Managing Third-Party Relationships as Part of a Multi-Provider Portfolio
Enterprise as an Ecosphere—Given the increasing levels of connectivity that characterize business in the 21st century, the corresponding scale and complexity of service have also grown, with many organizations moving towards a multi-sourcing solution. But with more sourcing options, come greater responsibility; Dhruv Devnani, Director of Business Processing Services at Manulife Financial, discussed at the Canadian Shared Services Summit:
- How to develop a robust Vendor Management Program that includes policies, organization, governance processes, and tools
- Bench marking Service Level Agreements and developing service improvement action plans
- Risk mitigation
- Effective cross-vendor governance and cooperation
- Transitioning sourcing relationships
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