Senior Manager - VMO and Contact Centre

Position Name - Senior Manager - VMO and Contact Centre Role Reports to - Deputy General Manager Brief Role Description - The Senior Manager – Service Vendor Management Office is responsible for leading the strategic and operational management of third-party service providers. Vendors rendering services like Call/Contact Center operations, IT, Talent Acquisition, Legal, Admin, Publicity etc. This role ensures that vendor relationships are aligned with business goals, deliver optimal value, and comply with contractual, financial, and performance standards. The role involves collaboration across procurement, legal, finance, and service delivery teams to drive vendor performance, innovation, and risk mitigation. Roles & Responsibilities Vendor Management Office (VMO) Expertise in Service Vendor Management: Act as a subject matter expert in vendor governance, with deep understanding of omnichannel implementations, TRAI and DLT regulatory norms. Automotive Domain Knowledge: Well-versed in sales, service, and complaint management frameworks across all Lines of Business (LoBs) in the automotive sector. Policy & Compliance Adherence: Ensure TML policies and procedures are followed by TMGSL, third-party vendors, clients, and stakeholders throughout the vendor lifecycle. End-to-End Vendor Lifecycle Management: Manage the complete vendor lifecycle including RFI, RFP, RFQ processes, on-boarding, vendor code creation, budgeting, provisioning, PO creation/release, invoice processing, and

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