Design communication plan for all incident types. Include plan in service level agreements
Implement real-time interface for incident management with Audio, Video and Text capabilities.
Implement ticket management systems / processes
Onboard partners on TMS and communications platforms.
Design KPI gathering and storage architecture
Implement performance and availability gathering mechanisms, plug into reporting module, publish over APIs if feasible.
Setup visual aids and triggers for alerts
Document incident management plan with clear operational processes to meet SLAs, align with communication plan.
Keep an open register of incidents and categorize per type, log each occurrence.
Track and report incident and resolution occurrences
Escalate recurring incidents to problem management
Keep lessons learnt and knowledge base repositories
Document business continuity plans, detailing processes, responsibilities and redundancies provided. Ensure detailed steps are enumerated and design to meet SLAs.
Schedule review and failover activities for the year
Track results and problems
Inaugurate a problem register detailing issue type, date, symptoms, stop-gap, resolution plan and dates
Institute change register maintenance and change management process and owned by appointed Change Advisory Board members
Ensure change notification schedules are implemented as recommended and employ technology tools where possible.
Design reporting templates and systems, and plug-in to data sources. Note recommended report data
Ensure reports are segmented per participant
Automate reporting where possible.
Accounting & Financial Management
Capture billing arrangements within business/service contracts.
Design and document accounting procedures to provide clarity between operations, accounting and business management personnel.
Create process for updating this process with new products/services
Adhere to guidelines regarding switching operations.
Ensure inter-participant settlement operations are clearly defined to amounts, timing, defaults, overdrafts etc.
Implement systems to track & maintain required SLA
Implement consumer interfaces for raising and communicating updates on disputes
Design and operationalize inter-participant dispute management processes.
Train operational personnel for Open Banking related disputes and procedure handbook to guide action.
Design and operationalize fraud management processes
Establish legal and business framework for treating liabilities
Implement controls to ensure compliance at all levels