Manager, Country Vendor Management

Get to Know the Team

The Grab Support (GS) PH team values collaboration and a customer-centric approach in delivering world-class experience to our consumers and partners. Our focus is on continuous improvement, driven by a commitment to business process optimization, digital innovation, and strategic vendor management. We are responsible for ensuring our operations are efficient, scalable, and resilient, empowering our support agents to deliver exceptional experiences in every Grab journey.

Get to Know the Role

As the Vendor Manager, you will manage the management of our vendor partnerships in the country. You will ensure vendors meet and exceed performance expectations, foster strong relationships, and drive strategic collaboration to support our business objectives.

The Critical Tasks You Will Perform

• Be the point of escalation for BPO Partners / Outsourcers providing contact center and intake services for Grab Support in the Philippines. external vendors and internal vendor operations teams
• Review daily, weekly BPO Partners performance against OKRs , both primary and secondary and works with Service Delivery Vertical Head to solve performance gaps . Conduct regular performance reviews and audits to ensure compliance with service level agreements (SLAs) and quality standards.
• Manage compliance to vendor contracts, pricing, and budgets.
• Ensures the accuracy of all invoices and reconciles it with Workforce, Operations , Data & Insights and Service Excellence.
• Identify opportunities for vendor-driven process improvements and cost optimization.
• Manages/ Plans and governs any new projects/ initiatives and volume migration from IH to BPO and vice versa.
• Co-shapes and provides inputs to the Vendor Network Strategy.
• Collaborate with vendor partners.
• Leads the overall BCP, rapid response, ticket management governance of Grab Support (both IH and BPO)

Function: Customer Service
Experience Level: Mid-Senior Level