Providing high quality client relationship, agency management, and contract and performance management support, at the worlds largest neutral vendor.

*Responsible for managing the day-to-day operational relationship with a 55 FTE Chennai team, ensuring SLAs and contractual agreements are adhered to, including adherence to controls and procedures. *Ensuring any service incidents are proactively managed to a resolution, escalating where necessary, and ensuring stakeholders are fully kept informed of business and customer impact. *Ensuring that any instances of operational or reputational Risk events are highlighted and dealt with accordingly, Compliance is complete and the Records Management policy is adhered to.*Worked towards putting a Quality model in place to sample and monitor delivery, addressing developmental feedback and identifying training needs, working with SMEs onshore and offshore to drive and improve knowledge and performance.

Pivotal in the Business Internet Banking and Barclays.Net helpdesk transitions from UK to Manila.