Executive-VMO and Contact Centre-Procure to Pay-Process Ops

Role SpecificationRole Title: Executive – VMO & Contact CentreReporting Manager: Senior Manager – VMOLocation: PunePurpose of the Role:Role holder responsible to handle end to end Finance and accounting Business requirement of TML Group with timely delivery across all subsidiaries and sub functions of TML related to VMO & others if any.Job Responsibilities:Vendor Management Office (VMO) –

• Working closely with vendors and Business Owners on a day-to-day basis
• Assisting with planning and developing the vendor management policy, program and procedures
• Communicating with internal/finance departments such as lines of business/business units, internal audit,
• senior management and more to answer vendor questions and oversee tasks
• Maintaining a database of pertinent risk information pertaining to third parties, and communicating this data
• via consistent reporting to senior leadership, pertinent stakeholders and the board
• Assisting with vendor on boarding, PR request & follow-up with respective stakeholder, Provisioning,
• Budgeting, Purchase order creation and amendment on regular basis or as and when required.
• Track and monitor budget vs spend analysis at vendor and BU level to effectively control and optimize cost.
• Perform tasks like invoice validation, follow up with Business for approvals, processing and payment release as per agreed terms and conditions.
• Assisting with monthly activities like Provisioning, account reconciliation, monthly commercial reporting etc.

MIS & Reporting –

• Track and report key indicators such as Head Count / Attrition / Capacity /Absenteeism / Login Hours
• /Productivity/Utilization/Schedule adherences of Contact Center operation via different key reports.
• Monitor & Reports Productive Time usage to improve productivity & manage SLAs.
• Generation of daily, Weekly and monthly Dashboards like Agents utilization, Productivity reports, Capacity – Planned vs Actual etc.
• Perform Data Analysis basis of Reports & Dashboards are being published. Publish such analytical reports with the internal stakeholders highlighting the findings, trends, action points for productivity improvement/cost optimization.
• Collate, Record, maintain accurate input data for validating monthly billing inputs from Vendors.
• Monitor and review the operational reports and share the SMS usage and benefit analysis with business on monthly basis. (Ex : SMS budget value vs actual utilization, variation report, impact of promo and output achieved Lob process owner & region wise)
• Prepare PowerPoint presentation basis on defined KPIs for Contact Center vendors and their operation and
• also commercial Dashboards in consultation with reporting Manager for monthly reviews with TML Business
• Owners, Vendors & TMLBSL Management.

People Management –

• Effectively address/resolve issues/concerns/escalations of internal and external customers/stakeholders in areas of VMO, Workforce & Operation Management, Financial MIS & Reporting & others if any.
• Expected to work in timeline with, “Can Do” and with taking ownership attitude towards the assigned responsibility/task is expected.

Teamwork and Communication –

• Responsible for own learning and development with guidance from team leader/ manager
• Ensure a ‘customer centric’ and ‘partnership approach’ to develop strong relationships with other working groups.
• Effective communication of issues across the TMLBSL and working groups

Process/Function –

• Vendor commercial process
• Vendor operation & escalation management
• Contact Centre and Telecom Industry

Stakeholder Profiles & Nature of Interactions:InternalTMLBSL Internal TeamExternalContact Centre & VMODesired Candidate Profile:Functional Knowledge of Skills (Must Have) –

• Hands on experience in Finance and Accounting especially Accounts Payable processes and standard practices, Purchase order creation and invoice processing, account reconciliation etc. is must.
• Hands on experience in Vendor Management Office for Service Vendors
• Good MIS & Analytical skill
• BPO/KPO/SSC Experience would be preferred

Leadership Behavior –AGILITY – Agility is best demonstrated by tenacity to achieve challenging goals and adapting to a variety of situations, individuals or groups.RISK TAKING – Risk taking is best demonstrated by questioning status quo and taking on challenges despite uncertaintiesEMPOWERMENT – Empowerment is best demonstrated by sharing authority as well responsibility for decision making and stretch team capabilities to maximize resultsOWNER’S MINDSET – Developing a sense of being enterprising, understanding the purpose of delivering superior business results and having a stake in it by being accountable for quality and success of the outcomes, delivered through concrete action.ACCOUNTABILITY – Accountability is best demonstrated by taking full responsibility of the task and holding each other accountable for the outcomesCOLLABORATION – Collaboration is best demonstrated by working effectively with internal / external partners and Sharing information, ideas and expertise with othersEMBRACE DIVERSITY – Embrace diversity is best demonstrated by valuing and levering variety and distinctiveness and enabling diverse groups to let their differences flourish to achieve best outcomesPASSION FOR CUSTOMER – Passion for customer is best demonstrated by sustainably implementing practices that meet customers’ needs and building productive alliances with customers / stakeholderEducational Qualification – B.Com/M.Com/MBA – FinanceTechnical Skill required –

• Hands on experience on SAP AP, MM, FI & Project Module
• Excellent knowledge and hands on experience in MS Office (Excel, Word, PowerPoint, outlook)
• Hands on experience on IT related vendor management.
• Knowledge of VBA platform/application – Preferred

Language Proficiency – Good Verbal and written communication in EnglishExperience Required – 3+ years of relevant experienceSkills & Competencies:Excellent communication and influencing skillsStrategic Thinking