Synopsis

The Vendor Performance Officer facilitates and maintains relationships between Etihad and service providers (local/outsourced), managing vendor standards. The role is the Etihad point of contact, key to ensuring consistent, seamless customer experiences, and is accountable for business continuity.

Accountabilities

• Act as an Etihad representative, facilitating communication between Etihad entities
• Ensure financial and performance targets are met, in line with budget and Etihad standards
• Monitor overall performance of vendor services and operational units
• Oversee the day-to-day deliverables of one or more unit of operations
• Contribute to strategic planning and execution, providing support to ensure correct FTE for optimum performance, to enhance profitability, productivity, and efficiency
• Empower vendors to consistently achieve KPIs, providing incentives, using feedback to enhance processes
• Contribute to the development of vendor contracts, providing input on vendor requirements
• Collaborate with internal stakeholders to define service level agreements (SLA) with vendors
• Analyse vendor performance to identify trends, issues, and areas of improvement
• Schedule and facilitate regular meetings between vendors and internal stakeholders to discuss findings and agree actions for corrective actions
• Prepare and review financial and/or operational analysis and reports for key stakeholders up to senior level, on a daily/weekly/monthly basis
• Participate in monthly and quarterly meetings with the vendors and Senior Leadership team
• Investigate processes and present improvement measures, signing off actions or escalation
• Develop and implement policies and procedures in line with Etihad corporate policies
• Ensure all Etihad policies and procedures are adhered to including but not limited to, Security, HR, Operations, formally reporting any known infringements
• Conduct regular vendor assessments and audits through spending time on floor, to improve efficiency of operations
• Record and store documents related to performance evaluations and assessments
• Ensure effective communication with the core operations team, to inform on operational performance and feedback
• Manage change for operations, ensuring teams have the correct information and communication
• Ensure training is fit for purpose, inputting and validating content, ensuring vendors are using correctly

Education & Experience

• 3+ years of management experience in an inbound/outbound Contact Center (essential)
• Experience in customer service
• Experience in travel sector
• Six Sigma Green Belt (Black Belt is an advantage)
• COPC implementation leader
• University Graduate

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world’s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.

Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.

To learn more, visit etihad.com

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