Vendor Review Management – Key Areas

- Relationship Summary and Key Updates High-level summary of the partnership Major events/changes since last quarter Organizational or leadership changes Escalation Matrix
- 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

- 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
- Financial Review Spend vs forecast Pending Invoice payments (with ageing) Cost optimization opportunities
- Innovation and Continuous Improvement Recent capabilities, product roadmap, and enhancements Automation or efficiency opportunities/AI adoption Industry best practices Potential POCs or pilots
- Issue Log Review and Action Progress Review of open issues/risks Status of previous action items Escalations and resolutions
- 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