JOB DESCRIPTION / ROLE
JOB PURPOSE
To manage the bank’s vendor deliveries by ensuring that the vendor performance management framework is efficiently followed to deliver optimized services in accordance with the respective contractual agreements
ACCOUNTABILITIES
Vendor Performance Management
• Ensure adherence to vendor performance management framework as applicable according to the contracted service category and scale and track vendor performance, providing feedback to the contract management team, to ensure that service delivery failures are contractually mitigated
• Work closely with Procurement to conduct vendor/service comparison for consistently lower performing relationships and investigate and identify opportunities for the bank to achieve greater levels of service delivery on procured products and services
• Conduct surveys to assess vendor performance and provide feedback to Relationship Managers/Vendors in a structured manner in order to improve service delivery
• Implement standardization of KPIs across contract/service categories in line with the required standards in order to optimize tracking and feedback
Contract Management
• Support the contract renewal process by providing the contract management team with feedback on vendor performance
• Provide data for Vendor performance KPI tracking for critical vendor relationships as required by Senior Management
Policies, Processes, Systems and Procedures
• Adhere to all relevant organizational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders
Self-Management
• Manage self in line with the bank’s people management policies, procedures, processes and practices to ensure adherence and to maximize own contribution to business performance
Customer Service
• Demonstrate Our Promise and apply the ADCB Service Standards to deliver the bank’s required levels of service in all internal and external customer interactions
REQUIREMENTS
Minimum Experience
• At least 12 years of experience in banking with a background and experience in management of IT Assets, Contracts and an understanding of IT Project Management
Minimum Qualifications
• University degree in a Business (B Com, BBA) or Technical (BSc, B Tech) related subject area
Knowledge and Skills
• Process management
• Contractual and commercial negotiation
• Problem solving
• Use of spreadsheet and presentation applications
• Knowledge of the IT industry including software licensing and hardware maintenance agreements
• Negotiating skills in an IT environment
• Written and spoken English
• Interpersonal skills
• Ability to define problems, collect data, establishes facts and draw valid conclusions
• Ability to interpret an extensive variety of instructions and deal with several abstract and concrete variables
• Analytical skills
ABOUT THE COMPANY
ADCB is a full-service commercial bank offering a wide range of products and services such as retail banking, wealth management, private banking, corporate banking, commercial banking, cash management, investment banking, corporate finance, foreign exchange, interest rate and currency derivatives, Islamic products, project finance, and property management services.
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