At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description The Vendor Manager for Channel Services and Support is responsible for managing relationships with third-party vendors who provide services and support through various channels. They ensure that vendors meet service level agreements (SLAs) and deliver high-quality support to customers through channels such as phone, email, chat, and self-service portals. The role involves collaborating with internal teams, negotiating contracts, monitoring vendor performance, and driving continuous improvement in service delivery.

DUTIES AND RESPONSIBILITIES:

A. VENDOR MANAGEMENT

Reviews vendor performance by reviewing vendor reports and facilitating weekly business reviews 

Drives results by maintaining a good and healthy relationship with vendors

Enforce vendor’s contractual obligations

Reviews and Approves changes in operational processes

Ensures vendor compliance to Globe’s IT and ISDP standards

Promotes positive working environment through regular engagement activities

Prepares documents and requirements for service contract completion

Reviews monthly capacity planning of vendors together with CBS Head and Workforce Manager

Ensures that all processes and procedures have been implemented, understood and followed by the vendors

B. SERVICE DELIVERY

Ensures timely completion of orders and cases

Drives efficiency and achievement of flowthrough

Drives efficiency and achievement of SLAs

Resolves roadblocks to exceed customer (internal and external) expectations through customer and channel experience insights and data covering Channels’ service delivery from the time the customer arrives at the channel front until service fulfillment

Seeks Channel feedback and proactively respond to internal customer service issues and/or needs.

Visit channels and internal partners to get feedback and issues and observe operational processes.

Facilitates continuous review of reported issues and opportunities with other business units based on reported issue

C. PROCESS IMPROVEMENT

Streamline processes to ensure delivery of business goals and quality standards

Determines systems and process enhancements that will result to decreased costs, increased customer satisfaction, and overall process efficiency improvements across Channel Management

Assesses customer feedback and improve procedures accordingly to ensure wonderful customer experience at all times.

Manages activities and resources and facilitates timely execution of projects and programs through strategic partnerships with concerned business units or support groups 

Manages consequences as a result of change and implements process controls to mitigate these consequences and risks

Analyzes needs and propose solutions by conducting diagnostic assessments based on data and workshop

Collaborates with various groups and individuals in the organization to enable the projects and programs

Align strategies and determine opportunities and improvements that will contribute positive impact to current issues

KPIs:

Achieve desired CBG Gross Revenues

Achievement of target flowthrough

Coach 2 Grow Action Plans

CFS Survey

TOP 3-5 DELIVERABLES:

Vendor performance reports and analysis.

Contract negotiation documentation.

Vendor management processes and procedures.

Improvement plans for underperforming vendors.

Regular communication with internal stakeholders on vendor performance and initiatives.

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.