服务运营&bpo管理.

1. To handle daily communication and management for both global strategic partners and local vendors, and serve as 1st point of contact for issue management locally. To ensure appropriate escalation and collaboration with global vendor management team and stakeholders to measure vendors’ performance and share best practices. To make sure that vendors could provide sufficient level of resource and quality of deliverables by daily communication and risk management for the vendors.
2. Expand the valuable vendor and their service scope to improve the quality and speed of study conduction, and more focus on the TMT industry. 
3. Ensure vendors meet all SOPs, procedures and systems and that appropriate documentation of training is implemented and available for review.
4. Conduct regular meetings with vendors, in collaboration with internal stakeholders, to set goals and assess progress against goals.
5. Seek and measure internal and external stakeholder customer satisfaction with vendors and implement appropriate escalation and resolution as needed. 
6. Review, analyze and report Key Performance Indicators (KPIs) and performance metrics against benchmarks for vendors and their staff.
7. Implement local master service agreements (MSAs) in collaboration with procurement. 
8. Develop tools, processes, instructions aimed to continuously improve vendor management on a local level.

skills and experience required.
1. Experience working with procurement, collaborating with CROs / vendors and experience in vendor management preferable. 
2. Excellent communications skills including the ability to state opinions clearly, ask questions, seek clarification, communicate facts objectively, challenge when appropriate, and pursue issues to resolution.
3. Strong leadership in interacting with multiple internal and external stakeholders 
4. Excellent skill in critical thinking and problem solving
5. Must have excellent interpersonal, written and verbal communication skills, administrative skills and computer ability.
6. Fluent in English. 
7. Moderate travel required.