Senior Vendor Manager- Mashreq Bank
Job Purpose
The DTO team are looking for a detail-oriented, analytical, innovative, hands-on, and customer-obsessed Senior Vendor Manager.
The ideal candidate will have a track record of successful technology vendor management in a banking context, be an effective leader and communicator, and have experience in setting out data-driven vendor performance strategies.
Key Result Areas
Relationship Management
Own vendor relationships and performance framework from design through to implementation
Establish regular communication with each vendor to review progress against goals and priorities (e.g., spend, contractual and non-contractual SLAs, issue resolution)
Lead negotiations with the vendors setting new KPI’s and service level agreements based on organizational requirements / strategic objectives
Actively identify new vendors and opportunities to ensure sufficient capacity coverage
Identify duplication / gaps in the vendor or service providers list
Manage outward communication to vendors to facilitate understanding and awareness of organizational strategic direction, changes and challenges
Manage the interaction between vendors and internal stakeholders within to provide adequate visibility of interdependent initiatives and programs
Develop ongoing partnership-based relationship to obtain regular updates on status of programs / technology assets
Facilitate and help resolve issues between stakeholders
RFI / RFP management - prepare and manage / orchestrate RFIs and RFPs for vendors for each function, as needed.
Vendor Performance Review & Management
Experienced in reviewing technology / technology service contracts
Track existing or set up new metrics as required to validate vendor performance
Track and report on the performance of selected vendors to ensure delivery in line with contractual obligations and performance metrics
Liaise with vendors to understand issues and barriers to meeting performance targets
Develop and implement performance improvement plans, working cross functionally with internal and external stakeholders
Conduct quarterly business reviews with vendor to address issues and explore new opportunities to improve program / technology portfolio profitability
Identify improvement areas internally as well as perform closely with all internal stakeholders to prepare solutions
Assess quality of delivery / implementation / service provided by 3rd parties
Able to convert performance data into remedial action plans
Risk Management & Reporting
Perform biannual risk reviews to update and refine business continuity and mitigation plans, and report on risks pertaining to the relationship
Prioritization of vendor risks / issues identified by business units through to resolution management
Report on performance in weekly and monthly forums with senior leadership.
Evaluate potential vendors using developed and agreed criteria to support business requirements
Set time bound targets for remedial activity
Key Result Areas (Continued)
Digital Vendor management
Review of organization wide digital assets from a vendor management perspective
Review annual maintenance contracts with software providers / hardware providers
Contract negotiation & renewal support – Support the bank’s review of contracts and provide expert input into contract development process including a view of norms and competitive agreements in each space
Understand new products and services being developed / championed by 3rd party contractors / technology vendors / software service providers
Experience of building portfolio dashboards presentations
Problem solving and root cause identification skills
Experience in developing structural solutions to problems identified
Create and distribute surveys to assess vendor performance against predefined factors
Able to look for sustainable cost savings / increased inefficiencies through analysis of vendor performance
Ongoing competitive assessment of vendors to maintain an understanding of the functionality / service provided by each vendor and able to make recommendations of competitors to move to if financially / performance analysis justifies
Other duties and responsibilities
Support PMO and the Senior Vendor Manager on any projects that involve the vendor including coordinating communication, ensuring vendor is aware of and engaged in project cadence, etc.
Support financial analysis of vendor spend and review of vendor invoices including coordinating remediation of any discrepancies, answering questions, etc.
Provide reports and MI on vendor’s overall status, compliance with contractual obligations, SLAs, etc.
Support annual planning and budget development with costs and estimations for vendor-related spend and plans
Build strong relationships with Procurement teams to ensure the vendor’s list is understood from an in flight and pipeline management perspective
Knowledge, Skills and Experience
University Degree related to Business Administration, IT, Information Security or similar work experience, Procurement
ITIL qualifications desirable
Strong channel/relationship management experience in a banking technology context
Minimum of 9-11 years working experience in the technology / software vendor channel space
Outstanding professional communication, attention to detail and organizational skills
Ability to manage vendor expectations and/or escalations from stakeholders in a timely manager
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