Service Delivery Executive

3 weeks ago

Singapore STARHUB LTD. Full time
Roles & Responsibilities

Job Title: Service Delivery ExecutiveJob Purpose

This role is responsible for managing and supporting external vendor operation relations and performance.

Responsibilities
  • Perform as functional bridge and coordinate all vendor management tasks amongst external vendors and internal stakeholders.
  • Monitor and review vendors performance to enhance customer experience. Example, daily meeting with vendors to review results and work on improvement plan.
  • Create regular or ad-hoc reporting based on business requirements. Keep track of resolution, action plans and status update.
  • Overall in charge of vendors daily operation and manage vendor relations.
  • Review existing processes and work with process team and vendors to enhance processes for better customer experience.
  • Identify and enhance efficiencies to improve on the operations and customer’s experience such as reporting and evaluation.
  • Customer handling and perform service recovery when required.
  • Participate to formulate workflow processes, methods and policies for vendors.
  • Station onsite to help vendors in the event ad-hoc or urgent matter and point of contact for vendors.
  • Validate the vendors KPIs and appeal claims.
  • Manage email correspondence between stakeholders.
  • Conduct interview and perform audit on the calls by technicians.
  • Analyze and use data to create strategic values to support the company’s overall business strategy.
Requirements
  • 3-5 relevant years of experience in vendor management.
  • Microsoft Excel and PowerPoint knowledge is essential (Tableau or Power BI knowledge will be an added advantage).
  • Good communication and interpersonal skills.
  • Alert and meticulous with an eye for details.
  • Ability to comprehend and gather information pertinent to the job such as new procedures and special promotions.
  • Ability to work with all levels including technicians/contractors and customers.
  • Ability to work in a fast-paced environment and in accordance to established guidelines, procedures and performance standards.
  • Excellent decision-making skills, team player and customer oriented.
  • Ability to work on shift, weekend and Public Holidays as and when required.

Tell employers what skills you have

Tableau
Microsoft Excel
Customer Experience
Interpersonal Skills
Team Spirit
Service Recovery
Business Strategy
PowerPoint
Vendor Management
Customer Oriented
Vendor Relations
Bridge
Power BI
Audit
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