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 prospects/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 (India)
🏢 Yes Bank
📍 India
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