Outsourcing Services Management

Job description

WHO WE ARE

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation.

But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can.

Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here. Oversee the comprehensive management and governance of Third-Party Service Providers (TPSPs) in alignment with Bank policies and regulatory requirements set forth by Bank Negara Malaysia (BNM) and/or the Monetary Authority of Singapore (MAS).

The key responsibilities include:

• Managing Outsourcing Service Providers (OSPs) for services such as statement printing, personalized cheque book printing, and document archival.
• Overseeing Non-Outsourcing Service Providers, specifically centralized mailroom operations.
• Ensuring compliance with Third-Party Risk Management (TPRM) standards and reporting, maintaining accuracy and completeness.
• Collaborating with stakeholders (e.g., DCO, ORM, TISO, CPO, Product Owners) to implement third-party risk management controls, ensuring compliance with regulations and Bank standards.
• Presenting due diligence and risk matters to relevant risk committees (e.g., TPRC, DRWG).
• Monitoring and analyzing service provider performance against established service levels.
• Conducting regular SLA and performance review meetings with TPSPs to assess and enhance service delivery.
• Performing periodic site visits and Business Continuity Planning (BCP) / Disaster Recovery (DR) tests with TPSPs.
• Working closely with the IT department to resolve any data discrepancies.
• Conducting External Service Providers & Vendors (ESPV) screening exercises.
• Reviewing and updating outsourcing service agreements, including preparing addendums to incorporate new mandatory clauses as required by the bank or regulatory bodies.
• Preparing user requirements for tender exercises prior to contract expiration.
• Conducting root cause analysis for incidents or complaints received.
• Performing data entry for analysis and reporting to support decision-making.
• Raising cases in the Operational Risk Environment (ORE) for any reported breaches of the Financial Services Act (FSA) or the Islamic Financial Services Act (IFSA).
• Undertaking additional departmental roles and administrative tasks as assigned.

What we offer

Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.