Performance Management Lead

Performance Monitoring & Reporting

• Regularly track and monitor the performance of vendors based on KPIs, SLAs, and contractual obligations.
• Conduct regular performance audits to evaluate the quality and timeliness of deliverables from vendors.
• Develop and maintain dashboards and other reporting tools to provide real-time visibility into vendor performance.
• Generate and present detailed performance reports, highlighting areas of concern and recommending corrective actions.
• Lead periodic performance reviews with vendors to assess service delivery and align on improvement actions.
• Maintain accurate and up-to-date vendor scorecards to track performance across various metrics.
• Support internal teams with reporting and insights on vendor performance.
• Analyze performance data to identify opportunities for continuous improvement. Compliance & Governance:
• Ensure vendors are compliant with the terms of the contract, including SLAs, KPIs, and quality standards.
• Ensure vendors adhere to all agreed contractual terms, SLAs, and service delivery requirements.
• Assist in reviewing contracts and ensuring that vendors are adhering to all terms, including deliverables and obligations.
• Develop and maintain governance frameworks for ongoing vendor management.
• Drive initiatives for continuous improvement, ensuring that performance management processes evolve and improve over time. Issue Resolution & Escalation Management:
• Handle escalations related to vendor performance or service delivery, ensuring prompt resolution and minimizing operational impact.
• Collaborate with cross-functional teams to address performance issues and ensure alignment across service lines.
• Support escalation processes for performance issues with vendors, ensuring that issues are resolved in a timely manner.
• Perform root cause analysis for performance failures and identify corrective actions to address underlying issues. Risk Management & Mitigation
• Assist in risk assessments and mitigation strategies for vendors.
• Identify potential risks related to vendor performance and compliance and help mitigate them.
• Work closely with service line specialists to identify and implement improvements in vendor performance management processes to mitigate risks.
• Ensure corrective actions are implemented based on risk assessments or performance issues to prevent recurrence. 12404