Job Description

Company Description
Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities - plus the chance to work alongside some of the sector's most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We're passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

To provide specialist advice to the Managed Services Function within South Africa in order to ensure adherence to the governance requirements and optimal performance by Third-Party Vendors with specific focus on strategic relationship management, vendor risk management, adherence to all Procurement processes, standards, service level agreement measurement and reporting to ensure consistent internal and external client experience.
Qualifications

• A degree in Business Commerce or Risk Management would be required.

Experience Required:

• 3-4 years experience in Vendor Management and strategic sourcing. Monitoring and measuring service delivery against agreed service level agreements would be critical. Leading engagements with Third-Party Vendors to resolve performance issues would be important.
• 3-4 years experience working with cross-functional teams fostering collaboration and teamwork.
• Experience in engaging with a broad spectrum of stakeholders including senior executives. Knowledge of standard business processes including work prioritisation, best practices.
• 5-7 years proven experience in production, with particular experience in service industry and/or fast moving consumer goods.
• Experience within a customer facing environment across geographic boundaries essential. Experience in managing multiple client interfaces and dealing with variable issues.
• Experience in providing operational, logistical, governance and control functions for a large business unit, company or multinational organisation.

Additional Information
Key Responsibilities:

• Analyse specific identified problem areas in terms of Third-Party Vendor service delivery and resolve disputes in a professional and orderly manner. Develop the Vendor Management strategy for Managed Services within Technology and Operations, South Africa and ensure alignment to the overall Standard Bank strategic theme of Client Centricity as well as the relevant Client Segments strategies.
• Drive all client and business partner service level agreements for Managed Services within South Africa to ensure effective end-to-end service delivery and consistent internal and external client experience. Drive and monitor compliance of operational procedures ensuring no deviation from agreed standards to prevent losses.
• Drive compliance of all aspects relating to occupational health, safety and environmental management, including risk analysis & development of disaster recovery strategies, processes and plans in line with legislation and regulatory requirements.
• Drive cost management and budgetary control, including the development and management of the operational budget to control cost within budget.
• Drive the adherence of Third-Party Vendor Service Level Agreement standards as per individual contractual agreements to ensure an optimal client experience and service delivery against agreed standards.
• Establish and implement Third-Party Vendor Management dashboards and scorecards to make Vendor performance visible to all relevant parties and stakeholders. Establish and maintain effective relationships with Third-Party Vendors on behalf of Managed Services, Technology and Operations to ensure cost effective operations, effective contract management and healthy Vendor relationships. Identify and report risks relating to Third-Party Vendor Management and performance to the Operational Risk Function, Information Technology Security, Procurement and Compliance to ensure mitigation of risks. Identify opportunities to improve and/or automate Managed Services processes and systems to increase and optimise the client experience.
• Lead and drive engagements with Business Partners and Vendors nationally and attend the relevant Forums to present on the performance and service delivery of Third-Party Vendors with analysis to support continuous service improvements.
• Lead the Third-Party Vendor communications process and establish feedback mechanisms and forums to ensure smooth operations.
• Maintain a single point of contact for Third-Party Vendor escalations to resolve issues, complaints, queries and to optimise client satisfaction.

Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Challenging Ideas
• Checking Things
• Convincing People
• Developing Expertise
• Documenting Facts
• Examining Information
• Exploring Possibilities
• Interacting with People
• Making Decisions
• Providing Insights

Technical Competencies:

• Business Acumen (P&C)
• Dispute Negotiation
• Process Governance
• Procurement Knowledge
• Risk Management
• Supplier Relationship Management

Skills Required