of working.

• Data analysis, MIS and presentation – Operational reports/Dashboards and Business Analysis Reports

• Support business and vendor to meet agreed SLA and KPI. Resolve all concerns & issues timely.

• Facilitate forecasting for capacity planning in Contact Center/Shared Services to Business and Vendor stakeholders

• Escalation management

MIS & Reporting

• Monitor and control key indicators such as Head Count / Attrition / Capacity /Absenteeism / Login Hours /Productivity/Utilization/Schedule adherences of Contact Center operation via different key reports

• Monitor, control & Reports Productive Time usage to improve productivity & manage SLAs.

• Generation of daily, Weekly and monthly Dashboards like Agents utilization, Productivity reports, Capacity – Planned vs Actual etc.

• Perform Data Analysis basis of Reports & Dashboards are being published. Publish such analytical reports with the internal stakeholders highlighting the findings, trends, action points for productivity improvement/cost optimization.

• Collate, Record, maintain accurate input data for validating monthly billing inputs from Vendors.

• Track and monitor budget vs spend analysis at vendor and BU level to effectively control and optimize cost.

• Monitor and review the operational reports and share the SMS usage and benefit analysis with business on monthly basis. (Ex : SMS budget value vs actual utilization, variation report, impact of promo and output achieved Lob process owner & region wise)

• Prepare PowerPoint presentation basis on defined KPIs for Contact Center vendors and their operation and also commercial Dashboards in consultation with reporting Manager for monthly reviews with TML Business Owners, Vendors & TMLBSL Management.

People Management

 Effectively address/resolve issues/concerns/escalations of internal and external customers/stakeholders in areas of VMO, Workforce & Operation Management, MIS & Reporting & others if any.

 Expected to work in timeline with, “Can Do” and with taking ownership attitude towards the assigned responsibility/task is expected.

Teamwork and Communication

 Responsible for own learning and development with guidance from team leader/ manager

 Ensure a ‘customer centric’ and ‘partnership approach’ to develop strong relationships with other working groups.

 Effective communication of issues across the TML group including TMLBSL and working groups

Process/Function

 Contact Centre/Call Center/BPO/Shared Services and Telecom Industry

 Work force Management

 Service Vendor Management

 Vendor partner Sourcing, RFx process, contracting

 Vendor operation & escalation management

 Vendor governance and performance management

Stakeholder Profiles & Nature of Interactions:

Internal

Sales & Marketing Team, Procurement, Legal, GDC-AP Team etc.

External

Vendors and their finance and operation Team etc.

Desired Candidate Profile:

1. Functional Knowledge of S&OP process (Must Have)

- Hands on Experience in globally accepted Work Force Management (WFM) Processes and standard practices to manage Contact Center/Shared Service Center/BPO/KPO.

- Hands on experience in Vendor Management Office for Service Vendors.

- Hands on experience in MIS & Analytics is must.

- BPO/KPO/SSC Experience is must

- Knowledge of Finance and Accounting especially Vendor Master, Accounts Payable, Purchase order creation and invoice processing, account reconciliation etc.

- Knowledge of MSA/Contract/SoW etc.

3. Educational Qualification - Graduate/post graduate in any field (preferred MBA/Commerce/Finance)

4. Technical Skill required

- Excellent knowledge and hands on experience in MS Office (Excel, Word, PowerPoint, outlook)

- Negotiation skill

- Knowledge of SAP/CRM (preferable)

- Strong written and verbal communication skills

5.Experience Required - 10 – 15 years of relevant experience