Rini Janet Israel
Vendor Manager
Hyderabad
Summary
Strategic and people-driven Vendor & Account Management Leader with over a decade of experience managing large-scale operations, leading global vendor teams, and executing business transformation projects across India and the UAE. Skilled in project management, team development, and process excellence, with a proven record of reducing costs, improving quality, and strengthening customer experience. Known for balancing operational discipline with empathetic leadership — driving performance through purpose, clarity, and collaboration.
Knowledgeable senior with solid background in managing vendor relationships and optimizing procurement processes. Successfully negotiated beneficial contracts and ensured timely delivery of goods and services. Demonstrated problem-solving skills and ability to foster strong collaborative relationships.
Overview
12
12
years of professional experience
3
3
Certifications
Work History
Vendor Manager Asia Pacific Global Outsourcing – Customer Service
Amazon Development Centre India Pvt. Ltd
- Managing 2 Sites PNQ and TER, responsible for Managing the vendor sites end to end
- Work on reducing TCPC total cost per contact.
- Implementation of AC3 (Customer Service Tool Internal to Amazon) Maintaining technical documentation, manuals, and reports.
- Act as a bridge between technical teams and non-technical stakeholders
- Coordinating between technical teams and stakeholders. Tracking project timelines, milestones, and deliverables. Preparing 1 pager for status updates.
- Support testing, validation, and implementation of technical solutions
- Review contacts and identify opportunities to improve self-help channels
- Managing site metrics and hygiene metrics. Ensuring technical deliverables meet required quality standards.
- Effectively manage and deliver all aspects of customer service operations with a high level of customer obsession
- Preparing OP2 goals, long term planning and short-term planning of volumes
- Head count planning and approving based on requirements, Partner with capacity planning to develop innovative solutions for interval planning and skill management
- Drive continuous improvement through metrics, automation, and process optimization
- Assess risks, anticipate bottlenecks, provide escalation management, make tradeoff
- Drive Global alignment of Amazon post-return customer experience and concessions strategy, working with world-wide program and product teams on execution, and goal line reporting.
- Concession rate: helped to solve concerns the customer concerns without impacting scores, creation of SOP for permitted cases and zero down escape hatch (Incorrect Reasons) identified opportunities to reduce Fresh order concessions and Amazon Global orders, worked backwards with sellers for shipping related queries, defective ASINs etc. Concession rate is consistently below 5% for the sites
- AC3 implementation: helped with the implementation of AC3, coordinated between technical teams and stakeholders, tracked project timelines milestones and deliverables. Provided basic technical assistance to team (external to Amazon). Helped troubleshoot system, software and process issues. Escalated complex technical problems to appropriate team. AC3 implemented successfully for 2 sites PNQ and TER.
- Trained team members on best practices in vendor management, fostering a culture of continuous learning within the department.
- Implemented continuous improvement initiatives within the vendor management function, driving operational excellence throughout the organization.
- Championed vendor management best practices across the organization, promoting a culture of collaboration between internal teams and external partners for mutual success.
- Fostered innovation by collaborating with vendors on product development projects.
- Achieved cost savings through skillful negotiation tactics during contract renewals or termination discussions with underperforming vendors.
- Conducted quarterly reviews with vendors to assess performance against contracts and identify improvement areas.
- Enhanced team decision-making with comprehensive vendor performance reports and analysis.
- Developed and executed training programs for new vendor management software, enhancing team productivity.
- Improved vendor relationships with consistent communication and performance feedback.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
Operations Manager – Payment Risk Operation
Amazon Development Centre India Pvt. Ltd
- Have been able to consistently lead the teams to meet quality & productivity goals
- Collaborated closely with the leadership, programming strategizing on team goals and improvement
- Lead a team of Managers, prioritizing strategic initiatives and provide escalation support as needed.
- Managed end to end goal setting for the team to align with organizational goals
- Implemented and iterated data, processes, mechanisms and guardrails to improve the customer experience
- Worked on IN RTS -Return to Sender where fraudulent transactions reported by the bank are being investigated and feedback is provided to the bank and the legal team. Created schedule SLA (service level agreements) is met. At a YTD have been able to intercept fraud orders worth INR 8.98 Crore
- Drive impact by reducing customer effort, improving operations effectiveness, increased efficiency to create positive outcomes.
- Worked as .IN/ India market place process owner, worked on identifying the SOP gaps & thrived for process improvement.
- Worked as a Regional Point of contact for one of the key metrics-created a cadence with the highest defect contributors introduced proactive audits and strategized with the managers, worked on defect reduction. Ensured goal is met 123% and is in highest positive variance
- Driven highly cross-functional projects collaborating with the global teams. Worked with IN Business Development team, Operations, Programming and Product teams to reduce contribution of defects towards Amazon Pay balance on android & IOS systems, worked on increasing detection, effective mitigation and proactive remediation leading to a resolution which helped in launching 2 new metrics for India market plac
- Manage priority incidents and drive operational improvement to mitigate the future risks, worked closely with the team to identify the defect contributors, coach them on the defects and improve their performance
- As regional Point of contact worked on collating the data for Monthly, Quarterly and yearly OLR’s (Organization Level Review), identified BQ (Bottom Quartile) investigators, ensured they are monitored, coached & provided additional support.
- Worked with the workflow team for upskilling on India market place for 3 peak seasons consecutively.
- Have coached and developed the best where Investigators got promoted to subject matter experts.
- Deliver Key Performance Indicators such as service levels, customer satisfaction in a fast-paced and complex environment across multiple disciplines and time zones. Maintain infrastructure, drive efficiency.
- Worked on feedback mechanism i.e. identify the miss’s week on week deliver feedback, followed up by sessions and Process Knowledge Test so learning is intact and protecting the safety of the customer
- EN HRR Defect reduction at HYD (Regional level) worked with leadership team to drive defect reduction & HRR is Best in Network goal is met at 123%with highest positive variance year to date
- HRR (Variance Reduction) worked on reducing the count of hold actions & minimizing the variance between each quartile, we focused on 40% of BQ investigators meeting goals & Path to green policy created for those not meeting goals i.e. 15%
- GACD deprecation – worked with leadership to identify the challenges in deprecation and implemented soft phone policy with the help of programming team.
- BRI Defect contribution towards APAY (Amazon Pay -Android & IOS systems) –Strategize and build an operational workflow to meet the demands of the customers by identifying the root cause for defects, any SOP gaps, bridge the knowledge gap through training, sending out flyers, weekly connects with stake holders which lead to introduction of 2 new metrics for IN market place i.e. MAR & MFR in quarter -2
- Recognition/ Awards: Manager of the month 3 months in a row, IN market place has been Best in Network globally, Received appreciation for HRR-VR from Stakeholders
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Increased profit by streamlining operations.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
Operations Manager
THE PAVILION FOOD PROCESSING LLC.
02.2018 - 11.2019
- Oversaw daily office operations for staff of 125 employees.
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of office personnel and activities.
- Checking, Approving, Verifying of import and export documents.
- Gather information for key accounts or project & prepare leadership presentations
- Manage service design for a complex workflow, ensuring the needs of both product and sales teams are met. Iterate on service design and ensure consistency. Lead vendor selection, forecasting, and resource and budget planning for vendor operations.
- Manage key accounts, handle pain points and develop strategies to satisfy the customer
- Managed executive calendar and coordinated weekly project team meetings.
- Oversaw inventory activities, including ordering and requisitions, stocking, and shipment receiving.
- Analysis of moving products, checking market information through assessment forms
- Communicated objectives across all divisions through regular correspondence and scheduled follow-up.
- Created company's first employee manual- including training and development.
- Finance & Internal Audit related functions: Reduced overhead by taking on more responsibility with administrative projects.
- Extracting ERP reports & Analysis
- Supported CFO through personal document management, calendar organization and collateral preparation for meetings.
- Created detailed expense reports and requests for expenditures, preparation of budgets for Exports, Imports, Administration, Logistics
- Checking of all the clauses/contents of Import LC issuance & LC amendment
- Checking trade related loans Buyer’s & Suppliers Credit
- Preparation of Process charts
- Worked with Auditors both Internal & External to improve overall efficiency of the accounts & cost related subjects.
- Developed and implemented strategies to maximize customer satisfaction.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Operations Executive
Magenta LLC
10.2013 - 12.2017
- Communicated with management to develop strategic operation goals.
- Developed policies and procedures for operational processes to ensure compliance with standards and regulations.
- Worked with support teams to resolve issues with product, service or accounting areas.
- Day-to-Day production process in scrutinizing Export / Import documents
- Worked with suppliers to outline improvement strategies like Just in time shipments
- Initiated rollout of new enterprise software solution for reporting.
- Strengthened company's business by leading implementation of ERP.
- Maintained comprehensive knowledge of Supplies to better serve customers and meet demanding sales objectives.
- Keeping track of Key clients & communicating of New Product Developments.
- Preparing sales pitch & presentations for key clients.
- Set project timelines and kept teams on task to complete milestones according to schedule.
- Negotiated and finalized contracts with new and existing suppliers.
- Projects Handled: Epicore- Erp implementation and Worked on Netsuite
- Clients & Suppliers Handled: Norway: Seaborn, Salmar, Dubai: Ekfc (Emirates Flight Catering)– Dubai
Education
High School Diploma -
Crown High School
Hyderabad, Telangana01-2006
B.com - Foreign Trade, Computers
St Ann's College for Women
Hyderabad, Telangana01-2011
PMP Certification - undefined
Dubai Learning Initiative Institute
Digital Marketing certification - undefined
IIM Kashipur
Skills
People Leadership & Coaching
Project Management
Vendor & Partner Strategy
Operational Excellence
Cost Optimization
Cross-Functional Collaboration
Process Innovation
Data & Performance Analytics
Certification
Supply chain management certificate
Recognition Awards
- Manager of the month 3 months in a row
- IN market place has been Best in Network globally
- Received appreciation for HRR-VR from Stakeholders
Timeline
Operations Manager
THE PAVILION FOOD PROCESSING LLC.
02.2018 - 11.2019
Operations Executive
Magenta LLC
10.2013 - 12.2017
B.com - Foreign Trade, Computers
St Ann's College for Women
PMP Certification - undefined
Dubai Learning Initiative Institute
Digital Marketing certification - undefined
IIM Kashipur
Vendor Manager Asia Pacific Global Outsourcing – Customer Service
Amazon Development Centre India Pvt. Ltd
Operations Manager – Payment Risk Operation
Amazon Development Centre India Pvt. Ltd
High School Diploma -
Crown High School