Manager Vendor & Performance

Job Overview

The Manager Vendor & Performance acts as the key liaison between Etihad and its service providers, both local and outsourced, ensuring vendor standards are upheld and business continuity is maintained. In this capacity, the manager oversees vendor performance and serves as the central communication point between all involved parties.

Key Responsibilities

• Act as the official Etihad representative to facilitate communication with entities involved in service provision.
• Ensure adherence to financial and performance targets based on the budget and Etihad’s business standards.
• Monitor the comprehensive performance of vendor services performance consistently.
• Manage the day-to-day deliverables related to one or multiple operational units.
• Plan strategically and execute initiatives aimed at boosting profitability, productivity, and operational efficiency.
• Empower vendors to consistently meet and exceed their key performance indicators (KPIs).
• Prepare and review financial and operational analyses and reports on daily, weekly, and monthly schedules.
• Participate annually in monthly and quarterly performance and strategy meetings.
• Identify opportunities for process improvements, authorize actions when possible, or escalate issues to higher management.
• Contribute to creating and enforcing company policies and procedures aligned with organizational standards.
• Ensure full compliance with all Etihad corporate policies including Security, HR, and Operations; promptly report any violations to proper management.
• Conduct floor audits regularly to monitor and enhance operational efficiency and procedural adherence.
• Maintain open communication with the core operations team to keep them updated on vendor performance and customer or agent feedback.

Required Qualifications and Experience

• University degree holder.
• Minimum of 3 years' management experience within inbound/outbound Contact Centers.
• Background in customer service.
• Experience in the travel industry is essential.
• Possession of a Six Sigma Green Belt certification; Black Belt certification is considered an advantage.
• Proven expertise as a COPC implementation leader.

Additional Information

Etihad Airways stands as the United Arab Emirates’ national airline with a vision to innovate and lead future global aviation solutions. Operating from Abu Dhabi, Etihad connects diverse cultures and people worldwide while advancing its "Journey 2030" plan to double its fleet size, expand its network, and enhance workforce capabilities for exceptional service delivery.

Recruitment Fraud Notice: Candidates are advised to beware of fraudulent job offers falsely claiming affiliation with Etihad. The company will never ask for personal information, bank details, or payments during recruitment. Official interviews are conducted face-to-face or through video or telephone calls prior to any offer. Requests for money should be considered fraudulent and reported accordingly.