Contract Administration and Operational Governance Lead

• 202502056

• Thane, Maharashtra, India

Role :

As the Contract Administration and Operational Governance lead, you will play a key role in the oversight and management of the ASM Outsourced service provider. In this position, you will be responsible for coordinating the commercial monitoring of the vendor and facilitating the resolution of disputes/Issues/Risks arising in the operations of the Services. This will include establishing and operating the Agreement Governance structures, Obligations & Deliverables tracking, measurement and reporting of Supplier activities in supporting the Agreement, facilitating vendor and business unit issue identification / management and coordinating problem escalation and dispute resolution.

• Primarily responsible for overseeing Contract Administration activities, including working with the Legal Department to interpret contract language, coordinate the drafting of new amendments/changes and negotiating changes to the Agreement with Service Providers, as well as coordination activities for Dispute Resolution and developing New RFPs
• Maintaining a thorough working knowledge of all aspects of the Contract Agreements
• Coordinate and facilitate the issuance of formal Notices to the Service Provider
• Managing the process for WTW requests for changes of Service Provider personnel
• Maintaining the Agreement risk mitigation plans for the Services
• Assisting the ASM Outsourcing provider in maintaining the governance processes required for the effective management of the Services
• Track supplier performance against SLAs and KPIs, recommend corrective actions, and collaborate on improvement initiatives.
• Maintain an effective relationship with Supplier commercial team(s) for effective issue resolutions.
• Act as a liaison between internal stakeholders and Service Providers, ensuring alignment on contractual obligations and governance decisions.
• Monitor Supplier’s compliance with contract terms and conditions, service level agreements, and status of critical deliverables.
• Ensure compliance with contractual terms, support audits, and complete Supplier Risk Assessments
• Facilitate timely problem resolution to minimize impact of service disruptions on WTW.
• Monitor deliverables and obligations (D&O) tracking in collaboration with Supplier
• Assist in the Interpretation of the contract as needed by the business lines
• Participate in the Governance meetings to ensure commercials are addressed as part of all decisions in governance forums
• Maintain and track a contract calendar of events to proactively trigger oversight from relevant team members for time dependant activities and meetings
• Assist the Supplier is setting up regular cadence of meetings and follow-ups to operate the agreed governance structures
• Ensure that the contract is modified as necessary to meet WTW’s evolving business needs while minimizing additional spend items.
• Provide primary interface to WTW’s business units for escalations of Contract or Governance issues.
• Understand and communicate business unit requirements for Contract or New SOW or Governance changes in the delivery of the Services in normal operations
• Provide overview of existing Contract Agreements to upcoming stakeholders and address their queries and concerns
• Provide training to stakeholders on contract terms and obligations, maintain governance documentation, and ensure timely updates.
• Assist in WTW’s internal organizational changes required in the contract
• Continuously communicate state and status of contract and governance operation to all key WTW stakeholders
• Oversee contract and governance reporting processes in collaboration with the ASM Outsourcing Supplier.
• Monitor the Supplier and WTW compliance with obligations of the Agreement.
• Identify process improvement opportunities, implement best practices, and enhance operational efficiency.
• Monitor all change activity resulting in additional expenditures to minimise cost creep
• Support the Development of business case(s) for any changes
• Assist in the leverage of the commercial levers in the Agreement

Requirements:

• 9+ years’ experience in audit, controls and/or governance roles related to technology services
• Contracts management
• Procurement processes
• Solid knowledge of the outsourcing and industry culture.
• Negotiation and problem resolution skills
• Organizational skills
• Creativity and agility in the resolution of complex multi-dimensional issues
• Planning & organizational skills
• Strong written and oral communication skills
• Appreciation for Information Technology, particularly ASM skills
• Understanding of Vendor operations and capabilities
• Understanding of the commercial structures in the outsourcing contract
• Ability to work with distributed teams and particularly associates located in different countries
• Ability to work on "virtual" teams with members from different geographic areas
• Ability to multi-task, and be mindful of deadlines.
• Self-motivated and ability to remain focused on assigned projects
• Committed to quality and continuous improvement
• Willing to work on shifting schedule
• Willing to be on-call during weekends
• Willing to work on holidays depending on the business needs.