Senior Manager - VMO and Contact Centre

Position Name - Senior Manager - VMO and Contact Centre

Role Reports to - Deputy General Manager

Brief Role Description - The Senior Manager – Service Vendor Management Office is responsible for leading the strategic and operational management of third-party service providers. Vendors rendering services like Call/Contact Center operations, IT, Talent Acquisition, Legal, Admin, Publicity etc. This role ensures that vendor relationships are aligned with business goals, deliver optimal value, and comply with contractual, financial, and performance standards. The role involves collaboration across procurement, legal, finance, and service delivery teams to drive vendor performance, innovation, and risk mitigation.

Roles & Responsibilities

Vendor Management Office (VMO)

Expertise in Service Vendor Management: Act as a subject matter expert in vendor governance, with deep understanding of omnichannel implementations, TRAI and DLT regulatory norms.

Automotive Domain Knowledge: Well-versed in sales, service, and complaint management frameworks across all Lines of Business (LoBs) in the automotive sector.

Policy & Compliance Adherence: Ensure TML policies and procedures are followed by TMGSL, third-party vendors, clients, and stakeholders throughout the vendor lifecycle.

End-to-End Vendor Lifecycle Management: Manage the complete vendor lifecycle including RFI, RFP, RFQ processes, on-boarding, vendor code creation, budgeting, provisioning, PO creation/release, invoice processing, and payment release.

Vendor Performance & Risk Management: Monitor vendor performance, manage escalations, and assess risks during transitions. Recommend alternate service models with pros and cons.

Strategic Vendor Selection & Benchmarking: Evaluate multi-vendor solutions, conduct benchmarking studies, and recommend optimal vendor models aligned with TML norms.

Cross-Functional Coordination & Governance: Collaborate with stakeholders and cross-functional teams to ensure timely service delivery, with regular reviews and governance mechanisms.

Contract & Commercial Management: Maintain up-to-date contracts, standardize commercial and contract management frameworks, and drive value through structured vendor commercial oversight.

Operational & Financial Oversight: Manage vendor budgets, cost optimization initiatives, and financial forecasting. Ensure timely invoicing, payment processing, and financial reconciliation. Handle budgeting, provisioning, issue PO and PO amendments, billing input validation, invoice validation, on time payment, vendor account reconciliation, and monthly commercial reporting, Vendor, GL & Cost Center level variance Analysis, monthly MIS etc..

Regulatory & Digital Compliance: Possess working knowledge of DT & IDT, accounting, telecom and digital norms relevant to vendor operations and compliance. Identify and mitigate risks associated with vendor operations, including cybersecurity, data privacy, and regulatory compliance. Build and maintain strong relationships with key vendor stakeholders. Act as an escalation point for vendor-related issues and disputes

Customer-Facing Vendor Oversight: Recommend vendor models for customer, employee, and dealer-facing processes, ensuring service excellence and compliance.

Stakeholder Engagement & Reporting: Maintain a risk database, communicate with internal departments, and provide consistent reporting to senior leadership and the board.

Workforce & Operation Management

Staffing Analysis & Planning: Conduct regular assessments of staffing needs for the Contact Center based on forecasted volumes, ensuring alignment with seat/transaction-based billing models and SLA-driven agreements.

Stakeholder & Vendor Query Resolution: Address and resolve queries from internal teams, external customers, stakeholders, and vendors efficiently, maintaining high service standards.

Operational Reporting & Business Insights: Develop and present comprehensive MIS reports, dashboards, and business analysis documents to support data-driven decision-making.

SLA & KPI Compliance Support: Collaborate with business units and vendors to ensure adherence to agreed SLAs and KPIs, proactively resolving issues and concerns.

Capacity Planning & Forecasting: Facilitate accurate forecasting and capacity planning for Contact Center and Shared Services, engaging both business and vendor stakeholders.

Escalation Management: Manage escalations effectively to ensure timely resolution and maintain operational continuity.

MIS & Reporting

Operational Metrics Monitoring: Track and control key performance indicators such as Headcount, Attrition, Capacity, Absenteeism, Login Hours, Productivity, Utilization, and Schedule Adherence through structured reporting.

Productive Time Management: Monitor and report on productive time usage to enhance efficiency and ensure SLA compliance.

Dashboard Generation: Create and publish daily, weekly, and monthly dashboards including agent utilization, productivity metrics, and capacity (planned vs. actual).

Data Analysis & Insights: Analyze data from reports and dashboards to identify trends, highlight findings, and recommend actionable steps for productivity improvement and cost optimization.

Billing Data Validation: Collate and maintain accurate input data to validate monthly billing from vendors, ensuring alignment with contractual terms.

Budget vs. Spend Tracking: Monitor budget utilization at vendor and business unit levels to control costs and optimize financial performance.

SMS Usage & Benefit Analysis: Review operational reports to assess SMS campaign effectiveness, comparing budgeted vs. actual usage, and evaluating promotional impact across LoBs and regions.

Presentation Development: Prepare PowerPoint presentations based on defined KPIs and commercial dashboards for monthly reviews with TML Business Owners, Vendors, and TMLBSL Management.

People Management :

Issue Resolution & Stakeholder Engagement: Proactively address and resolve concerns, issues, and escalations raised by internal and external customers, stakeholders, and vendors across key functional areas including VMO, Workforce & Operations, MIS & Reporting, and others as applicable.

Ownership & Accountability: Demonstrate a strong sense of ownership and a “Can Do” attitude, ensuring timely and effective execution of assigned responsibilities with commitment to excellence.

Teamwork & Communication

Self-Development & Learning: Take ownership of personal learning and development, actively seeking guidance and feedback from team leaders and managers to enhance performance and capabilities.

Customer-Centric Collaboration: Foster a customer-focused and partnership-driven approach to build strong, collaborative relationships across internal teams and working groups.

Effective Cross-Group Communication: Ensure clear and consistent communication across the TML Group, including TMGSL and associated working groups, to support alignment and operational efficiency.

Process / Function Expertise

• Specialized in Contact Center, BPO, Shared Services, and Telecom operations.
• Skilled in forecasting, capacity planning, and workforce performance monitoring.
• Experienced in vendor management across Call Center, IT, Legal, and Recruitment domains.
• Proficient in vendor sourcing, RFx processes, and contracting.
• Responsible for vendor operations, issue resolution, and escalation handling.

Lead vendor governance, performance reviews, and compliance tracking.

Skills & Competencies

10+ years of experience in Service vendor management, service delivery, or procurement in a large enterprise environment/Shared Services.

Advanced proficiency in MS Office (Excel, Word, PowerPoint, Outlook).

Graduate/Postgraduate in any discipline.