Monitor service performance against agreed-upon Service Level Agreements (SLAs), Taxonomy and Objectives and Key Result (OKR)
Establish and maintain strong relationships with external and internal stakeholders
Serve as the point of contact for issues within AP processes
Support internal and external audits
Identify areas for improvement in service quality and efficiency, provide inputs that will drive process-related investment decisions and implementation
Identify and mitigate risks that could impact service deliver, develop contingency plans
Generate regular reports and maintain accurate records of service delivery activities and performance metrics
Present performance results to relevant stakeholders in relevant governance forums (e.g. Monthly, Quarterly Business Review...etc)
Lead and mentor a service delivery team for New Verticals (both captive and outsourced)
Set clear performance expectations and provide regular feedback
Allocate and manage resources, ensure that the team is adequately trained and resourced
