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Contract Admin and Supplier Management Lead

Taguig City, Philippines

Job ID: 7276

Date published: 20-Dec-2018

The CA and SMO Lead leads the team and provides front-line customer service to internal team members, clients, vendors and users for the various supported Vendor Management Software solutions. Responsible for addressing and communicating ongoing issues through the appropriate escalation process and providing timely feedback and responses to the end users. Responsible for case review, entry and maintenance through the use of VMS technology. The CA and SMO Lead must work with all parties for problem resolution and must provide a professional response and exhibit strong customer service orientation when dealing with all partners. Takes responsibility for supervising the team to ensure work is managed in an efficient, effective and timely manner while meeting/exceeding SLA’s. Works under general supervision.


ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Leads by example, responds and answers tickets, VMS, and email correspondence in a timely manner/according to SLA’s within a service delivery center that provides support to Managed Service Provider (MSP) Programs.
  • Uses working knowledge of various supported Vendor Management Software to troubleshoot issues.
  • Uses standardized situational responses and processes to resolve customer issues for consistency but tailor’s appropriate response based on the situation to ensure the best possible level of service is delivered.
  • Documents and escalates all contacts reported by users following Customer Support standard operating procedure. Resolves escalated customer issues that are not being solved by team or where customer escalates.
  • Maintains and continually increases knowledge of supported software solutions and customer business processes.
  • Maintains thorough and accurate documentation on any end user interactions.
  • Pulls, prepares and checks reports for operational monitoring.
  • Acquires knowledge through issue analysis, testing, and working with higher level support departments and aids in development and sharing of best practices. Makes recommendations to improve efficiencies to drive reduction of repeat calls/emails.
  • Recognizes and gathers relevant information on customer issues/scenarios requiring further solutions. Escalates such issues according to standard escalation process.
  • Monitor/audit and evaluate the case performance of team members and provide them with feedback and coach where necessary in order to achieve/exceed SLA’s.
  • Closely monitor execution of Program teams responsibilities/assigned tasks, ensuring program is achieving/exceeding predetermined company targets and SLA’s.
  • Provide on-going training to team as individual professional and/or business needs dictate. Assists with training of new team members on standards and practices so that required tasks, both existing and future, can be effectively executed.
  • Supports the Program Manager with new hire screening and on-boarding.
  • Assists Program Manager with staff scheduling changes to meet/anticipate business needs and is able to work flexible working hours to meet demands of the client.
  • Meet with Manager on a regular basis to provide feedback but also to receive instruction or action.
  • Interacts and coordinates with the Program Managers and team members frequently to communicate questions and receive updates on current requisition activity. Ensure work related information is circulated to entire team to avoid miscommunication, customer disruption, and/or lapse in customer service.
  • Participates in special projects and performs other duties as assigned.

EDUCATION/EXPERIENCE & OTHER POSITION REQUIREMENTS:

  • High School Diploma; Associate or Bachelor’s Degree preferred but not required.
  • Three (3) or more years of leadership experience or equivalent.
  • Proven experience leading by example, motivating and developing a team through coaching.
  • One (1) to three (3) years’ experience in a contingent staffing and/or procurement environment preferred but not required.
  • Legal background, minimum bachelor’s degree in law preferred
  • At least 1 years of experience in contract administration
  • Have an understanding of contracts relating to sourcing projects and inbound services and be able to work on them.
  • Have an understanding of contracts relating to sourcing projects and inbound services and be able to work on them.
  • Experience in defining service/ product specifications, managing supplier interactions, writing RFx documents, and summarizing RFX responses.
  • Experience in drafting contracts.
  • Excellent comprehension and written/ oral communication skills in English
  • Critical thinking and problem-solving skills – able to make judgments in ambiguous cases
  • Effective time management skills, able to multitask in a fast-paced, high-volume environment
  • High level of issue identification and problem-solving skills
  • Proficient with Microsoft Office products, including Word, Excel, PowerPoint and Outlook.
  • Google Docs experience preferred
  • High levels of customer service and relationship management
  • Experience of working to deadlines in a fast-paced environment with high-volume workload
  • Strong organization and planning skills, ability to manage high volume of work and multiple changing / conflicting priorities.
  • Strong work ethic, mature with positive and can-do attitude.
  • Excellent attention to detail


We are an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.