Vendor Review Management – Key Areas

1. Relationship Summary and Key Updates

- High-level summary of the partnership
- Major events/changes since last quarter
- Organizational or leadership changes
- Escalation Matrix

2. Performance Review

a. SLA and KPI Analysis

- Service uptime and availability
- Response and resolution times
- Quality metrics (accuracy, error rates, defects)
- TAT adherence for deliverables
- Outages/Operational Risk Events – Major/Minor
- Resources deployed (by tower, by skill levels (L1, L2, L3), Actual vs PO)

b. Volume and Usage Trends

- Transaction volumes/TPS/Utilization
- Support tickets (with ageing and top ticket category analysis)
- Consumption vs forecast

3. Risk, Compliance and Security Review

- Regulatory compliance updates (RBI, NPCI, PCI-DSS, etc.)
- Data privacy adherence
- Information security posture
- Outstanding audit findings




- Business Continuity and Disaster Recovery
- Third-party Risk Assessment updates

4. Financial Review

- Spend vs forecast
- Pending Invoice payments (with ageing)
- Cost optimization opportunities

5. Innovation and Continuous Improvement

- Current capabilities, product roadmap, and enhancements
- Automation or efficiency opportunities/AI adoption
- Industry best practices
- Potential POCs or pilots

6. Issue Log Review and Action Progress

- Review of open issues/risks
- Status of previous action items
- Escalations and resolutions

7. Strategic Alignment and Future Planning

- Upcoming initiatives and projects
- Release Calendar
- Capacity planning
- Demand forecasts
- Contractual considerations (renewals, adjustments)

📌 Senior Specialist CCS and Voice (Mumbai)
🏢 Yes Bank
📍 Mumbai