Vendor And Performance Manager
Job description
Vendor performance manager 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.
- Monitor overall performance of services.
- Oversee the day-to-day deliverables of one or more units of operations.
- Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations.
- Ensure and empower vendors to consistently achieve KPIs.
- Prepare and review financial and/or operational analysis and reports on a daily, weekly, and monthly basis.
- Participate in monthly and quarterly meetings.
- Continuously investigate and introduce process improvement measures and either sign off actions or raise 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.
Qualifications
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.
Additional information
Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.
Recruitment fraud alert
Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video or telephone before any formal offer. If you are asked for money, please treat it as fraudulent.