Vendor Review Management – Key Areas 1.

Relationship

Summary and Key Updates 1. High-level summary of the partnership

- Major events/changes since last quarter
- Organizational or leadership changes

4.

Escalation

Matrix 2.

Performance

Review a. SLA and KPI Analysis 1. 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 1. Transaction volumes/TPS/Utilization
- Support tickets (with ageing and top ticket category analysis)
- Consumption vs forecast 3. Risk, Compliance and Security Review 1. Regulatory compliance updates (RBI, NPCI, PCI-DSS, etc.)
- Data privacy adherence
- Information security posture
- Outstanding audit findings

5.

Business





Continuity and Disaster Recovery

- Third-party Risk Assessment updates 4.

Financial

Review 1. Spend vs forecast

2.

Pending

Invoice payments (with ageing)

- Cost optimization opportunities 5. Innovation and Continuous Improvement 1. 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 1. Review of open issues/risks

- Status of previous action items
- Escalations and resolutions 7.

Strategic

Alignment and Future Planning 1. Upcoming initiatives and projects

2.

Release

Calendar

- Capacity planning
- Demand forecasts
- Contractual considerations (renewals, adjustments)

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