Job Description
Role Responsibilities
•Maintain service level agreements to ensure consistency in intragroup service processes.
•Operate as “first line of defense” for internal clients with respect to Service Providers’ performance
•Engage service providers in respect of resolution of issues where KPIs fall outside expected standards of performance.
•Evolve monthly scorecards in line with business requirements
•Provide monthly KPI scorecard reports for intragroup services, ensuring timely delivery to internal clients.
•Support the Outsourcing Oversight Reporting & Analytics Analyst by resolving technical issues with reporting tools.
•Respond to audit and regulatory requests by maintaining up-to-date SLAs and scorecard reports.
•Collaborate with the Vendor Management Office to oversee the third-party lifecycle, from onboarding to ongoing monitoring and termination.
•Develop strong relationships with internal and external stakeholders, acting as a Subject Matter Expert (SME) for the outsourcing oversight framework.
•Leverage knowledge of procedural governance and change management to support organizational changes.
•Provide intragroup outsourcing training and education for stakeholders.
Role Requirements
•5+ years of experience in business or industry roles, with at least 3 years in a management position.
•Postgraduate degree preferred.
•In-depth knowledge of financial services, regulatory compliance, and third-party management. Experience in Operational Resilience, Financial Crime, Change Management, or Audit/Risk Management is an advantage.
•Proven track record in driving process improvement and operational efficiencies while ensuring high levels of stakeholder satisfaction.
•Strong ability to prioritize tasks, meet deadlines, and adapt to changing priorities.
•Demonstrated expertise as an SME, with experience partnering across 2nd and 3rd lines of defense.
•Strong contract negotiation skills and proven ability to build relationships across all levels of the organization.
