Role Name : Site Lead / ODC Manager

Corporate Title : Director / Executive Director

Reports to : MD

Location : Bangalore / Pune

Role Purpose:

- As part of the O&O F2B program, the Global Corporate Services (GCS) aims to provide consistency & alignment in overseeing and proactively managing vendor sites to ensure ongoing ODC governance.

- The role is cross functional thereby serving as a common layer across streams / functions and ensuring we leverage / share best practices and synergies where possible.

Key Responsibilities of ODC Site Manager

- Ensure ODC standards are implemented during the ODC lifecycle post set up till decommission (Supplier operations management):

- Ensure any changes to ODC post set up have required approvals from business as well as control functions as laid out in the ODC Governance standards.

- Ensure ODC standards are maintained and any life cycle changes are implemented in compliance to ODC Governance standards post the ODC set up until the ODC is live and therefore until the decommission process.

- Run governance to monitor and report compliance to ODC standards.

- Work with vendor leads to send out requisite communication – through mass mailers and town halls to ensure awareness and reinforce degree of importance given to compliance.

- Collaborate with enabling teams (MIS, Vendor Management Office) to establish processes to enable creation & maintaining internal inventories and periodic reporting processes to aid the management of ODCs.

- Review for exceptions, follow up and close out exceptions with vendor.

- Maintain requisite documentation to evidence review.

- Support responsible officers, function heads where there is a hand off.

- Work closely with the Vendor Relationship Manager and ODC governance team to provide insights around the ODC.

Escalation for incidents / other matters at an ODC level (Supplier operations management):

- Regularly monitor and ensure incidents / other matters at an ODC level are escalated to the Site Lead.

- Support necessary communication, tracking, follow up and closure on incidents.

Act as an ambassador at the ODC, participate in any audits (regulatory or internal) that are conducted at the ODC, ensure regulatory / contractual obligations are fulfilled at the ODC (Supplier operations management):

- Enable the right culture setting at the ODC through greater understanding and being an ambassador of business, objectives, values and culture.

- Understand and manage the risk profile of ODC.

- Establish processes to ensure that Regulatory driven audits (e.g. MAS 634), internal audits (e.g. GIA audits, special audits by control functions, CMnG reviews) are understood and implemented without
exception.

- Ensure critical outcomes of audits and key remediation plans are brought to the notice of vendor and ODC Management.

- Establish processes to oversee and track remediation progress at the ODC level.

- Share best practices and collaborate with Site Management in ensuring ODC Management objectives are met.

- Collaborate with other ODC Site leads / Site Managers for driving consistent ODC management standards, understand market and share best practices.

Delivery assurance:

- Responsible for Service delivery governance of the outsourced / offshored processes and performance management of the vendor.

- Face off to the ODC level vendor organisation, primary stakeholder & on the ground contact for delivery and performance management.

- Work with business stream and the vendor to enhance overall contribution.

- Risk oversight & control over offshore environment / protect model, act as escalation point for critical issues.

- Vendor behavior and cultural alignment around risk management and delivery quality to clients.

- Scope control enforcement - drive a rigorous governance mechanism to ensure that scope control of the vendor footprint aligns with off-shoring policies (SOP, OBI adherence and application access).

- Review function specific quality metrics, managed service framework (where applicable), regulatory impact & compliance.

- Ensure consistent governance is in place to monitor service delivery.

- Enable value creation through on-ground initiatives to enhance client service, risk management and PEx
(e.g. Client interactions in the region, Quality assurance, embedded analytics).

- Manage governance over control environment (SOPs, access controls, OBI, KPC testing and quality assurance over process delivery).

Non- vendor specific projects from time to time:

- Own and drive offshore client service strategy in alignment with broader Client Service initiatives.

- Contribute to industrialisation / supply chain initiatives - peer / competitor collaboration/ benchmarking and innovative engagement / sourcing models through sourcing acumen & industry trends.

- Broader contribution to O&O community (group wide) - O&O expertise, Vendor capabilities & contribution etc.

Qualification: MBA with 10 to 15 years of experience working with vendors/ off-shoring required.

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