Senior Specialist CCS and Voice

Vendor Review Management – Key Areas

1. Relationship Summary and Key Updates

1. High-level summary of the partnership
2. Major events/changes since last quarter
3. Organizational or leadership changes
4. Escalation Matrix

2. Performance Review

a. SLA and KPI Analysis

1. Service uptime and availability
2. Response and resolution times
3. Quality metrics (accuracy, error rates, defects)
4. TAT adherence for deliverables
5. Outages/Operational Risk Events – Major/Minor
6. Resources deployed (by tower, by skill levels (L1, L2, L3), Actual vs PO)

b. Volume and Usage Trends

1. Transaction volumes/TPS/Utilization
2. Support tickets (with ageing and top ticket category analysis)
3. Consumption vs forecast

3. Risk, Compliance and Security Review

1. Regulatory compliance updates (RBI, NPCI, PCI-DSS, etc.)
2. Data privacy adherence
3. Information security posture
4. Outstanding audit findings
5. Business Continuity and Disaster Recovery
6. Third-party Risk Assessment updates

4. Financial Review

1. Spend vs forecast
2. Pending Invoice payments (with ageing)
3. Cost optimization opportunities

5. Innovation and Continuous Improvement

1. New capabilities, product roadmap, and enhancements
2. Automation or efficiency opportunities/AI adoption
3. Industry best practices
4. Potential POCs or pilots

6. Issue Log Review and Action Progress

1. Review of open issues/risks
2. Status of previous action items
3. Escalations and resolutions

7. Strategic Alignment and Future Planning

1. Upcoming initiatives and projects
2. Release Calendar
3. Capacity planning
4. Demand forecasts
5. Contractual considerations (renewals, adjustments)