Overall Role Summary
- Works with the suppliers to set and manage service delivery expectations for specific services.
- Works with the suppliers and the internal teams on a day-to-day basis ensure services are delivered against the expectations.
- Oversees and manages the supplier delivery governance from the delivery perspective for specific services.
Key Accountabilities
Process Custodian
- Work with the internal process teams and supplier staffs to create, maintain and control process documentation.
- Develop a detailed knowledge of how supplier processes work to collaborate on problem solving, defect management and share best practices.
Service Delivery Management
- Make sure that the operations are smooth running with no surprises, KPIs are delivered and are at satisfactory levels.
- Ensure that the suppliers operate within the budgets and service expectations (SLAs and contracts).
- Conduct regular operational reviews with the supplier operations teams to make sure that the KPIs are delivered.
- Manage capacity issues and forecasting.
- Process supplier invoices and control costs.
KPI / Reporting
- Accurate reporting, oversight of data governance, providing reports for different audiences.
- Ensure KPI reports capture right metrics, delivered on time and enable managerial decision.
- Determine, define, track, and improve the goals and KPIs.
- Communicate the requirements with the internal Business Intelligence (BI) teams and supplier account management teams.
- Monitor direct actual costs effectively against budget on agreed reporting cycles
Process Improvement
- Works together with the suppliers and internal staff to identify the KPI variances and identify actions to improve.
- Owns and manages the upstream feedback process and ensures that the actions are implemented.
Training and Quality
- Work with the suppliers and internal teams to identify training requirements and to train the staff.
- Monitoring and managing supplier and staff performance and providing constructive feedback to ensure high quality outputs.
- Ensure that the suppliers deploy quality staff to manage the process and the staff are fully capable of managing the process.
- Conduct periodic quality checks and audits on the supplier staffs.
Customer Focus
- Ensures customer complaints are properly resolved within stipulated time frame.
- Owns and manages the upstream feedback process and ensures that the actions are implemented.
Scaleup and Change Management
- Work with procurement on new supplier engagement and supplier dis-engagement processes.
- Work with the suppliers to manage the ramping up of volumes due to addition of titles, scope improvements, etc.
- Work with the internal teams and the supplier teams to support implementing the business process changes.
Stakeholder Communication and Management
- Build relationships with the key suppliers and internal stakeholders to assist effective partnership on the delivery level.
- Work closely with the supplier account managers and T&F internal teams such as GPR and procurement to enable smooth delivery of agreed services.
- Conduct weekly operational reviews with the suppliers involving the internal and external stakeholders at the right levels.
- Representing the work of the team across the business.
- Look for compliance issues and report to the relevant internal supplier management and business stakeholders.