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    BPO Vendor Manager – Hyatt Global Property - Parañaque, Pilipinas - Destination Hotels

    Destination Hotels
    Destination Hotels Parañaque, Pilipinas

    1 araw ang nakalipas

    Default job background
    Buong oras Turismo/Paglalakbay/Pagiging mabuting
    Paglalarawan

    Summary



    Working Location:
    Remote or in any ASPAC GPGS Hubs(Guangzhou, Shanghai, Seoul, Tokyo & Melbourne), but preferably in Philippines.

    This role will be perfect for an experienced BPO Manager to lead our Business Process Outsourcing (BPO) resources.

    This individual will play a crucial role in ensuring outstanding customer service and streamlined operational processes for our Hotel and Hospitality business.

    The ideal candidate will have expertise in managing offshore BPO teams, particularly within the Hotel/Hospitality/Travel services industry.

    The Manager is accountable for strategizing, guiding, organizing, and inspiring the Vendor Management team to achieve a high level of performance and quality in delivering exceptional business value to users.

    This position involves overseeing the vendor management process, establishing standards for vendors, fostering relationships with vendors, evaluating vendor performance, and providing insights to facilitate effective decision-making for enhancing business value.


    Position Responsibilities:

    • Regularly evaluate and address the operational and compliance risks associated with strategic partners to identify potential issues early.
    • Coordinate and lead the assessment of business roadmaps and priorities of Hyatt Hotel Corporation and GPGS, via the Strategic Business Review process to ensure vendor performance surpasses the predefined objectives.

    Change Management:
    Ability to steer organizational change, especially during the implementation of novel vendor management processes or technologies.

    • Evolves practices with Comprehensive understanding of vendor management best practices, encompassing contract assessment, performance tracking, and relationship management.
    • Oversee the process of vendor onboarding/provisioning/deprovisioning, from due diligence to negotiations, fostering mutually beneficial partnerships.
    • Collaborate with internal teams, such as Training, Learning & Design, Data & Quality, Workforce, Finance, and Legal, to synchronize vendor management operations with organizational objectives and timelines.
    • Present performance outcomes to the senior leadership team and offer enhancement suggestions.
    • Establish escalation routes and mechanisms to tackle issues. Perform regular evaluations and appraisals of vendor performance, providing explicit, constructive feedback to foster collaboration and perpetuate enhancements in vendor performance. Resolve vendor service and supply issues and maintain precise and timely records.
    • The duties listed above are not exhaustive. Additional duties, roles, and qualifications may be necessary or assigned as required.

    Qualifications


    1.2-4 years of Vendor Managerment experience Preferred.
    2.2-4 years of Hotel/Travel and Hospitality Industry preferred.
    3.2-4 years working in a contact center environment required.

    • Bachelor's Degree in Computer Science, MIS, Business Management, Statistics or related field preferred.
    • Six Sigma/outsourcing/vendor management Certification preferred.
    • Demonstrated experience as a Vendor Relationship Manager or in a similar capacity within customer services.
    • Proficient in negotiation and contract administration.
    • Exceptional communication and interpersonal skills.
    • Analytical thinking with an emphasis on ongoing enhancement.
    • Must be highly driven and organized with the capacity to handle multiple projects concurrently under time restrictions.
    • Working across different time zones is necessary with frequent meetings in Americas & ASPAC time zones.
    • Domestic/International travel may be essential.
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