Duties and Responsibilities
· Execute business-as-usual (BAU) operational activities related to local courier services fulfilment for SPS client’s stakeholders in an efficient & effective manner that enables operational resiliency, builds positive workplace experience thereby stakeholders’ satisfaction & confidence in Integrated Workplace Management and Corporate Real Estate Services
· Ensure compliance with the Bank’s cost controlling policies and guidelines by exercising due diligence in execution of responsibilities in relevant workflow stages payment processes for local courier services expenditures
· Validate periodic invoices, actual demand data reported by vendors, process relevant data inputs in standard excel templates for submission to Finance- Accounts Payables for expenses charge-out & payments processing (minimize aging outstanding payments and enable accuracy of financial accounting)
· Collect data and perform data analytics on actual demand (volume and spend) as well as payment status to enable contribution to periodic financial activities related to accruals and budgeting of local courier services expenditures at enterprise level
· As primary first level operations in-charge to attend to user queries and assist with requests if required, provide guidance to users on procedures to request for local courier service
· Drive consistency and enable user self-help/ service where applicable, leveraging on digitalization where possible, to reduce SPS client’s intervention in local courier service fulfilment workflows, thereby enabling optimised operational support
· Support SPS’s initiative to automate operational procedures, e.g. implementation of single digital platform for submission of requests to enable next workflow processing till fulfilment by the local courier services vendors
· Establish and maintain category specific procedures, user-guides, product/ services catalogues and channel users to adopt self-help resources on collaboration channels such as SPS client’s intranet
· Ensure submission of monthly service performance / SLA reports by the local courier vendors; monitor performance and report on trends and engage vendors to address any observations
· On-going monitoring of third-party service partners’ performance to ensure consistent delivery of services to agreed service level agreements and budget
· Collaborate with stakeholders to resolve issues/ incidents related to local courier service delivery in a manner that demonstrates accountability and ownership, and achieves assurance
Vendor Management & Risk Assurance
· Complete compliance mandatory trainings and conduct of day-to-day responsibilities in a manner that demonstrates alignment with the Bank’s focus on risk culture.
· Proactive tracking and ensure timely escalation of operational risk incident or issues; mobilise support and ensure follow-through actions as required or as may be directed by management; ensure adherence with SPS client’s incident and action plans reporting guidelines
