AVP/Senior Associate, Service Delivery Manager, Cash Operations, CBGO, Group COO

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. Apply Now We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements. -en