Executive VMO & Contact Centre

Position Name - Executive VMO & Contact Centre

Brief Role Description -

The Senior Manager Service Vendor Management Office is responsible for leading the strategic and operational management of third-party service providers. Vendors rendering services like Call/Contact Center operations, IT, Talent Acquisition, Legal, Admin, Publicity etc. This role ensures that vendor relationships are aligned with business goals, deliver optimal value, and comply with contractual, financial, and performance standards. The role involves collaboration across procurement, legal, finance, service delivery and vendor partner teams to drive vendor performance, innovation, and risk mitigation.

Job Roles & Responsibilities -

1. Vendor Lifecycle Management :

- Manage on-boarding of Service vendors, ensuring due diligence, KYC, and compliance checks.

- Maintain vendor master data accuracy in ERP systems.

- Ensure adherence to company policies and regulatory requirements.

- Manage the complete vendor lifecycle including RFI, RFP, RFQ processes, on-boarding, vendor code creation, budgeting, provisioning, PO creation/release, invoice processing, payment release, provisioning, month end activities, MIS etc.

2. Service Contract Management

-Coordinate with Service and Procurement teams for contract creation, review, and approval.

• Monitor contract renewals, amendments, and compliance obligations.
• Implement risk mitigation strategies for vendor relationships.

3. Budgeting & Financial Planning

• Prepare annual and quarterly budgets for service vendors.
• Monitor actual spend vs. budget and report variances.
• Support cost optimization initiatives and forecasting.

4. P2P cycle Management

• Manage purchase requisitions, purchase orders, and invoice processing, on time payment for service vendors.
• Ensure timely and accurate payments in line with agreed terms.
• Resolve discrepancies between invoices, POs, and contracts.

5. Expenses and Revenue Provisioning and month end activities

• Ensure accurate provisioning for services and compliance with accounting standards.
• Manage month-end and year-end closing activities related to service vendors.
• Coordinate with Service and Business teams to ensure timely provisioning of services availed.
• Track service delivery against contractual obligations and SLAs.
• Monitor utilization of Service services and manage cost optimization.
• Reconcile vendor accounts and ensure zero leakage.

6. MIS & Reporting

• Develop and maintain dashboards and reports for vendor performance spend analysis, and compliance.
• Provide monthly/quarterly governance reports to senior management.
• Support audit requirements with accurate documentation and reporting.

7. Governance, Audit & Compliance

• Ensure adherence to OEM procurement policies and regulatory requirements.
• Maintain vendor master data accuracy in ERP systems.
• Implement risk mitigation strategies for vendor relationships.
• Drive process improvements for compliance and governance.

8. Performance Monitoring & Reporting

• Track vendor performance metrics (quality, timeliness, compliance).
• Prepare monthly/quarterly governance reports for leadership.
• Drive continuous process improvements and automation initiatives.

9. Stakeholder Collaboration

• Act as a liaison between Legal, Finance, Procurement, DT, IDT, AP Team and vendor teams.
• Address escalations related to vendor payments or compliance issues.

B. Teamwork & Communication

Self-Development & Learning: Take ownership of personal learning and development, actively seeking guidance and feedback from team leaders and managers to enhance performance and capabilities.

Customer-Centric Collaboration: Foster a customer-focused and partnership-driven approach to build strong, collaborative relationships across internal teams and working groups.

Effective Cross-Group Communication: Ensure clear and consistent communication across the TML Group, including TMGSL and associated working groups, to support alignment and operational efficiency.

Essential & Desirable Education/Qualifications/ Work experience/technical skills i.e. what are the 'must haves' for this role -

Functional Knowledge of Skills -

Proven expertise in Service Vendor Lifecycle Management with Automotive Domain Expertise.

- Analytical mindset with proficiency in vendor performance analytics and reporting tools.

- Good negotiation, communication, and stakeholder management skills.

- Decision-making under ambiguity

- Stakeholder engagement and influence

- Clear and effective communication

- Sound understanding of Finance & Accounting processes including with Accounting standards and digital compliance:

• Vendor Master Management
• Accounts Payable
• Purchase Order creation
• Invoice processing
• Vendor Account reconciliation
• Provisioning

- Knowledge of Indian Direct & Indirect Taxation

- Familiarity with MSA/Contract/SoW documentation and Contracting & commercial frameworks.

- Cross-functional communication, escalation management

Leadership Behavior -

Agility: Demonstrates adaptability and persistence in achieving challenging goals.

Risk Taking: Challenges the status quo and embraces uncertainty to drive innovation.

Empowerment: Shares authority and responsibility to stretch team capabilities.

Owners Mindset: Takes accountability for outcomes and drives superior business results.

Accountability: Owns tasks and outcomes, fostering a culture of responsibility.

Collaboration: Works effectively across teams and shares knowledge openly.

Embrace Diversity: Values and leverages diverse perspectives for optimal outcomes.

Passion for Customer: Builds strong alliances and implements practices that meet customer needs.

Educational Qualification -

Graduate/Postgraduate in any discipline

(Preferred: Graduate/MBA/PGDM in Commerce, Operations, Finance, or Business Administration)

Technical Skill required -

Intermediate proficiency in MS Office (Excel, Word, PowerPoint, Outlook)

• Collaboration Tools (MS Teams, SharePoint)

Advanced Excel, VBA/Macro, PowerPoint, and MIS tools

- Working knowledge of SAP/CRM systems (preferred)

Experience Required -

Total Experience: 3+ years in Service Vendor Management, Procurement, or Finance Operations in Manufacturing, OEM or any large-scale manufacturing-based organization.

Relevant Experience:

- Minimum 2 years in vendor lifecycle management, contract governance, and P2P cycle.

- Exposure to ERP systems (SAP MM/FI, Oracle) and vendor management tools.

- Hands-on experience in budgeting, financial planning, and cost optimization.