Job Description

Key Accountabilities:

• Manage the day-to day supervision and oversight of the outsourcing arrangement to ensure that contractual obligations are fulfilled, and performance standards are met by the outsourced service provider and its subcontractor(s) according to the service level agreement.

• Ensuring adequate and effective controls are implemented on outsourced service provider to 

  prevent disruptions to the ongoing outsourced services provided by DBS

• safeguard the confidentiality and integrity of all information in its custody; and 

  manage its legal, reputational, technological and operational risks arising from the provision of the outsourced service.

• Partner with internal stakeholders to understand their needs and their customers' needs to recommend solutions to improve existing operations or meet new business, operational or customer service needs.

RESPONSIBILITIES

• Manage outsourced service provider to ensure optimal performance and improvement of existing processes
• Monitor monthly service level performance against SLA, cost and budget
• Review and ensure timely payment/ follow-up on monthly invoices billed by service provider
• Manage issues, analyse root causes and develop proactive actions with outsourced service provider to meet SLA and addressed timely
• Manage service provider's errors/ risk events and log in Bank's system
• Provide operational support to BUs for new initiatives
• Manage and perform Business Continuity Planning, exercises and attestations with service provider
• Review processes and identify areas for improvement, innovation and risk control
• Prepare and facilitate reviews by internal, external or regulatory audit functions
• Perform and support site visits with the subjectg matter expert from the various control functions i.e. Financial Crime & Security Services, Information Security Services, Group Business Continuity Management

• Perform monthly and yearly submission of Service Delivery Management deliverables as defined in the Bank's Outsourcing policies.

   

REQUIREMENTS

• 5 to 10 years of experience working in Financial Institution, of which 3-5 years in managing and engaging extensively with outsource service providers
• Posses strong risk and control mindset
• Demonstrate critical thinking and ability to suggest improvements and identify risks
• Strong leadership skills with sound, analytical and decision-making abilities
• Excellent interpersonal and communication skills in dealing with all levels of staff and external parties
• Strong people-relations and influencing skills
• Strong service orientation and professional work attitude and ability to prioritize, and manage internal clients' expectations
• A highly organized individual

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Job Requirements