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 - Recent 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