BPO Vendor Operations Specialist

Company Description

Delivery Hero is present in 70+ countries across four continents and is on a mission to deliver anything, straight to customers’ doors. The company started as a food delivery service in 2011 and today runs its own delivery platform on four continents. As a part of its Global Tech Hub strategy, Delivery Hero centralized its product and technology teams and officially launched the 4th Tech Hub in Türkiye in 2022. Created in Türkiye with a view to serving the platforms operating within Delivery Hero, the Delivery Hero Tech Hub is among the largest technology hubs operating within Delivery Hero.

Job Description

This role is responsible for leading vendor governance audits, standardizing processes, handling escalations, and managing strategic vendor relationships. This role is essential for ensuring vendors meet performance and quality standards, optimizing operational workflows, and aligning with strategic objectives.

The ideal candidate will possess extensive expertise in cross-functional vendor management, with the capacity to delegate complex vendor governance tasks and formulate strategy.

Principal Responsibilities

Vendor Performance Management

• Monitor outsourced vendors' performance against SLAs and KPIs for both service and operational metrics.
• Conduct comprehensive performance reviews and trend analyses to identify risks, deficiencies, and areas for enhancement.
• Develop and implement corrective action plans for underperforming vendors, ensuring thorough root cause analysis and effective follow-up.
• Ensure vendors adhere to all contractual obligations and maintain a consistent, superior service standard.  

Vendor Operations Oversight

• Lead vendor governance audits and standardize processes across all vendor operations.
• Handle escalations and manage strategic vendor relationships.
• Drive performance on critical operational KPIs, including service quality, efficiency, and compliance.
• Serve as a subject matter expert and the primary point of escalation for vendors regarding operational process issues.  

Collaboration & Reporting

• Establish and maintain strong, collaborative relationships with vendors and internal stakeholders (e.g., Commercial, Strategy, Product, Quality).
• Conduct regular performance synchronization meetings and business reviews with key vendor representatives.
• Provide detailed performance reports, in-depth analyses, and data-driven insights to stakeholders.
• Lead continuous improvement initiatives with vendors to optimize workflows, automation, and cost-effectiveness.

Additional Information

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