- Own third-party operations end to end, acting as the main point of contact for vendors and holding providers to account on onboarding, due diligence, performance, compliance, and issue resolution.
- Lead operational readiness for new products and material changes, coordinating review, follow-up, and impact assessment to ensure changes land smoothly and are fully supportable.
- Act as the key operational link between different stakeholder groups ensuring strong coordination across support, incident response, and third-party delivery.
- Oversee customer support and complaints, ensuring issues are resolved promptly, fairly, and in line with internal standards and other expectations.
- Own operational risk and SLA monitoring, using clear indicators and reporting to keep senior management and the Board informed and to escalate risks early.
- Support continuity during incidents and disruption scenarios, managing customer and operational impact while partnering closely with the ORM on the wider incident and resilience framework.
- Keep operational records accurate and audit-ready, and support internal, external, and other reviews across third-party management and operational controls.
Project ManagementOperations ManagementRisk Management