Operations & Vendor Management Executive

Job Title Executive / Sr. Executive – Operations & Vendor Management (Loyalty & Rewards) Location - Noida Experience - 1–3 Years 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 teams including Product, Finance, Customer Support, Procurement, and Compliance. • 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. Qualifications • Graduate in Business Administration, Commerce, Economics, or related field. • 1–3 years of experience in Operations, Vendor Management, E-commerce, Loyalty, Rewards, or Customer Service domains. 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.