Overview
Synopsis
Ensure contract terms are adhered to by service providers and is held accountable for setting yearly contact center budget in alignment with Etihad vision.
Accountabilities
• Responsible for the development, execution and continuous improvement of business strategies supporting customer contract administration and management.
• Actively participate in contract reviews by reviewing contract terms, risks, and assisting in developing mitigation strategies to ensure compliance with contract business requirements.
• Provide contract analysis and feedback to stakeholders for improved process and decision-making.
• Identify and implement contract policies, processes and formats in accordance with customer expectations and to ensure achievement of corporate objectives, including productivity and operating budget goals
• Follow contract policy and procedure, revision and improvement while ensuring manageable risk to the company
• Facilitate necessary engagement between Etihad management and vendor management to resolve compliance & legal aspects
• Prepare and coordinate business correspondence and maintains accurate and complete contract files, and records for the company in accordance with policies and procedures.
• Meet regularly with Legal Counsel to ensure adherence to and consistency with corporate policies, review new laws and regulations, and contract trends for potential impact on business unit goals and objectives as well as overall company objectives.
• Understand the business case of vendor contractual requirements and has an appreciation of financial/analytical issues and profit and loss implications.
• Run annual onsite contractual compliance audit.
• Design effective budget models for departments
• Analyse financial information to ensure all operations are within budget
• Present annual budgets to senior managers
• Forecast future budget needs
• Identify variances between actual and budgeted financial results at the end of each reporting period
• Design and implement effective budgeting policies and procedures
• Consult with managers to ensure that budget changes are implemented
• Generate budget explanations using spreadsheets and graphic illustrations.
• Manage the invoicing process for vendors
• Ensure all Etihad policies and procedures are adhered including but not limited to, Security, HR, Operations, and Legal
Education & Experience
• University graduate (Business Administration/Management, Accounting is preferred)
• 5+ year experience in contact centre
• Experience in an outsource contact centre model is a must
• Financial sector management experience is an advantage
• Six Sigma yellow belt is an advantage
• MBA in finance, CMA/CBP/CPA certification is an advantage
About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in 2003 to bring “Abu Dhabi to the World”. Over the years, we have grown into Etihad Aviation Group, a diversified global aviation and travel company, which is one of the world’s most acclaimed industry brands.
Our airline flies to over 84 destinations with a fleet of over 100 Airbus and Boeing aircraft, serving 18.6 million passengers a year and carrying 682,000 tonnes of cargo in 2018.