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Governance Liaison/SOP Officer

Division: IT Division
Department: IT Governance

Job Summary:
The Liaison/SOP Officer is responsible for attaining maximum utilization of internal resources through daily Acting as the primary point on contact for all SOP processes, maintenance and enhancement of a SOP repository and approval system (in collaboration with assigned IT personnel), developing and conducting SOP trainings, participating in and facilitating Workgroups as well as collaborating with writer/editor staff in the development and/or review of other guidance documents and communications.

Duties & Responsibilities:
• Ensure that approved SOP’s are being followed providing assurance to the business that governance is being maintained at a procedural level
• The SOP Officer will drive development of documentation and support the activities around creating, managing, and maintaining the SOPs associated with the Bank’s internal business, 3rd party suppliers/vendors and internal and ancillary IT systems
• Review and audit evidence that SOP’s are being followed and engage in continuous review and improvement process the ensure SOP’s are fit for purpose for the Bank
• Communicate courteously with customers/colleagues and vendors by telephone and email
• Handle customer complaints in a courteous and professional manner
• Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems
• Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management)
• Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers

Minimum Qualification & Experience Required:
• Bachelor Degree in Information Systems or any related field
• Minimum 2 years of experience
• The ability to escalate issues accurately and efficiently
• Understanding of support tools, techniques, and IT Governance knowledge favorable
• Self-motivated with the ability to work in a fast-moving environment
• Excellent interpersonal and communication skills

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