Operations Officer - Offshore Governance

Role: Operations Officer - Offshore Governance
Location: Dubai

Role Purpose:

• Governance and Compliance: Establish and maintain a robust governance framework for outsourced operations, ensuring offshore activities comply with ADIB’s Outsourcing Policy, regulatory requirements, and internal control standards.

• Service Oversight and Performance: Provide end-to-end oversight of offshore service providers through structured governance controls, performance monitoring, and compliance mechanisms to safeguard service quality, operational efficiency, and risk management.

• Stakeholder and Vendor Coordination: Act as the central coordination point between internal stakeholders and external vendors, ensuring contractual obligations, service level agreements (SLAs), and regulatory expectations are met while strengthening governance practices, operational resilience, and outsourcing effectiveness.

Responsibilities:

• Monitoring vendor KPI based on contractual agreement

• Leading monthly performance review meetings with stakeholders

• Maintain minutes of meeting tracker and follow up on open actions until closure

• Monitor any open issues and escalations raised by respective onshore / offshore stakeholders to support closure

• Maintaining a weekly issues and escalations tracker for the business ensuring actions are tracked to closure.

• Participating in monthly and quarterly business reviews with the offshore supplier and senior stakeholders

• Maintaining up to date staff records

• Handle joiner, mover, leaver process for vendor resources

• Responsible for ensuring Governance and Operational rigor is in force throughout and meet audit requirements

• Ensure process is followed as defined in the Governance SOP

• Complete Control testing, KRI reporting as per Organization policy

• Review daily SLA reporting from the vendor and escalate SLA breaches to the management

• Adherence to Organization Policy & procedures

• Ensure strict adherence to the control governance framework – RCSAs, KRI

Specialist Skills / Technical Knowledge Required for this role:

• Excellent written and verbal Communication skills

• Results orientated

• Adapts readily to change in routine

• Works independently or collectively

• Ability to build effective working relationships

• Works effectively under pressure situations