Senior Specialist CCS and Voice

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
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
New 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
Release Calendar
Capacity planning
Demand forecasts
Contractual considerations (renewals, adjustments)