Contract Manager

About the role:

The Contract Management function is responsible for all aspects of Supplier Contract Management, creation, update, and development of contractual documents and correct execution of the agreements, including the escalation of any contract violations with the support of both Purchasing and Legal departments. This service will be carried out under the supervision of the Global Customer Care Contract Manager. This role will also interact with other entities (mainly from the Client’s group, but also external companies) requiring Customer Care services, to understand and document their needs with the aim of getting those services implemented within the scope of the selected Global Customer Care Suppliers.

Interactions: interface directly with the Client’s Senior Customer Care Operations Staff, Customer Care regional divisions, Client’s Corporate Finance, Legal, Purchasing departments, and other legal entities of the Client Group.

Key Tasks:

• Lead the process, on behalf of the business, of exploring the selection of available suppliers and deciding which offers the optimal cost and quality for the company (RFI / RFQ). Maintain a positive relationship with each supplier and utilizing the expertise of other purchasing professionals to research, analyze and monitor suppliers and their products.
• Support to explore expansion across new business lines
• Work alongside procurement colleagues to assist with and understand any current requests for information (RFIs), requests for quotations (RFQs), and requests for proposals (RFPs).
• Provide product and service purchasing guidance for the department. Evaluating a potential provider's reputation, resources, and expertise as well as helping with negotiations and contracts
• Ensure that services purchased support the company's business objectives and that supplier’s performance meets expectations whilst keeping aware of company policy for how to deal with suppliers, as well as with legal and contractual best practices
• Ensure that all new services and changes to the existing scope are documented through the change control process and fully signed off.
• Act as a point of contact for Senior Leadership, team members, and suppliers for contract content and provide guidance and support during any contractual queries or disputes.
• Work with all teams (security, compliance, audit, HR, accounts payable, and so on) to ensure that suppliers are performing in accordance with existing requirements and regulatory obligations.
• Support Customer Care regional divisions to take appropriate action to correct failed activities, functions, and processes, enforcing, if necessary, the contractually stipulated escalation mechanism in case of poor performance or other deviation from the contract damaging Client or their reputation.
• Ensure enterprise-wide needs for due diligence, risk assessment, and continued supplier monitoring are accomplished.
• Build and manage relationships with suppliers who provide Agents and Agent Services to the organization ensuring that suppliers meet or exceed their contractual obligations.
• Identify improvement areas internally as well as perform closely with all internal stakeholders to prepare solutions.
• Contribute to service review meetings to ensure delivery against objectives and contract budgets. Support the development of reports on service milestones bonus/malus, execution, and risk, and inform internal customers, suppliers, and management of activities and progress through regular written and verbal communication.
• Actively participate in negotiations with internal Customer Care members, Client stakeholders, and other legal entities of the Client, suppliers, or potential suppliers, to ensure alignment to global contract and standardization prevail when possible.
• Responsible for contractual documents stored in the appropriate database, as well as documentation and signature of any changes in scope or modification to the contract terms, according to the Client records management policy.

Minimum Skillset:

• 5+ years of applicable work experience in a similar role is required.
• Bachelor’s degree or equivalent
• Math and decision-making skills are essential for selecting suppliers that best fit the company's needs.
• Broad business background and management experience in Contact Centre Management and/or experience in related purchasing, supply chain, or another business field.
• Very strong in negotiating and managing contracts in one or more business categories.
• Experience working with all key departments (security, compliance, finance, AP, legal and procurement, etc.).
• Solid process management skills, with the ability to handle multiple suppliers and multiple contracts, as well as a wide range of tasks.
• Good relationship and interpersonal skills to be applied in working with suppliers across the entire contract life cycle.
• The ability to communicate with users and business leaders to understand requirements, expectations, and value measures.
• Excellent English language skills

Advanced/Complementary skills:

• Strong background working in contact center-appropriate roles such as supplier relationship management, performance management, and/or contract compliance.
• Ability to deal with ambiguity and manage change and cross-culture personalities and interactions.
• Due to the worldwide scope of the role, some flexibility is required to be able to participate in meetings where interlocutors are in very different time zones.

You will get:

• Competitive remuneration package
• Performance-based bonuses
• Referral bonus program
• 25 days annual paid leave
• Additional health insurance (outpatient & hospital medical care, dental care, coverage of dioptric glasses, and more)
• Free Psychological Counselling via Green Line and on the spot
• Newborn or newly adopted child bonus
• Food vouchers - 150 BGN/month
• Upskilling & reskilling training programs and e-learning hub
• Recognition awards
• Sports cards (partially covered by the employer) and company sports initiatives
• Special company discounts
• Various social and charity initiatives