Job Description

Manage supplier day-to-day operations

• Ensure all assigned suppliers (self/back up) day to day performance activities are completed
• Ensure all assigned suppliers (self/backup)  operational support activities are identified & documented in standard operating procedures
• Maintain supplier Escalation protocol
• Support DR Testing

SLA validation – Perform, Record and Report

• Ensure Day to Day SLA, performance issues & contractual terms monitored/measured and performance penalties recorded / applied as per contract
• Complete SLA audits on a monthly basis, documenting SLA breaches & process variances/gaps
• Ensures viable Action Plans are obtained & implemented as required

Problem Management and Escalation Resolution

• Demonstrates a sense of urgency & priority in handling Operational Sev 1/2/3 Escalations
• Manage operational escalations and disputes between RBC and supplier in a professional manner
• Ensures all Stakeholders/Functional Manager/SM  are engaged & communicated to up front
• Ensures effective/timely follow up to bring the issue to a successful resolution
• Documents all changes to policies and/or procedures and log investigations

Project Management & Support

.       Project Manages the Audit, Coordinates onboarding of auditors, testing of controls , compliance

• Provides Subject Matter Expertise’s services as required
• Support projects with operations-related activities
• Provides assistance with Testing

Supplier Systems and Applications

• Complete access requirements and attestations for Supplier systems and applications
• Conducts proper and complete assessment of said changes ensures sign off by appropriate Management in order to mitigate any perceived risks to normal business operations
• Provide ongoing monitoring of assigned Suppliers control environment, ensuring approved processes are being followed & system management controls are being maintained/followed
• Conduct/Assist application Security Testing (Static & Dynamic) etc. Annually

Supplier Operations Meetings

• Proactively facilitates, directs and books all assigned suppliers Operations meetings (Mthly/Qtrly/Annual) prepares and shares agenda in advance , documents minutes , stores share point site
• Ensures all stake holders are included and minutes of the meeting shared within 24 hours
• Identifies and recommends procedural and system enhancements to reduce operational risk and drive efficiency

Reporting

• Prepare a monthly report for Supplier Managers /BU (as required)
• Escalate / Report discrepancies and high-risk situations to Supplier Managers/ BU/ as required
• Manages Role related communications including accurate status reports (where applicable) etc to all stakeholders/partners
• Prepares and delivers presentations to SMO team, & suppliers/stakeholders as required
• Manages Role related communications including accurate status reports (where applicable) etc to all stakeholders/partners
• Prepares and delivers presentations to SMO team, & suppliers/stakeholders as required

Job Summary

This role is responsible for the effective management and implementation of Key Supplier Operation Functions related to managing Third Party Risk & Supplier Operations Management in Banking , perform day-to-day operational activities/initiatives to ensure positive client experience and remove client irritants by consistently demonstrating ability to prioritize requests vs performing standard ongoing activities that includes Subject Matter Expertise to Project Support. The individual will also provide SME Services, Supplier Tool Support, process planning, coordination, implementation and delivery. Will work collaboratively with colleagues in Products & Business sharing best practices and the identification and implementation of improvements to day to day operational activities to support effective Supplier Operations oversight routines. Ensures role expectations, goals & objectives are accomplished within approved timeframes, scope and budget, and adds value by sharing Supplier Operations Management expertise and best practices with RBC and Supplier stakeholders. Proactively applies principles of our new Leadership Model consistently for positive outcomes/results.