Job Description

Business Function
Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
Responsibilities
The role is responsible for
Vendor Management:

• Manage outsourced vendor relationships and operational performance.
• Support the Service Delivery Manager in outsourced vendor management, including:

• Overseeing monthly reporting, billing, and timely invoice processing.
• Managing inventory and budgeting.
• Design and execute queries, dashboards, and reports for effective Service Level (SL) monitoring.
• Track and manage deliverables and issues to ensure timely attention from management and closure.
• Ensure timely escalation of breaches or issues related to outsourced vendor operations.
• Review incident reports submitted by outsourced vendors, including initial notifications and providing regular status updates to relevant teams/departments.
• Ensure clear, complete, and approved instructions are provided to vendors, with necessary documentation.
• Coordinate with internal departments (e.g., Business/Product, Operations, Legal, Compliance, Finance, Governance etc.) on vendor-related processes and matters.
• Address feedback from Relationship Managers (RMs) and manage issues/escalations pertaining to operational matters.
• Manage and coordinate administrative tasks related to vendor contracts and service delivery.

Project/Initiative Co-ordination:

• Collaborate with internal stakeholders on initiatives/projects and liaise with outsourced vendors regarding implementation requirements.
• Ensure due diligence is completed and operational initiatives/projects are executed promptly.
• Support the effective operationalization of initiatives, including documentation and obtaining timely approvals.
• Establish and track timely updates of operating models and Standard Operating Procedures (SOPs).

Operations Management Support:

• Support the team and vendor in day-to-day operations by understanding dependencies, developing action plans, and conducting regular follow-ups.
• Produce clear and actionable reports to aid operational decisions.
• Prepare PowerPoint presentation decks for management meetings.

Requirements

• At least 6-8 years of experience in vendor management/operational risk management/project delivery/process improvement, preferably within the financial sector.
• Minimum Diploma holder.
• Able to work independently in a fast-paced environment with a transformational mindset and minimal supervision.
• A self-starter with an agile mindset, possessing the ability to promptly follow up on outstanding tasks and maintaining a positive outlook.
• Meticulous, detailed, and logical in thought process; able to articulate clearly with good written communication and presentation skills.
• Possesses a keen eye for identifying areas of improvement, particularly related to process efficiency and controls.
• Proficient in Microsoft Office tools such as Word, PowerPoint, and Excel.
• A team player with good interpersonal skills and the ability to collaborate with other teams and multiple cross-functional stakeholders.
• Demonstrates professionalism and effective vendor engagement, representing the bank professionally when interacting with external vendors.
• Possesses good relationship-building skills essential for vendor management.

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We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
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Skills Required