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IT Vendor Performance Specialist

Abu Dhabi Commercial Bank (ADCB)

Abu Dhabi, UAE

Ref: LP452-581

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

Founded in 1985, ADCB employs more than 4,000 staff from 62 nationalities, serving over 600,000 retail customers, and approximately 50,000 corporate and SME clients. The bank operates in 48 branches, 4 pay offices, 2 branches in India, 1 branch in Jersey and a representative office in London. By the end of March 2015, the total assets of ADCB amounted to AED 207 billion.

ADCB is a full-service commercial bank that offers a wide range of products and services including retail banking, wealth management, private banking, corporate banking, commercial banking, cash management, investment banking, corporate finance, foreign exchange, interest rate, currency derivatives, Islamic products, project finance and property management services.

ADCB is 58.08% owned by Abu Dhabi Investment Council, the investment arm of the Government of Abu Dhabi. The banks shares are traded on the Abu Dhabi Securities Exchange. By the end of March 2015, excluding treasury shares, ADCBs market capitalization was AED 34 bn .

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AED 4,500

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