Service Oversight Analyst

This colleague-level role within the Service & Customer Outcomes Oversight pillar focuses on ensuring the operational effectiveness and service performance of outsourced front and back office activities. The position involves independent oversight of service delivery, monitoring SLAs and KPIs, managing backlogs, and escalating risks to ensure customer outcomes are met. Key duties include reviewing management information, challenging third-party providers, tracking corrective actions, and supporting operational risk inputs.