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

4.

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
- Risk, Compliance and Security Review
- 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

- Spend vs forecast

2.

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

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

2.

Release

Calendar

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

📌 Senior Specialist Ccs And Voice (Mumbai)
🏢 Yes Bank
📍 Mumbai