Customer Interaction Manager

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

The Vendor Manager for Channel Services and Support is responsible for managing relationships with third-party vendors who provide services and support through various channels. They ensure that vendors meet service level agreements (SLAs) and deliver high-quality support to customers through channels such as phone, email, chat, and self-service portals. The role involves collaborating with internal teams, negotiating contracts, monitoring vendor performance, and driving continuous improvement in service delivery.

DUTIES AND RESPONSIBILITIES:

A. VENDOR MANAGEMENT

• Reviews vendor performance by reviewing vendor reports and facilitating weekly business reviews 

• Drives results by maintaining a good and healthy relationship with vendors

• Enforce vendor’s contractual obligations

• Reviews and Approves changes in operational processes

• Ensures vendor compliance to Globe’s IT and ISDP standards

• Promotes positive working environment through regular engagement activities

• Prepares documents and requirements for service contract completion

• Reviews monthly capacity planning of vendors together with CBS Head and Workforce Manager

• Ensures that all processes and procedures have been implemented, understood and followed by the vendors

B. SERVICE DELIVERY

• Ensures timely completion of orders and cases

• Drives efficiency and achievement of flowthrough

• Drives efficiency and achievement of SLAs

• Resolves roadblocks to exceed customer (internal and external) expectations through customer and channel experience insights and data covering Channels’ service delivery from the time the customer arrives at the channel front until service fulfillment

• Seeks Channel feedback and proactively respond to internal customer service issues and/or needs.

• Visit channels and internal partners to get feedback and issues and observe operational processes.

• Facilitates continuous review of reported issues and opportunities with other business units based on reported issue

C. PROCESS IMPROVEMENT

• Streamline processes to ensure delivery of business goals and quality standards

• Determines systems and process enhancements that will result to decreased costs, increased customer satisfaction, and overall process efficiency improvements across Channel Management

• Assesses customer feedback and improve procedures accordingly to ensure wonderful customer experience at all times.

• Manages activities and resources and facilitates timely execution of projects and programs through strategic partnerships with concerned business units or support groups 

• Manages consequences as a result of change and implements process controls to mitigate these consequences and risks

• Analyzes needs and propose solutions by conducting diagnostic assessments based on data and workshop

• Collaborates with various groups and individuals in the organization to enable the projects and programs

• Align strategies and determine opportunities and improvements that will contribute positive impact to current issues

KPIs:

• Achieve desired CBG Gross Revenues

• Achievement of target flowthrough

• Coach 2 Grow Action Plans

• CFS Survey

TOP 3-5 DELIVERABLES:

• Vendor performance reports and analysis.

• Contract negotiation documentation.

• Vendor management processes and procedures.

• Improvement plans for underperforming vendors.

• Regular communication with internal stakeholders on vendor performance and initiatives.

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.<