Manager SLA & SRM at Absa Group Limited (Absa)

Job Description

Contract Management: Ensure that contracts are renewed prior to their expiration date, by engaging business owners on requirements, and logging requests on Coupa. Drafting and negotiating contractual agreements in collaboration with legal and procurement teams to ensure that risks are mitigated, whilst simultaneously achieving cost savings and commercial benefits for Absa. Attending to the amendment of existing contractual agreements based on changing business needs and changes in regulatory frameworks, always ensuring that contracts are fit for purpose and compliant with prevailing laws. Attend to the periodic termination of suppliers and off-boarding processes where applicable. Assisting with RFX processes in an advisory capacity to ensure that strategic sourcing needs are met.

Supplier Relationship Management: Ensure that engagement models, exit strategies, and related due diligence is carried out and updated periodically, and that the relationships are effectively managed in line with the procurement policies at all times. Assisting with Supplier Assurance queries during audits and reviews as required from time to time.

SLA Management: Ensure the implementation of a robust service level management process including the formalised contracting of internal and external service level agreements, operational level agreements, and regular service reviews and remedial actions for poor service delivery, such as claiming service credits from suppliers and raising of breaches via group legal where required. Drafting SLAs, OLAs, and change control notes from time to time as the documents come up for renewal, or new business requirements are identified. Dealing with escalated matters from time to time, such as invoicing disputes and unresolved incidents.

Ensure appropriate governance, management information and reporting: Monitor operational plans and ensure that adequate management information is made available to measure performance against operational targets and scorecards. |Stakeholder Management: Continued pro-active stakeholder engagement and involvement on a legal, procurement, business, risk and compliance level, which may include executive stakeholders for approvals. | Query resolution: Perform detailed diagnostics and analytics in order to identify root cause problems impacting customer experience delivery and availability of the digital channels. | Team work: Forge strong partnerships within own function and collaborate across business areas, and demonstrate high level of self-awareness and ability to adapt to changing circumstances.

Education

Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)