Customer Happiness - Vendor Manager
Circles Life
Taiwan
6天前

About Us

Founded and grounded in Singapore, Circles.Life is the world’s first and most successful digital telco.

Our mission : to re-imagine mobile experiences for the digital consumer, and disrupt the global multi-trillion-dollar telco industry.

Through our proprietary operating platform built entirely in the cloud, we are re-imagining the way telcos operate; winning in domestic market share with our best-

in-class customer experience; and gearing up to launch in markets ripe for change across Asia.

This is where you come in.

Job Description :

Circles.Life is looking for a Customer Happiness Vendor Manager who is meticulous, strategic and have a passion for customer service and satisfaction.

He / she will be based in our Taipei office.

As a key member of our team, your responsibilities include but not limited to :

  • Establish internal policies aligned with external policies, standards, processes, and templates for working with vendors.
  • Optimize contract, performance, relationship and risk management processes.
  • Ensure there are clear metrics across all key performance indicators (KPIs) to ensure strong performance management.
  • Ensuring contracts are executed after appropriate due diligence; are performed with regular and appropriate ongoing monitoring and that all activities during the vendor lifecycle are managed accurately, consistently and professionally.
  • Escalated point of contact for any vendor related questions and issues.
  • Manage the relationship with the business and the vendor. Ensures vendor performance to ensure standards are being met, if vendor is not meeting expectation, work with business owner to remediate or replace the vendor.
  • Foster a good working relationship with the leaders within the organization and promotes cooperation and commitment within a team to achieve goals and deliverables
  • Work directly with Head of Customer Happiness on strategic planning, providing thoughtful and innovative insight on improvements
  • Perform ad-hoc tasks as needed
  • Requirements / Qualifications :

  • 5+ years experience in negotiations and vendor management
  • Proven track record in process improvement
  • Telco, call center / BPOs, and E-Commerce background is preferred
  • Employee management experience needed & demonstrated teamwork and collaboration in a professional setting
  • Knowledge of financial indicators including forecasting and budgeting measures
  • Ability to review, draft, negotiate, and manage a range of third-party agreements including the ability to advise internal clients on contract interpretation and negotiation strategies;
  • identify and address legal and business risks; ensure compliance with regulatory and internal policy requirements

  • Led a team of 100 plus direct and indirect (including outsourced)
  • Excellent communication and interpersonal skills with the ability to work with all levels. Excellent communication and presentation skills both verbal and written with ability to effectively communicate and partner with multiple levels of the organization
  • Willing to travel as & when required
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