Assistant Manager, Document Management Unit (Outsourcing & Projects)

Job description

PURPOSE OF THE ROLE

• The role is to assist Senior Manager of DMU in leading supervisors and staffs to ensure the services provided by Document Management Unit (DMU) meet functional process owners' agreed Service Level Agreements (SLA) by monitoring the daily operations within the operations supports functions of DMU.
• The role will maintain a seamless work relationship with external vendors; ensuring vendors adhere to the MAS outsourcing guidelines and Group outsourcing requirements in dealing with our jobs assignment. This person will check invoices for accuracy in preparation of payment to external vendors, administer and request for quotations from vendors based on business requirements. He will provide training and updates to outsourced vendors.
• The role will assist functional process owners in issuing new archive boxes, retrieving documents from storage and returning them to storage. The person will ensure compliance with the company's document security and retention policy.
• The role will coordinate the order of general and business stationery for functional process owners from designated external vendors. This person will keep track of stationery procurement order in order to meet functional process owners' requests.
• The role will be leading discussion with functional process owners and functional team members to assess, review current processes and procedures and recommend changes and improvements on operations processes relating to DMU. This person will also take care service issues and recommend improvements to the functional process owners.
• The role will liaise with different departments within the organisations, develop new business processes and provide subject matter training for services requested by functional process owners. The role is to foster a team-oriented work environment with other departments.
• This person will oversee staffing which involves resource planning, skills and training, performance reviews, coaching and develop team members. The role holder will conduct regular meetings and trainings for team leaders and team members
• This person will ensure compliance with internal and external audits of the business function including the internal auditor, the MAS and others as may be necessary.
• The role will ensure business continuity of the function including the updating of Business Continuity Plan and Business Processes.
• The implementation of several enterprises and IT projects will significantly impact DMU e.g. Enterprise Email Solution, Enterprise Printing & Mailing Solution. Systems Thinking in individual and group businesses will also change the document flow and scanning requirement. Thus the person needs to have good Change Management skills.
• As DMU accountable for all business units and functions for multiple companies – Aviva Asia, Aviva Ltd, Navigator – the person needs to balance the operational needs of various entities.
• Because DMU handles very high volume of every correspondences flowing into and out of the business, there is a significant risk of sending the documents to the wrong party resulting in breach of client's confidentiality. The staffs are required to be alert not to make mistakes and the role must ensure that internal controls are in place.

DMU Operations

• Responsible for DMU daily operations and agreed SLAs are met
• Ensure operational efficiency through assess, review current process and procedures and recommend changes and improvement
• Ensure compliance with company's document security and retention policy. Assist DMU Senior Manager in internal and external audits of the mailroom function including internal auditor, MAS and others as may be necessary
• Ensure SOP of scanning and mailroom SOPs are updated timely.
• Ensure business continuity of the DMU function, includes update the Business Continuity Plan
• Handle complaint from internal and external parties arising from service lapses of DMU

Outsourcing & Vendor Management

• Take care the outsourced arrangements providing specific knowledge pertinent to compliance with Aviva Procurement and Outsourcing Standard as well as MAS Outsourcing Guidelines.
• Using Ariba system to facilitate sourcing event, vendor management and contract management
• Negotiate rates, establish service agreement and ensure the effectiveness of vendor. Achieve the required cost saving and ensure sufficiency
• Monitor process, performance and resolve issues with the vendor. Operate as part of a team to achieve departmental objectives.
• Regular meetings at least once every quarter with material outsourcing vendor to review their processes and perform sampling check.
• Check invoices for accuracy in preparation of payment to vendor
• Leading discussion with business owners and team members to assess, review the current service outsourced to leverage the expertise of the vendor for service efficiency
• Arrange training and provide updates to vendor. Site visit on monthly basis to monitor the and conduct sample check on the quality and accuracy
• Full understanding the end to end process to mitigate risk of potential regulatory breach and report any adverse findings to DMU Senior Manager for immediate action and rectification.

OUTCOMES

• To manage the vendor's performance and ability to meet the SLA.
• Use effective negotiation skills to have the cost-efficient terms for purchase of items and at each renewal
• Act as the subject matter expert to other BUs using the service of the DMU's vendor.
• Liaison person for letter-shopping to ensure vendor is able to meet the delivery timeline
• Build strong personal relationships with internal and external stakeholders.
• Prepare all the BCP documents in accordance to the critical functions in DMU. Ensure smooth completion of annual BCP exercise.
• Perform investigation of complaints raised by internal and external parties. Propose action plan to close gaps identified

KEY PERFORMANCE INDICATORS

• Work with internal stakeholders to conduct annual due diligence and ensure the completeness within the given timeline
• Tally the invoice against the job completed by vendors to ensure accuracy before sending to finance to process payment.
• Risk & issues logged in iCare are addressed before the deadline

DIRECT REPORTS / TEAM SIZE

• Direct reports: 2 Executives and 14 Officers

RELATIONSHIPS (INTERNAL & EXTERNAL)

• Internal key stakeholders
• DMU vendors

QUALIFICATIONS

• Diploma level

KNOWLEDGE/EXPERIENCE

• Min. 1 year in MAS Outsourcing Guidelines and business requirements for compliance is an advantage
• General commercial / knowledge of the MAS Outsourcing Guidelines and business requirements for compliance is an advantage
• Excellent and influencing and communication skills.
• Ability to adapt & react quickly and positively to change
• Drive, energetic and strong use of personal initiative and organisational skills
• Familiarity with core insurance and DMU operations