Partner Compliance

About the Opportunity

Role: Partner Compliance

Level: Assistant Manager/ Deputy Manager

Reporting To: Director - Customer Experience

Location: Gurgaon

About the Function

The Customer Experience team is dedicated to creating seamless and engaging journeys for our customers. We focus on enhancing every interaction by improving customer contact touchpoints, reducing effort at each stage, and implementing impactful projects that directly improve customer satisfaction.

About the Role

This role is centered on managing strong partner relationships and driving effective negotiations. It involves reviewing and validating partner invoice back-up files, identifying gaps, and ensuring accuracy, while also leveraging data-backed insights to design cost-effective, high-performing solutions.

What will you be doing

• Developing and maintaining strong working relationships with customer service partners and internal stakeholders.
• Contributing to contact center procurement activities, including business requirement scoping, vendor selection strategy, location assessments, RFP administration, and pricing & contract negotiations.
• Building governance mechanisms and ensuring compliance with SOWs, SOPs, and escalation/approval matrices to deliver effective partner performance.
• Reviewing and auditing partner invoices, billing back-up data, and contributing to internal projects related to broader auditing requirements.
• Ensuring compliance with MakeMyTrips security standards across all partner engagements.
• Developing business continuity and disaster recovery plans to safeguard service delivery.
• Demonstrating ownership and active participation with a continuous focus on driving actions and outcomes.

Qualification & Experience

• Graduate with customer service experience with 8-10 years of expertise in managing partner compliance within the e-commerce industry.
• Planning & Execution : Strong organizational skills with keen attention to detail, and ability to prioritize tasks under pressure to meet deadlines
• Negotiation & Stakeholder Management : Proven negotiation skills with the ability to influence and collaborate effectively with external partners
• Communication : Clear and impactful communicator with strong interpersonal skills.
• Analytical & Technical Aptitude : Ability to analyze data, apply insights, and leverage technical acumen to drive outcomes

Key Success Factors for the Role

• Planning & Execution: Strong organizational skills with keen attention to detail and the ability to prioritize tasks under pressure to meet deadlines
• Negotiation & Stakeholder Management: Proven negotiation skills with the ability to influence and collaborate effectively with external partners
• Communication: Clear and impactful communicator with strong interpersonal skills
• Analytical & Technical Aptitude: Ability to analyze data, apply insights, and leverage technical acumen to drive outcomes