Vendor Management Lead - Philippines & BPO Partnerships

Grab; Pasig; On-site; PHP 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex

Parental Leave

Birthday Leave

LASA volunteering leave

Grabber Assistance Programme

FlexWork hours

Job summary

Grab is seeking a Vendor Manager for Grab Support in the Philippines to lead vendor partnerships, drive performance against SLAs, and optimize costs while aligning with business goals for a scalable support operation.

You will manage BPOs and external vendors, govern contracts and budgets, and collaborate with Service Delivery, Finance, and Operations to deliver resilient processes, risk controls, and continuous improvement across the Grab journey.

Qualifications

• 10 years of vendor management experience
• Ability to negotiate contracts with multiple suppliers
• Ability to analyze performance data and hold vendors accountable
• Experience in a BPO or contact center is a strong plus

Responsibilities

• Be the point of escalation for BPO Partners / Outsourcers providing contact center and intake services for Grab Support in the Philippines. external vendors and internal vendor operations teams
• Review daily, weekly BPO Partners performance against OKRs , both primary and secondary and works with Service Delivery Vertical Head to solve performance gaps . Conduct regular performance reviews and audits to ensure compliance with service level agreements (SLAs) and quality standards.
• Manage compliance to vendor contracts, pricing, and budgets.
• Ensures the accuracy of all invoices and reconciles it with Workforce, Operations , Data & Insights and Service Excellence.
• Identify opportunities for vendor-driven process improvements and cost optimization.
• Manages/ Plans and governs any new projects/ initiatives and volume migration from IH to BPO and vice versa.
• Co-shapes and provides inputs to the Vendor Network Strategy.
• Collaborate with vendor partners.
• Leads the overall BCP, rapid response, ticket management governance of Grab Support (both IH and BPO)

Skills

Vendor management

Contract negotiation

Performance analysis

BPO experience

Job description

Grab is seeking a Vendor Manager for Grab Support in the Philippines to lead vendor partnerships, drive performance against SLAs, and optimize costs while aligning with business goals for a scalable support operation.

You will manage BPOs and external vendors, govern contracts and budgets, and collaborate with Service Delivery, Finance, and Operations to deliver resilient processes, risk controls, and continuous improvement across the Grab journey.