Job Purpose
To provide specialist advice to the Managed Services Function within South Africa in order to ensure adherence to the governance requirements and optimal performance by Third-Party Vendors with specific focus on strategic relationship management, vendor risk management, adherence to all Procurement processes, standards, service level agreement measurement and reporting to ensure consistent internal and external client experience.
Key Deliverables
Analyse specific identified problem areas in terms of Third-Party Vendor service delivery and resolve disputes in a professional and orderly manner.
Develop the Vendor Management strategy for Managed Services within Technology and Operations, South Africa and ensure alignment to the overall Standard Bank strategic theme of Client Centricity as well as the relevant Client Segments strategies.
Drive all client and business partner service level agreements for Managed Services within South Africa to ensure effective end to-end service delivery and consistent internal and external client experience.
Drive and monitor compliance of operational procedures ensuring no deviation from agreed standards to prevent losses.
Drive compliance of all aspects relating to occupational health, safety and environmental management, including risk analysis & development of disaster recovery strategies, processes and plans in line with legislation and regulatory requirements.
Drive cost management and budgetary control, including the development and management of the operational budget to control
cost within budget.
Drive the adherence of Third-Party Vendor Service Level Agreement standards as per individual contractual agreements to ensure an optimal client experience and service delivery against agreed standards.
Establish and implement Third-Party Vendor Management dashboards and scorecards to make Vendor performance visible to all relevant parties and stakeholders.
Establish and maintain effective relationships with Third-Party Vendors on behalf of Managed Services, Technology and Operations to ensure cost effective operations, effective contract management and healthy Vendor relationships.
Identify and report risks relating to Third-Party Vendor Management and performance to the Operational Risk Function, Information Technology Security, Procurement and Compliance to ensure mitigation of risks.
Identify opportunities to improve and/or automate Managed Services processes and systems to increase and optimise the client
experience.
Lead and drive engagements with Business Partners and Vendors nationally and attend the relevant Forums to present on the performance and service delivery of Third-Party Vendors with analysis to support continuous service improvements.
Lead the Third-Party Vendor communications process and establish feedback mechanisms and forums to ensure smooth operations.
Maintain a single point of contact for Third-Party Vendor escalations to resolve issues, complaints, queries and to optimise client satisfaction.
Measure, monitor and report on service delivery metrics and overall performance, against agreed standards to ensure effective delivery by external Third-Party Vendors as per the service level agreements and to utilise the data analysis to influence continuous improvement and the client strategy.
Monitor and control all customer queries and complaints to ensure they are resolved as per the sun set principle and to optimise the client experience.
Monitor and control Third-Party risk standards to govern the lifecycle of Third Party relationships. This must cover amongst others business continuity and regulatory compliance.
Monitor and drive functionality of existing systems, provide input and approve new system developments within Managed Services, Technology and Operations, South Africa to ensure the systems enable effective service delivery.
Perform and analyse Third-Party Vendor spend per cost centre, GL Account and Vendor in order to prepare and present findings and insights to senior leaders within Technology and Operations, South Africa.
Qualifications
Minimum Qualifications
Type of Qualification: First Degree
Field of Study: Business Commerce
Type of Qualification: First Degree
Field of Study: Purchasing and Procurement
Experience Required
Business Enablement & Support
General (Technology and Operations)
3-4 years
Experience in Vendor Management and strategic sourcing. Monitoring and measuring service delivery against agreed service level agreements would be critical. Leading engagements with Third-Party Vendors to resolve performance issues would be important.
3-4 years
Experience working with cross-functional teams fostering collaboration and teamwork. Experience in engaging with a broad spectrum of stakeholders including senior executives. Knowledge of standard business processes including work prioritisation, best practices.
5-7 years
Proven experience in production, with particular experience in service industry and/or fast moving consumer goods. Experience within a customer facing environment across geographic boundaries essential. Experience in managing multiple client interfaces and dealing with variable issues. Experience in providing operational, logistical, governance and control functions for a large business unit, com
Additional Information
Behavioral Competencies:
Adopting Practical Approaches
Articulating Information
Challenging Ideas
Checking Details
Convincing People
Developing Expertise
Documenting Facts
Examining Information
Exploring Possibilities
Interacting with People
Making Decisions
Providing Insights
Technical Competencies:
Business Acumen (P&C)
Dispute Negotiation
Process Governance
Procurement Knowledge
Risk Management
Supplier Relationship Management
Apply via :
www.standardbank.com
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