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Senior Vendor Management Analyst

Date:  18 Apr 2024
Location: 

StarHub Green

Company:  StarHub Ltd

Job Purpose

The role is responsible for managing and supporting external vendor operations, relations and performance.

Job Responsibilities

•    Perform as functional bridge and coordinate all vendor management tasks amongst external vendors as well as internal stakeholders.
•    Identify and implement continuously enhance efficiencies associated with external vendor towards customer experience.
•    Participate to formulate workflow processes, methods and policies for vendors.
•    Ensure to track, measure, report and evaluate vendor performance.
•    Customer handling and perform service recovery when required.
•    Station onsite to help outsourcer in the event of ad-hoc or urgent matter and point of contact for outsourcer.
•    Validate the vendors KPIs and appeal claims.
•    Perform audit on the calls by technician to internal COps team for consistency and adhere to processes.
•    Identify and implement continuously enhance efficiencies to improve on the operations and customer’s experience such as reporting and evaluation.

Requirements

•    Diploma in any discipline
•    Supervisory experience is an added advantage
•    Able to work independently with minimum supervision. 
•    A team player and experienced in people management with good interpersonal skills
•    Able to work Overtime on Weekends and Public Holidays as and when required 
•    Able to comprehend and gather information pertinent to the job such as new procedures and special promotions. 
•    Able to work with all levels including technicians/contractors and customers. 
•    Able to work in a fast-paced environment. 
•    Good communication and interpersonal skills. 
•    Meticulous and eye for details. 

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