Outsourcing Services Manager

OCBC Bank (Malaysia) Berhad; Malaysia; On-site; MYR 60,000 - 100,000; Full time

Job summary

OCBC Bank (Malaysia) Berhad is seeking an experienced professional to manage third-party service providers and centralized mail operations. You will ensure compliance with TPRM standards, engage with stakeholders, and monitor performance against SLAs to support secure, efficient operations.

You will collaborate with DCO, ORM, TISO, CPO, and Product owners to implement controls, conduct due diligence, and raise cases where regulatory breaches occur, contributing to the bank's risk-aware culture.

Qualifications

• A degree in a relevant field, such as business or supply chain management.
• Strong negotiation and relationship-building skills.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and as part of a team.

Responsibilities

• Managing Third-Party Service Providers (TPSPs) for services such as statement printing, personalized cheque book printing, and document archival.
• Overseeing Non‑Outsourcing Third‑Party Service Providers, specifically centralized mailroom operations.
• Ensuring compliance with Third‑Party Risk Management (TPRM) standards and reporting, maintaining accuracy and completeness.
• Collaborating with stakeholders to implement third‑party risk management controls, ensuring compliance with regulations and Bank standards.
• Presenting due diligence and risk matters to relevant risk committees.
• Monitoring and analyzing service provider performance against established service levels.
• Conducting regular SLA and performance review meetings with TPSPs to assess and enhance service delivery.
• Performing periodic site visits and BCP/DR tests with TPSPs.
• Working closely with the IT department to resolve any data discrepancies.
• Conducting External Service Providers & Vendors (ESPV) screening exercises.
• Reviewing and updating outsourcing service agreements, including preparing addendums to incorporate new mandatory clauses.
• Preparing user requirements for tender exercises prior to contract expiration.
• Conducting root cause analysis for incidents or complaints received.
• Raising cases in the Operational Risk Environment (ORE) for any reported breaches of the FSA or IFSA.
• Undertaking additional departmental roles and administrative tasks as assigned.

Skills

Negotiation skills

Relationship building

Communication skills

Analytical thinking

Problem solving

Teamwork

Independence

Education

Bachelor's degree or equivalent in business or supply chain

Job description

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.

Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future‑ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future.

We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future‑ready career. Your Opportunity Starts Here.

Job Descriptions

• Managing Third‑Party Service Providers (TPSPs) for services such as statement printing, personalized cheque book printing, and document archival.
• Overseeing Non‑Outsourcing Third‑Party Service Providers, specifically centralized mailroom operations.
• Ensuring compliance with Third‑Party Risk Management (TPRM) standards and reporting, maintaining accuracy and completeness.
• Collaborating with stakeholders (e.g., DCO, ORM, TISO, CPO, Product Owners) to implement third‑party risk management controls, ensuring compliance with regulations and Bank standards.
• Presenting due diligence and risk matters to relevant risk committees (e.g., TPRC, IRWG).
• Monitoring and analyzing service provider performance against established service levels.
• Conducting regular SLA and performance review meetings with TPSPs to assess and enhance service delivery.
• Performing periodic site visits and Business Continuity Planning (BCP) / Disaster Recovery (DR) tests with TPSPs.
• Working closely with the IT department to resolve any data discrepancies.
• Conducting External Service Providers & Vendors (ESPV) screening exercises.
• Reviewing and updating outsourcing service agreements, including preparing addendums to incorporate new mandatory clauses as required by the bank or regulatory bodies.
• Preparing user requirements for tender exercises prior to contract expiration.
• Conducting root cause analysis for incidents or complaints received.
• Raising cases in the Operational Risk Environment (ORE) for any reported breaches of the Financial Services Act (FSA) or the Islamic Financial Services Act (IFSA).
• Undertaking additional departmental roles and administrative tasks as assigned.

Who we are

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.

Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future‑ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future.

We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future‑ready career.

What we offer

• Competitive base salary.
• A suite of holistic, flexible benefits to suit every lifestyle.
• Community initiatives.
• Industry‑leading learning and professional development opportunities.
• Equal opportunity.
• Fair employment.
• Selection based on ability and fit with our culture and values.
• Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.

Qualifications

• A degree in a relevant field, such as business or supply chain management
• Experienced executive, at least 3 years of experience in a supplier relations or outsourcing role
• Strong negotiation and relationship‑building skills
• Ability to work independently and as part of a team
• Strong analytical and problem‑solving skills
• Excellent communication and interpersonal skills