PRIMARY PURPOSE OF THE SPM TEAM and ANALYST ROLE
The Service Provider Management team has responsibility for management of critical service provider relationships within Global Investment Operations, where the services provided are essential to the uninterrupted performance of a critical business process and have direct impact to client services or the firm’s reputation.
PRINCIPAL RESPONSIBILITIES
Oversight and Performance Management Support: Supports Investment Operation’s strategic service provider oversight program to ensure the effective delivery of services and management of operational, regulatory / compliance and reputational risk. Supports SPMs in Investment Operations in the execution of oversight and monitoring activities. Specifically, this role:
• Participates in and supports SPMs in the negotiation and implementation of detailed service level agreements (SLAs) and monitors ongoing adherence to the terms of such agreements. Coordinates periodic reviews of the SLAs and updates as required
• Develops and reviews metrics across all service providers
• Billing process and oversight across key service providers
• Access administration – support the onboarding and offboarding of core vendor platforms
• Coordinates and supports SPMS in regular on-site due diligence
• Monitors service delivery trends and evaluates service provider performance issues
• Participates in regular service review meetings with service provider representatives
• Participates in periodic review of client service provider oversight activities
• Supports the RFP process for selection of service providers for new and/or existing services when required by firm policy or general business practice. Reports on assessment and RFP results in an efficient and effective format for management consumption
QUALIFICATIONS
Required
• College degree and 2 years of related work experience, or
• Associate degree and 4 years related work experience, or
• High School diploma/equivalent and 6 years related work experience
• Ability to document and track data for business level consumption of SP services
• Self-motivated and self-reliant
• Strong analytical, oral, written/documentation and presentation communication skills
• Core Microsoft office toolset
Preferred
• 5 years of financial services industry experience, preferably within Asset Management
• Any vendor management experience providing support or oversight
• Ability to identify performance trends and solutions to prevent future issues