Executive Lead

A Manager leading strategic and operational management of third-party service providers, ensuring vendor relationships are aligned with business goals, deliver optimal value, and comply with contractual, financial, and performance standards.

This role involves collaboration across procurement, legal, finance, and service delivery teams to drive vendor performance, innovation, and risk mitigation. Key responsibilities include Vendor Governance, Automotive Domain Knowledge, Policy & Compliance Adherence, End-to-End Vendor Lifecycle Management, Vendor Performance & Risk Management, Strategic Vendor Selection & Benchmarking, Cross-Functional Coordination & Governance, Contract & Commercial Management, Operational & Financial Oversight, Regulatory & Digital Compliance, Customer-Facing Vendor Oversight, Stakeholder Engagement & Reporting, Workforce & Operation Management, Issue Resolution & Stakeholder Engagement, Ownership & Accountability, Self-Development & Learning, and Customer-Centric Collaboration.

• Vendor Governance: Act as a subject matter expert in vendor governance, with deep understanding of omnichannel implementations, TRAI and DLT regulatory norms.
• Automotive Domain Knowledge: Well-versed in sales, service, and complaint management frameworks across all Lines of Business (LoBs) in the automotive sector.
• Policy & Compliance Adherence: Ensure policies and procedures are followed by third-party vendors, clients, and stakeholders throughout the vendor lifecycle.
• End-to-End Vendor Lifecycle Management: Manage the complete vendor lifecycle including RFI, RFP, RFQ processes, on-boarding, vendor code creation, budgeting, provisioning, PO creation/release, invoice processing, and payment release.
• Vendor Performance & Risk Management: Monitor vendor performance, manage escalations, and assess risks during transitions.
• Strategic Vendor Selection & Benchmarking: Evaluate multi-vendor solutions, conduct benchmarking studies, and recommend optimal vendor models aligned with norms.
• Cross-Functional Coordination & Governance: Collaborate with stakeholders and cross-functional teams to ensure timely service delivery, with regular reviews and governance mechanisms.
• Contract & Commercial Management: Maintain up-to-date contracts, standardize commercial and contract management frameworks, and drive value through structured vendor commercial oversight.
• Operational & Financial Oversight: Manage vendor budgets, cost optimization initiatives, and financial forecasting.
• Regulatory & Digital Compliance: Possess working knowledge of DT & IDT, accounting, telecom and digital norms relevant to vendor operations and compliance.
• Customer-Facing Vendor Oversight: Recommend vendor models for customer-facing processes, ensuring service excellence and compliance.
• Stakeholder Engagement & Reporting: Maintain a risk database, communicate with internal departments, and provide consistent reporting to senior leadership and the board.
• Workforce & Operation Management: Conduct regular assessments of staffing needs for the Contact Center based on forecasted volumes.
• Issue Resolution & Stakeholder Engagement: Proactively address and resolve concerns, issues, and escalations raised by internal and external customers, stakeholders, and vendors.
• Ownership & Accountability: Demonstrate a strong sense of ownership and a 'Can Do' attitude, ensuring timely and effective execution of assigned responsibilities with commitment to excellence.
• Self-Development & Learning: Take ownership of personal learning and development, actively seeking guidance and feedback from team leaders and managers.
• Customer-Centric Collaboration: Foster a customer-focused and partnership-driven approach to build strong, collaborative relationships across internal teams and working groups.