Manager Vendor Management

Talabat is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

The Vendor Manager is responsible for managing the overall performance and operations of the company's service delivery sites, including overseeing workforce planning, quality, training, and continuous improvement performance initiatives. They serve as the key point of contact for coordinating site-level activities and driving optimal performance across all sites.

WHAT’S ON YOUR PLATE?

• Setting and leading the Annual OKRs for the BPOs and Outsourcing Operations in alignment with the operations' direction and strategy, which includes the launching of new sites and driving the performance of all BPOs through the collaboration of the internal Support Functions (WFM, Quality, and Operations Training) as well as being present on ground (within the BPOs Offices) to monitor and drive the performance towards the desired OKRs."
• Develop and implement strategies to drive continuous improvement in site-level performance, quality, and efficiency
• Proactively identifies and addresses process gaps and improvement opportunities, taking corrective actions up to the leadership team, such as terminating agents, reducing hours, changing site management, managing invoices, and securing the best deals while maintaining the highest quality.
• Develop and execute workforce planning strategies to ensure optimal staffing levels and skill mix at the site level
• Oversee the hiring of site-level personnel, including managers and supervisors, to ensure that they have the needed profiles.
• Coordinating and managing the company's BPO vendors and service delivery sites
• Monitor and analyze vendor performance data, driving continuous improvement and optimization, including conducting gap analyses and risk assessments to drive strategic decisions. This involves making decisions on negotiating and renewing vendor contracts
• Prepare and present comprehensive reports on site-level performance, highlighting key metrics, trends, and recommendations
• Participate in cross-functional meetings to discuss site-level operations and coordinate with internal stakeholders
• Ensure compliance with relevant regulations, policies, and security requirements at the site level
• Maintain a centralized repository of site-level data, contracts, and performance records
• Stay abreast of industry best practices, trends, and benchmarks in site performance management and workforce optimization
• Collaborate with internal teams and vendors to develop and implement innovative solutions that drive operational excellence.

• At least 5 years of experience in Contact Center industry within leadership roles.
• Strong analytical and problem-solving skills to drive data-driven decision-making.
• Excellent data analysis and reporting capabilities, including the ability to collect, analyze, and interpret performance metrics and KPIs.
• Proficiency in process improvement methodologies (e.g., Lean, Six Sigma) and experience in leading and facilitating process optimization initiatives.
• Effective negotiation and contract management skills, with the ability to ensure vendor compliance with SLAs and KPIs.
• Adept at using project management tools.
• Excellent communication and stakeholder management skills.
• Knowledge of the relevant industry.
• Familiarity with contact center technology, tools, and systems, and their integration into vendor operations.