Operations Officer - Offshore Governance

Role Overview

Operations Officer - Offshore Governance at ADIB in Dubai.

Role Purpose

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. 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. 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.

Key Responsibilities

Governance and Compliance

• Ensure governance and operational rigor is in force throughout and meet audit requirements.
• Ensure processes are followed as defined in the Governance SOP.
• Complete control testing and KRI reporting as per Organization policy.
• Ensure strict adherence to the control governance framework, including RCSAs and KRI.
• Ensure adherence to Organization Policy and procedures.

Performance Monitoring

• Monitor vendor KPIs based on contractual agreement.
• Review daily SLA reporting from the vendor and escalate SLA breaches to management.
• Lead monthly performance review meetings with stakeholders.
• Participate in monthly and quarterly business reviews with the offshore supplier and senior stakeholders.

Issue and Escalation Management

• Monitor any open issues and escalations raised by respective onshore and offshore stakeholders to support closure.
• Maintain a weekly issues and escalations tracker for the business ensuring actions are tracked to closure.
• Maintain minutes of meeting tracker and follow up on open actions until closure.

Vendor and Resource Management

• Handle joiner, mover, and leaver processes for vendor resources.
• Maintain up-to-date staff records.

Skills & Competencies

• 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.