AppleCare Vendor Manager - APAC
Singapore, Singapore, Singapore
Operations and Supply Chain
The people here at Apple don’t just build products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. AppleCare’s Vendor Manager (VM) has overall responsibility for the operational performance of outsource AppleCare Channel Service Support (CSS) partners of the region. This will liaise regularly with relevant AppleCare internal groups within CSS and the Contact Centre. In addition, the VM will be collaborating with the global CSS Vendor Manager to ensure seamless on boarding of new vendors and contract negotiations in region.
- - Proven experience of vendor management, contracts and negotiation principles.
- - Strong understanding of cost and financial accounting principles.
- - Ability to interpret complex analysis, budgeting data and business information.
- - Six Sigma process training preferred
- - COPC process training preferred
In the role you will create and lead business relationships with our vendor partners to implement support solutions for our customers. The success of our partner performance against defined metrics across multiple sites across APAC will be in your scope. You will communicate and gain agreement on mutual goals and objectives and build awareness and support of the strategic benefits of the alliance. You will maintain a collaborative dialogue with the Business, Partner Operations & Vendor Manager peers to review the effectiveness of the vendor relationship. You will work collaboratively with partners to identify and implement initiatives to improve productivity and quality; engage as a leader to drive root cause analysis problem-solving approach to quality improvement. As the in-country resource for Apple, you will also: - Actively address any business operations issues that affect the vendor’s ability to meet the requirements of the contract. - Perform weekly, monthly and quarterly review meetings comprised of the Apple and vendor teams. - Work closely with the internal sites to ensure that appropriate internal activities are also conducted at vendor locations (i.e. ongoing roundtables, training, inventory audits.) - Review and enforce business operations escalations to and from the vendor. - Provide timely feedback to the appropriate internal groups on Apple programs and procedures that affect the vendor’s ability to meet the requirements of the contract. - Facilitate periodic Business and Executive Reviews. - Periodically lead enterprise-wide Daily / Monthly Operations calls as required by the business. PROCESS & PERFORMANCE IMPROVEMENT: - Analyze business operations data including all service metrics and partner and customer satisfaction surveys to identify actionable trends. - Contribute to determining root causes of operational issues by utilizing a structured process improvement methodology. - Partner with vendor sites to create action plans to effectively address root causes. - Working with Procurement to scale changes, new KPIs, amendments, site openings, closures, program additions or removals FACILITATING EXECUTIVE LEVEL ISSUES AND DISPUTES Build relationships with other internal groups who work with our partners both within AppleCare and beyond PROJECT MANAGEMENT Actively identify and implement business improvement initiatives and projects AD HOC SPECIAL PROJECTS AND PROGRAMS Partner with CSS Readiness team to assist in documenting and sizing any new business processes & requirements coming into the group via AppleCare & CSS projects & initiatives Work closely with internal groups to understand legal, strategic and financial aspects of vendor relationships. Negotiate with internal and external resources for achievements and expected outcomes. FINANCIAL Review vendor forecasts and capacity planning assumptions Review and approve vendor supplemental invoice costs. Continually seek and implement opportunities for business improvement and cost efficiency. Travel Required - 10-30%
Education & Experience
BA/BS Degree in business or related field. Six Sigma process training.