Sr. Manager (L5) - VMO and Contact Centre

Position Name - Senior Manager VMO & Contact Centre

Role Reports to - Deputy General Manager

Role & responsibilities

A.

Expertise in Service Vendor Management:

Automotive Domain Knowledge:

Policy & Compliance Adherence:

End-to-End Vendor Lifecycle Management:

Vendor Performance & Risk Management:

Strategic Vendor Selection & Benchmarking:

Cross-Functional Coordination & Governance:

Contract & Commercial Management:

Operational & Financial Oversight:

Regulatory & Digital Compliance:

Customer-Facing Vendor Oversight:

Stakeholder Engagement & Reporting:

B.

Staffing Analysis & Planning:

Stakeholder & Vendor Query Resolution:

Operational Reporting & Business Insights:

SLA & KPI Compliance Support:

Capacity Planning & Forecasting:

Escalation Management:

C.

Operational Metrics Monitoring:

Productive Time Management:

Dashboard Generation:

Data Analysis & Insights:

Billing Data Validation:

Budget vs. Spend Tracking:

SMS Usage & Benefit Analysis:

Presentation Development:

A.

Issue Resolution & Stakeholder Engagement:

Ownership & Accountability:

B.

Self-Development & Learning:

Customer-Centric Collaboration:

Effective Cross-Group Communication:

C.

• Specialized in Contact Center, BPO, Shared Services, and Telecom operations.
• Skilled in forecasting, capacity planning, and workforce performance monitoring.
• Experienced in vendor management across Call Center, IT, Legal, and Recruitment domains.
• Proficient in vendor sourcing, RFx processes, and contracting.
• Responsible for vendor operations, issue resolution, and escalation handling.

Lead vendor governance, performance reviews, and compliance tracking.

Skills & Competencies

10+ years of experience in Service vendor management, service delivery, or procurement in a large enterprise environment/Shared Services.

Proven experience managing complex vendor ecosystems and multi-crores-rupees contracts.