Channel Helpdesk

Description

A. Vendor Management
The role is responsible for overseeing end-to-end vendor operations to ensure high-quality service delivery across technical, non-technical, and user access support. This includes managing vendor performance, ensuring compliance with SLAs and KPIs, and monitoring service quality across all assigned verticals. The position conducts regular performance reviews, cascades processes and program updates, and drives operational improvements to enhance efficiency. It also ensures proper issue escalation, aligns with Business Partners on critical concerns, and recommends action plans for resolution. The role supports recovery efforts to address customer satisfaction drivers, including actions related to criminal survey ratings, and works closely with vendor teams to uplift help desk support and services.


B. Leadership and People Management
This role provides leadership and direction to the vendor operations team, driving perfor...