Customer Relationship Manager jobs in United Arab Emirates

Company Description

Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders, and communities to grow through differentiation, agility, and innovation. We are looking for top talent, and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark at a top company in an exciting & dynamic industry.

Job Description

JOB PURPOSE:

Manager – Vendor Performance Management is responsible for executing the Vendor performance management framework in line with specific sourcing category strategy.

Analyse performance data, contractual adherence, and drive remediation. Ensure governance forums are held and scorecard creation is done.

KEY ACCOUNTABILITIES:

1. Support in executing the SVM Vendor Performance Management Framework (Process & Tools) based on identified KPIs for SVM categories to improve quality, efficiencies, and identify value leakage.
2. Demonstrate understanding of the end-to-end sourcing lifecycle including contract drafting, negotiation, and supplier performance management including third-party stakeholder management.
3. Ensure that SVM sourcing, business team, and Vendor are aware of the implications of the vendor performance management process and associated obligations.
4. Support senior management team to create & publish scorecards.
5. Monitor the upcoming renewal agreements.
6. Identify and streamline the performance reports for the vendors under the scope of VPM.
7. Drive Vendor Performance Management process adherence with the business team and vendor.
8. Coordinate with business and Vendor to conduct governance forums.
9. Supplier Segmentation: Execute Supplier segmentation framework in coordination with the sourcing team.
10. Track and analyse performance reports for the vendors involved in the assigned portfolio in accordance with VPM policies and procedures.
11. Support in driving & tracking remediation and process improvements.

Qualifications:

• English, Arabic desirable.
• 5 years plus demonstrable experience in contracting, supplier relationship, and supplier performance management activity in a multi-vendor, complex global contract landscape.
• Ability to conduct contract analysis including legal terms review.
• Ability to evaluate commercial risk; measure KPIs, metrics, and report the performance maturity.
• Ability to align with business strategy and engage with management and vendor to execute the VPM framework.
• Can operate in a multi-matrix, performance-driven structure, able to lead cross-functional projects.
• Hands-on management style for projects and management of third parties, able to get involved as needed to offer support in group BU operations.
• Strong change agent, with the ability to make things happen, gain traction quickly, and motivated by successful delivery.
• Excellent communicator (verbal and written) and strong negotiator who can effectively manage relationships that are widely dispersed both functionally and geographically.