Manager Operations - Contract Management, Vendor Management

  • Bangalore
  • Confidential
  • 9-12 years
  • 07 Apr 2015

  • Operations

  • KPO/ Analytics, Management Consulting, BPO/ ITES/ Call Centers
Job Description


Overall responsible for Service Delivery of the assigned projects.
Quality of Services as per defined standards and agreed upon with the client.
Compliance with ISO 27001 standards as applicable to Client
Perform Quality check on all deliverables before internal or external delivery.
Engage with the client and onsite teams / understand & set expectations.
Manage Scope of services and alert client Leadership on possibility of scope creep.
Responsible for contribution in the development of Governance Services IP.
Accountable for profitability of the engagement collaborate with other support functions (HR employee engagement, Resource Management Hiring, training, IT delivery support etc.)
Responsible for driving CSAT scores upwards in collaboration with onsite teams.
Periodic Project Reviews with Leadership and submission of management reports.
Submission of requisite project details for consolidation of business information.
Other tasks and responsibilities, as assigned by supervisor.


Bachelors Degree in an applied science or engineering field, and nine+ years of work experience.
Experience in the sourcing industry (ITO, ADM, ITES, & BPO).
Knowledge of various aspects of Financial Management, Contract Management, Performance Management and Relationship Management.
Excellent inter-personal skills with an ability to work in a culturally diverse environment and teams.
Process oriented Ability to learn new processes and contribute in various disciplines of client Governance Services.
Well conversant with MS Office (Outlook, Word, PowerPoint, Excel) and usage of the Internet
Time management Ability to meet deadlines and work under pressure.
Communication Skills Ability to interact comfortably on teleconference and through mails with Client Personnel, Client Service provider and Onsite based client personnel.
Self-motivated and able to work independently with limited supervision
Flexible on timings and willingness to work in an unstructured environment
Familiarity with the tools, concepts and methodologies of quality management.

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