Manager, Country Vendor Management

Job Description

Get to Know the Team

The Grab Support (GS) PH team values collaboration and a customer-centric approach in delivering world-class experience to our consumers and partners. Our focus is on continuous improvement, driven by a commitment to business process optimization, digital innovation, and strategic vendor management. We are responsible for ensuring our operations are efficient, scalable, and resilient, empowering our support agents to deliver exceptional experiences in every Grab journey.

Get to Know the Role

As the Vendor Manager, you will manage the management of our vendor partnerships in the country. You will ensure vendors meet and exceed performance expectations, foster strong relationships, and drive strategic collaboration to support our business objectives.

The Critical Tasks You Will Perform

• Be the point of escalation for BPO Partners / Outsourcers providing contact center and intake services for Grab Support in the Philippines. external vendors and internal vendor operations teams
• Review daily, weekly BPO Partners performance against OKRs , both primary and secondary and works with Service Delivery Vertical Head to solve performance gaps . Conduct regular performance reviews and audits to ensure compliance with service level agreements (SLAs) and quality standards.
• Manage compliance to vendor contracts, pricing, and budgets.
• Ensures the accuracy of all invoices and reconciles it with Workforce, Operations , Data & Insights and Service Excellence.
• Identify opportunities for vendor-driven process improvements and cost optimization.
• Manages/ Plans and governs any new projects/ initiatives and volume migration from IH to BPO and vice versa.
• Co-shapes and provides inputs to the Vendor Network Strategy.
• Collaborate with vendor partners.
• Leads the overall BCP, rapid response, ticket management governance of Grab Support (both IH and BPO)

Qualifications

What Essential Skills You Will Need

• 10 years of progressive experience in vendor management, supplier relationship management, or a similar role.
• Able to negotiate and manage contracts with different suppliers.
• Ability to analyze performance data and hold vendors accountable.
• Experience in a BPO or contact center environment is a strong plus.

Additional Information

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For at Grab

We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.

Company Description

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.