AM - Vendor Operations

Vendor manager will build and manage relationship with internal and external teams to assist customers with their queries on PhonePe Financial products. The vendor manager will be also responsible for hiring, coaching and managing the vendor operations performance. The role will require an openness to learn continuously, strong data orientation & the candidate should have deep understanding of financial product and services. The roles and responsibility of vendor manager has been bifurcated as below:

• Manage Relationship
• Manage the vendor relations (multiple sites) and bring in the Industry best practices into PhonePe ecosystem. This will need the vendor manager to:
• Build vendor strategy for outsourcing – Identify vendors basis their capabilities and domain strengths best suited for PhonePe business.
• Proactively maintain regular engagement with Key vendor contacts in line with PhonePe expectations of the Vendors.
• Manage and develop operational relationships with vendor by conducting regular operational review meetings.
• Also conduct day to day operations meeting by liaising with vendor operational teams.
• Setup a well-defined governance model to effectively communicate across all levels.
• Ability to manage and influence the key stakeholders at the vendor sites. Communicate effectively and concisely with all stakeholders
• Provide feedback to management regarding necessary changes and updates, including but not limited to policies, procedures and service issues.

• Manage Operations
• Consistently work towards meeting and exceeding the Operational KPI’s. This will need the vendor manager to :
• Be responsible and accountable for the operational performance of the vendor teams. Efficiently managing the peak volume spikes and ad-hoc requests.
• Bring in BFSI Industry best practices to improvise processes and policies in support of organizational goals.
• Establish the right organization structure and ensure the best external talents are hired at each of the position by the Vendor team. Succession Planning to be designed for key roles at vendor site.
• Responsible for the development of the team members by providing apt product and process trainings.
• Ability to translate the business strategies into day to day delivery.
• Delivering process / service improvements by proactively identifying areas of opportunities in the process through Quality frameworks.
• Works with vendor partners to ensure business continuity plans are effectively put in place.

Qualifications

o  Minimum 8+ years of experience - of which minimum 3 years of experience in BFSI Industry managing large sized operations team or outsourced Tier 1 contact centers.

o  Graduates only

Preferred competencies

o  Strong Financial Service Orientation – Deep understanding of banking ecosystem, financial products & services.

o  Apt understanding of various stages of sales cycle / funnel in BFSI industry.

o  Expert knowledge of MS Office (Outlook, Word, PowerPoint and Excel)

o  Excellent communication, interpersonal, organizational and follow-up skills

o  Well-developed sense of urgency and follow up mechanism (setting up right guardrails & governance structure)