- Full-time, Permanent
Business Service Level Management Specialist - Amsterdam
Our client was established in 1974. The Amsterdam office employs around 90 FTE and has Branches in Brussels (Belgium), Vienna (Austria) and Madrid (Spain). Our client is a fully licensed bank incorporated in the Netherlands and supervised by De Nederlandsche Bank (DNB) and the Autoriteit Financiële Markten (AFM).
Business Service Level Management Specialist Fulltime (37,5h) The Business Service Level Management Specialist is responsible for the operational & business relations with service providers. The person is also responsible for Management Information and subsequent analysis that are required to improve SLA services received from providers. He/she is the center of coordination of emerging issues and initiating improvements between all key stakeholders.
Main tasks & responsibilities:
Outsource Service Management Update, monitor and review SLA’s regarding outsourced services with the focus on service performance;
Setting up of Control Framework of outsourced activities
Setting up Key Performance Indicators (KPI) for SLA
Maintenance of Service Level and Reporting to Management
Single point of contact regarding issues with outsourced banking operations (SLA)
Issue Management Identify, monitor and document issues and discuss resolutions;
Conducts investigations to ensure the adequacy of controls and compliance procedures.
Recommends and directs the implementation of corrective actions
Constructive communication framework with stakeholders
Responsible for tracking past, new and pending issues
Relationship Management Build and maintain effective working relationship with internal stakeholders and external suppliers at different levels, based on existing Agreements/Contracts/SLA;
Solid understanding of banking back office operations
Provides recommendations to enhance business operations and stakeholder relationship
Coordination of new business requirements, services or products
Up to date with regulatory requirements for banking, operations and outsourcing
Manage operational risk related to outsourced activities
Education requirements HBO Bachelor Business Administration or equivalent degree
Personal Strong communication skills Pro-active initiating Improvements and Change Using Information Effectively: Working with accuracy, attention to detail
Technical Monitors and updates self on changes Complies with law relating to technical area
Customer Service Skills Managing the Customer Relationship Negotiating Agreements Problem Solving and Decision Making Managing Quality
Our offer Being part of one of the largest financial institutions of the world; Competitive remuneration package (e.g. 13th month and bonus Good career opportunities for professional development in a global institution; Working in a dynamic international and multicultural environment;
Screening procedure A reference screening (minimum 2 persons) and a diploma check are part of the selection procedure. Once the candidate is selected he/she will be subject to a screening procedure conducted by the applicable authorities (i.e. VOG or 2nd Tier screening).