Consultant Program - MSP Operations

The Adecco Group; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

The Adecco Group in Bengaluru, India, is seeking a Program Consultant for MSP Operations. You will provide front-line customer service to internal users, clients, and vendors for Vendor Management Software solutions, and communicate issues through escalation processes.

You will support data analysis, audits, and compliance, manage supplier scorecards, and prepare decks while maintaining SLA adherence and contributing to process improvements within the Center of Excellence.

Qualifications

• Audit and compliance & risk management experience
• Data analysis and reporting
• Supplier engagement and scorecard management
• Preparation of decks and management of extensions using Excel and PowerPoint

Responsibilities

• Front-line customer service to internal team members, clients, vendors and users for Vendor Management Software solutions.
• Communicate ongoing issues through escalation processes and provide timely feedback and responses to end users.
• Requisition review and entry/maintenance using VMS technology and CM system.
• Respond to tickets and inquiries (general requests, invoicing, timesheets, visa letters, reporting).
• Furlough tracking and exception approval process.
• Reminders for missing timesheets and assignments ending in 90 days.
• Create visa letters for time & materials contractors.
• Pre-ID/payroll request management.
• Answer inbound calls, tickets, and emails per SLA.
• Troubleshoot issues using supported VMS software.
• Escalate issues per standard process and propose efficiency improvements.
• Meet contracted SLAs and suggest process improvements to Advisory Consultant/Program Manager.
• Document contacts per SOP and maintain records in systems.
• Assist training of peers and maintain knowledge of supported software.

Job description

About the role

EMEA Shift

Program Consultant - MSP Operations front-line customer service to internal team members, clients, vendors and users for the various supported Vendor Management Software solutions. Responsible for communicating ongoing issues through the appropriate escalation process and providing timely feedback and responses to the
end users. The Engagement Coordinator must work with all parties within Center of Excellence for problem resolution and must provide a professional response and exhibit strong customer service orientation when dealing with all external clients. Responsibilities may include requisition review, entry and maintenance using
VMS technology, CM system and other systems as required. Works under general supervision.

What you’ll be doing

• This role covers audit and compliance & risk management, supplier engagement, data analysis, supplier scorecard mgmt, preparation of decks & mgmt of extensions - using excel and PowerPoint.
• Responds to tickets and inquiries including/ but not limited to: general request inquiries, assignment updates/changes, invoicing questions/concerns, timesheet questions/concerns, visa letter requests, reporting requests, conversion fee inquiries, etc.
• Handles furlough tracking and exception approval process.
• Sends reminders for missing timesheets, assignments ending in 90 days, etc.
• Creates visa letters for time & materials contractors.
• Handles pre-ID/payroll request management.
• Responds and answers all inbound telephone calls, ticket requests, and e-mail correspondence in a timely manner/according to SLA’s.
• Uses working knowledge of various supported Vendor Management Software to troubleshoot issues.
• Uses customized and standardized situational responses and processes to resolve customer issues.
• Recognizes and gathers relevant information on customer issues/scenarios requiring further solutions.
• Escalates such issues according to standard escalation process.
• Makes recommendations to improve efficiencies where applicable.
• Works to meet all contracted SLA’s and works to improve overall process by recommending improvements to Advisory Consultant and/or Program Manager.
• Documents and escalates all contacts reported by users following Customer Support standard operating procedure.
• Maintains and continually increases knowledge of supported software solutions.
• Assists with training of peers in the standards and practices within the Customer Support organization.
• Creates and maintains electronic records and fields (e.g. customer numbers, cost center numbers) in support of the requisition entry set up.
• Receives and reviews new requisition requests daily using the VMS tool.
• Enters the requisition into the CM system promptly and accurately.

Posting date: 19-07-2026