Operations Officer - Offshore Governance

Role Overview

The Operations Officer responsible for Offshore Governance will be stationed in Dubai and will play a key role in establishing and sustaining a comprehensive governance structure governing outsourced operations. This role ensures that all offshore activities adhere strictly to ADIB’s Outsourcing Policy along with regulatory and internal control benchmarks.

Primary Duties

• Implement and uphold a strong governance framework that aligns with outsourcing policies and compliance regulations.
• Oversee offshore service providers comprehensively through structured governance, continuous performance tracking, and compliance checks to ensure superior service quality, operational efficiency, and risk mitigation.
• Serve as the pivotal link coordinating between internal departments and external vendors to enforce contracts, service agreements, and regulatory standards while enhancing overall governance, operational resilience, and outsourcing effectiveness.
• Manage vendor Key Performance Indicators (KPIs) in accordance with contractual agreements.
• Lead regular monthly meetings to review performance with all relevant stakeholders.
• Document meeting minutes meticulously and manage follow-up actions until resolution.
• Track and monitor open issues and escalations raised by both onshore and offshore partners to facilitate timely resolutions.
• Keep an updated log of business-related issues and escalations with actionable follow-up until closed.
• Actively participate in monthly and quarterly business reviews involving offshore vendors and senior management stakeholders.
• Maintain current records of staff and handle personnel transitions including onboarding, internal moves, and offboarding of vendor resources.
• Ensure governance and operational discipline to satisfy audit standards and make certain all processes conform to the Governance Standard Operating Procedures (SOP).
• Conduct control testing and Key Risk Indicator (KRI) reporting aligned with organizational policies.
• Review daily vendor Service Level Agreement (SLA) reports and promptly escalate any breaches to management.
• Adhere rigorously to organizational policies and procedures throughout all activities.
• Uphold the control governance framework, including Risk and Control Self-Assessments (RCSAs) and KRI monitoring.

Essential Skills and Knowledge

• Strong verbal and written communication capabilities.
• A results-driven mindset focused on achieving goals.
• Flexibility and adaptability to changing routines and environments.
• Ability to function both autonomously and collaboratively within a team.
• Competence in fostering effective working relationships.
• Resilience and composure when working under pressure.