AVP - SLA Management

Job description

**Role & responsibilities** Manager of BackOffice Operations TermSheet Management is responsible for the endtoend governance, creation, maintenance, and control of all termsheets that underpin the financing, arrangements. The role ensures that termsheets are accurate, compliant with internal policies, regulatory requirements and that they are effectively communicated to all relevant stakeholders (Finance, Business Units). In addition, the leader will develop a highperforming backoffice team, drive process efficiency. **TermSheet Governance:** - Create, review, and standardize termsheet templates. - Maintain a central, versioncontrolled repository of all active and historic Termsheets. - Ensure each termsheet is signed off by appropriate business SPOCS from Service providers and Beneficiary. - checks to validate the (quarterlyannual) termsheets details. - Send the validated Term sheets to Finance. **Process Management & Automation:** - Design and continuously improve the endtoend workflow for termsheet creation, approval, storage, and amendment (including automated routing and uploading in PWISE the validated TS) - Identify opportunities for RPA or ERP enhancements that reduce manual effort and increase data integrity. - Define and monitor key performance indicators (KPIs) for processing time, error rates, and compliance coverage. **Reporting & Analytics:** - Produce regular reporting for senior management on termsheet status, outstanding approvals. - Provide adhoc analyses for strategic decisions. **Team Leadership:** - Lead a team of backoffice specialists / analysts (size varies by region), set clear objectives, coaching, and develop career paths. - Foster a collaborative culture with stakeholders in finance, Business SPOC, and IT. - Ensure team adheres to servicelevel agreements (SLAs) and delivers highquality work. **Stakeholder Management:** - Act as the primary point of contact for termsheet queries and escalations. - Champion bestpractice communication between finance, legal, and operational teams to align expectations and timelines **Continuous Improvement:** - Benchmark against industry standards and best practices; embed lessons learned from audits, control testing, and regulatory reviews. - Champion a culture of continuous improvement, encouraging innovative solutions and knowledge sharing.