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Offshore Partner Relationship Manager

Republic of Ireland

Offshore Partner Relationship Manager

Republic of Ireland | Ireland

Bank of Ireland has many Partner colleagues in India whose roles are to support the Bank`s technology service. The purpose of this new role is to ensure that the needs of the Customer are clearly and regularly articulated to our Partners in India while also ensuring issues are dealt with on a real-time basis. The role will ensure that our Off-Shore Partners are meeting their end-to-end contractual obligations. Due to the size and scope of our partner contracts, the management of these contracts is far more complex than measures such as SLA/OLA targets. The new role will manage day to day issues that arise between the Bank`s Technology Services department in Ireland and our Off-Shore Partners by providing "on the ground" support there. The role will also assist in the oversight and governance functions associated with our Partner relationships.

Key Responsibilities:

  • Ensure the Offshore teams have a good understanding of customer business priorities.
  • Build Partner relationships offshore by representing BOI on the ground across the Partner sites.
  • Act as an extension of the Bank`s oversight and assurance functions in Ireland.
  • Establish consistent approach to offshore delivery across Partners.
  • Ensure Partners are meeting their contracted obligations.
  • Share best practices identified with Partners and the Bank.
  • Act as bridge between Technology Services department and Partners in India.
  • Provide oversight and control of IT services delivered across multiple offshore Partners de-risking service delivery.
  • Provide assurance to BAU service as well as strategic change delivered from offshore.
  • Pro-actively manage offshoring risks and ensure compliance.
  • Ensure adherence to Bank governance models across a multi-partner environment.
  • Oversee and ensure Partners comply with enhanced regulatory focus on technology.
  • Support further key strategic change initiatives that will require further offshore service ramp-up and enablement.
  • Travel to the various vendor sites as needed / pre-arranged.

Leadership & People Management:

  • Lead by example and demonstrate strong management standards and practices.
  • Provide full support for the Technology Services Leadership team.
  • Guide and direct resources to assist in delivery of work as appropriate.
  • Embed good people management practices in line with Group standards, including completion of goals and reviews for direct reports.
  • Support, coach and manage team performance, recognising and utilising individual strengths to achieve optimum benefit for the team.
  • Provide support for learning and development for individuals and for the benefit of the overall unit.
  • Support the Group Manufacturing Working Together principles

Risk & Compliance:

  • Maintain & monitor standards, controls, processes and solutions, to minimise business and IT risk.
  • Ensure full compliance with all Group, Legal and Regulatory requirements and standards.

Essential Qualifications:

3rd level degree in a relevant discipline or equivalent experience

Essential Skills & Experience:

Experience:

  • Experience in dealing with multiple international outsource third parties
  • Strong customer focused background and commercial awareness
  • Demonstrable experience of IT service management and service delivery
  • Extensive SIAM experience and knowledge of Service Now
  • Good financial management experience with a keen appreciation of the costs of running an operation to apply a financial value to efficient processes
  • Strong familiarity with quality management concepts
  • Business acumen coupled with good technology understanding and awareness
  • Strong people management experience and a demonstrated "challenge" mind-set

Skills:

  • People Management
  • ITIL processes and tools
  • Quality Management
  • Negotiation Skills
  • Analytical Skills
  • Business Acumen
  • Technology understanding and awareness
  • Process focus
  • Fluency in Hindi

Thank you

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