Role Overview:

We are seeking a detail-oriented and proactive Operations & Vendor Management Executive to support the day-to-day operations of our Loyalty & Rewards business. The role involves coordinating with vendors, managing reward fulfilment processes, tracking service levels, resolving operational issues, and ensuring a seamless customer experience.

Key Responsibilities:

Operations Management:

• Manage daily operations related to loyalty and rewards programs.
• Monitor reward fulfilment and redemption processes to ensure timely delivery.
• Track and maintain operational dashboards, reports, and MIS.
• Coordinate with internal stakeholders, including Product, Finance, Customer Support, Operations, and Compliance teams, to ensure smooth execution of business processes and timely resolution of operational issues.
• Identify operational gaps and recommend process improvements.
• Ensure adherence to defined SOPs and business processes.
• Support reconciliation and settlement activities with vendors and internal stakeholders.

Vendor Management:

• Act as the primary point of contact for assigned vendors and partners. • Coordinate onboarding of new vendors and reward partners.
• Monitor vendor performance against agreed SLAs and KPIs.
• Follow up on inventory availability, order processing, and fulfilment timelines.
• Resolve vendor-related operational issues and escalations.
• Maintain vendor documentation, contracts, and compliance records.
• Assist in periodic business reviews and performance evaluations of vendors.

Customer & Escalation Management:

• Investigate and resolve customer complaints related to reward fulfilment and service delivery.

• Coordinate with vendors and support teams for timely closure of escalations.
• Ensure high levels of customer satisfaction through effective issue resolution.

Reporting & Analysis:

• Prepare daily, weekly, and monthly operational reports.
• Analyse redemption trends, fulfilment performance, and vendor metrics.
• Support management with data-driven insights and recommendations.

Required Skills:

• Strong communication and stakeholder management skills.
• Good analytical and problem-solving abilities.
• Proficiency in MS Excel (VLOOKUP, Pivot Tables, basic data analysis).
• Ability to manage multiple tasks and meet deadlines.
• Strong attention to detail and process orientation.
• Experience with CRM, ticketing, or vendor management systems is preferred.

Key Performance Indicators (KPIs):

• Vendor SLA adherence.

• Reward fulfilment TAT.

• Escalation resolution time.

• Customer satisfaction metrics.

• Operational accuracy and reconciliation quality.

• Vendor performance scorecards.

• Process compliance and audit readiness.