Job Description

Vendor Performance officer facilitates and maintains relationships between Etihad and service providers (local/outsourced), managing vendor standards, acts as a point of contact and accountable for business continuity

Accountabilities

• Act as Etihad representative facilitating communication between entities.
• Ensure financial and performance targets are achieved according to budget, using Etihad standards that are applicable for the business.
• Monitoring overall performance of services.
• Oversee the day-to-day deliverables of one or more unit of operations.
• Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations.
• Ensure & empower vendors to consistently achieve KPIs
• Prepare/review financial and/or operational analysis and reports on a daily/weekly/monthly basis.
• Participate in monthly and quarterly meetings.
• Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate.
• Develop or assist with the development and implementation of policies and procedures consistent with those of the organization.
• Ensure all Etihad policies and procedures are adhered to including but not limited to, Security, HR, Operations, and any known infractions of any of these corporate policies and procedures are communicated to the proper management immediately.
• Spend time on floor to audit current procedures to monitor and improve efficiency of operations.
• Ensure communication with the core operations team and keep them informed regularly on operational performance and customer/agent feedback
• Ensuring operations teams are aware of changes and are prepared

Education & Experience

• University graduate
• 3+ years of management experience in an inbound/outbound Contact Center is a must
• Experience in customer service
• Experience in travel sector
• Six Sigma Green Belt (Black Belt is an advantage)
• COPC implementation leader

Skills Required

• Customer Service
• Six Sigma