Operational Responsibilities:
The Service Delivery lead should be able to guide the team and provide support when required on the below detailed activities.
Facilitate Letter of Agency (LOA) with Supplier
Deliver the Letter of Agency to the suppliers.Track and chase suppliers to get written acceptance to the LOA.Use of tools and application to store LOAsProvide LOAs to client in electronic form when required. Coordinate dispatch of hard copy of LOA to client from the front office location.All back office work is expected to be in English.Establish Process and Negotiate with Supplier where client does not have relationship or in a country where client does not perform service today.
· Establish relationships and develop contracts with telecom vendors and Suppliers in the specified countries
· Review contract summary with client and get approvals
· Negotiate with suppliers on rates, if required in the supplier's local language (with the use of a translator if required).
· Use domain expertise and skills in negotiation to ensure that client has the best market competitive benchmark rates.
· Provide documents in local language to the back office team.
· Create contract summaries using standard templates.
· Create new/ updated contracts using existing templates to incorporate changes to terms and conditions.
· Provide contracts to client / front office team in electronic form when required.
· Coordinate dispatch of hard copy of contracts to client from the front office location.
· Update any client systems with new contract rates as applicable.
· Track and chase contracts from the suppliers.
Preparation of Process Interlock Documents ("PIDs")
· Obtain process and operational information from the suppliers (PID documents).
· Update PID information in the specified electronic format
· Track and chase suppliers for pending PID documents
Supplier Performance Management
· Review Supplier management reports provided by back office team and identify gaps in performance as compared to contractual commitments.
· Meet with Suppliers discuss performance.
· Develop performance improvement plans / remedial action plans as required.
Supplier Inventory Management
· Maintaining an accurate inventory of in-service circuits, usage and equipment.
· Support real-time mechanized synchronization with an client inventory management system
· Maintain accurate and up to date inventory of in-service circuits like unique identifiers, technology, speed, suppliers, relevant timestamps, commercial parameters, sites and location, usage, equipment, etc.
· Provide reports as required on inventory as per decided frequency.
Supplier Invoice Validation & Advice to Pay
· Receive monthly invoices (physical / scanned), scan, archive and mail to appropriate location for archiving, tax compliance or value added tax ("VAT") reclaim
· Invoice tracking and management of missing or late invoices, including tracking and resolution of unbilled circuits or elements, and reporting for accrual purposes.
· Management, tracking and reporting of prepaid charges against actual usage.
· Validate monthly Supplier charges (quantities and costs) with expected values and against, but not limited to, expected inventory, historical trends, order activity, contracted rates, identifying any deviations warranting dispute based on business rules agreed upon with client.
· Classification of expenses according to categories
· Record expenses in the appropriate payment currency.
· Generate reports using client provided exchange.
· Provide advice to pay notification to client.
· Provide bill information at a detailed level as specified by client
· Communicate to client any disputes that will be pursued with Supplier.
· Production of regular and on-demand reports as agreed from time to time with client.
· Track Supplier’s performance on multiple performance metrics in the contractual requirements
· Report monthly on Supplier performance against defined metrics.
Invoice Dispute Management
· Discuss and follow up on disputes with suppliers till resolution on billing and contractual issues.
· Conduct negotiations in local language using translator when required. Provide translation to client in English.
· Provide information to front office team to initiate dispute for various categories of disputes.
· Tracking the progress of the dispute.
· Providing dispute resolution reports as required (at least monthly).
· Apply Service level agreement credits to invoice.
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