Overview
Synopsis
Vendor Performance officer facilitates and maintains relationships between Etihad and service providers (local/outsourced), managing vendor standards, acts as a point of contact and accountable for business continuity
Accountabilities
• Act as Etihad representative facilitating communication between entities.
• Ensure financial and performance targets are achieved according to budget, using Etihad standards that are applicable for the business.
• Monitoring overall performance of services.
• Oversee the day-to-day deliverables of one or more unit of operations.
• Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations.
• Ensure & empower vendors to consistently achieve KPIs
• Prepare/review financial and/or operational analysis and reports on a daily/weekly/monthly basis.
• Participate in monthly and quarterly meetings.
• Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate.
• Develop or assist with the development and implementation of policies and procedures consistent with those of the organization.
• Ensure all Etihad policies and procedures are adhered to including but not limited to, Security, HR, Operations, and any known infractions of any of these corporate policies and procedures are communicated to the proper management immediately.
• Spend time on floor to audit current procedures to monitor and improve efficiency of operations.
• Ensure communication with the core operations team and keep them informed regularly on operational performance and customer/agent feedback
• Ensuring operations teams are aware of changes and are prepared
Education & Experience
• University graduate
• 3+ years of management experience in an inbound/outbound Contact Center is a must
• Experience in customer service
• Experience in travel sector
• Six Sigma Green Belt (Black Belt is an advantage)
• COPC implementation leader
About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world’s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.
Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.
To learn more, visit etihad.com