Following a successful contract win in late 2023 from one of\r\nthe UK’s largest and most trusted financial service providers, we will provide\r\nboth contact centre and administrative solutions to help support its 25 million\r\ncustomers. Specifically, we will be supporting the end-to-end customer journey,\r\nright from the moment they are looking to open an account with the provider, to\r\nthe time they need to get in touch to make any amendments or close an account.\r\nWhatever the type of query, we will be there to support them in whatever way we\r\ncan; either online, by phone or by post and in doing so, delivering the best\r\nexperience we can. Thats where you can help...

We need someone to really drive the organisation's suppliers\r\nand their performance, to guarantee they are led optimally to support the\r\nseamless provision of quality products and services in line with contractual\r\ncommitments. This includes fostering closer, more collaborative relationships\r\nwith key suppliers to uncover and realise new value while reducing the risk of\r\nfailure.

A thorough grasp of commercial dynamics and delivery\r\nexpertise are needed to successfully orchestrate the engagement, on-boarding,\r\nperformance, quality, and deliverables of critical suppliers to be able to meet\r\nobligations in the prime contract with the Customer during the complex\r\ntransition and transformation phase.

Although this position is predominantly home-based, there\r\nwill be team meetings at one of our offices once per month, and national travel\r\nto supplier and client sites when required. Whilst we support home working\r\nwherever practicable, with several offices across the country, you are always\r\nmore than welcome to head into your nearest office for the day if you need to\r\nsee another smiling face!

We want you to fulfil your potential, while you’re\r\nsupported, encouraged, inspired and empowered. After all, your success starts\r\nwith your wellbeing. Like the rest of the Sopra Steria Group, to say thank you\r\nfor your efforts, we offer a range of benefits, including a pension, birthday\r\nleave, gym membership, free flu jabs, eye care vouchers, retail discounts and\r\nso much more.

What you'll be doing:

Accountable\r\n for ensuring supplier services within your portfolio and their performance\r\n are run effectively in accordance with the suppliers' contractual\r\n commitments, including service level agreements and key performance\r\n indicators.Monitoring\r\n supplier performance on a day-to-day basis and proactively identifying\r\n risks and issues relating to supplier operational delivery, ensuring they\r\n are assessed, documented and being handled.Undertake\r\n regular, minuted, Performance Reviews to track supplier performance and\r\n progress in services against agreed requirements and commitments. Where\r\n there is under-performance agree remedial or improvement plans to address\r\n and monitor.Resolve\r\n conflicts positively, acting as a bridge between Supply Chain, SSL\r\n Operational Teams, and the Client to encourage collaboration.Knowledge\r\n share with the wider team of Supplier Performance Managers and other\r\n operational areas in relation to Supplier Management.Responsible\r\n for ensuring that all account specific Service and Governance reporting is\r\n prepared and delivered on time and accurately, contributing to both\r\n internal and Client Governance meetings and providing input into SSL\r\n Service Governance Quality Gates and updating all stakeholders of\r\n performance.Invoke\r\n supplier support for Incident/Major Incident management seeking and\r\n leading Root Cause Analysis, also considering reliability, maintainability\r\n and recovery as areas for improvement.Responsible\r\n for sharing collaborator and client feedback, suggested improvements, and\r\n lessons learned with your suppliers, fostering a culture of partnership,\r\n constructive feedback, and continuous improvement.Responsible\r\n for verifying Supplier invoices and working collaboratively with Finance\r\n to prepare and review monthly Account invoices/charges and financial\r\n accounts.Review\r\n and Approve Supplier Change Requests.

What you’ll bring:

Established\r\n track record in Supplier Performance Management, Stakeholder Engagement\r\n and/or Project Management.Experience\r\n of working with centralised functions, eg Finance, Commercial,\r\n Procurement, Service Management & Governance, and regular engagement\r\n with delivery/operational teams (Business & IT).Post\r\n contract management skills, including performance management and dispute\r\n management.Understanding\r\n of contract terms and experience of handling supplier service performance\r\n to KPIs, SLAs, service credits and commercial schedules with experience of Supplier Performance Review/Remediation.Passionate\r\n about delivering exceptional levels of service with a proactive approach,\r\n going above and beyond to serve as a trusted adviser for all\r\n collaborators.Exceptional\r\n personal, listening, written and verbal communication skills are a must\r\n building and nurturing multi-level supplier and partner relationships.Commercially\r\n aware – understands the importance of balancing partners and business\r\n needs.Excels\r\n in a dynamic and evolving environment.Solution\r\n driven – always looks to provide solutions in an efficient and timely\r\n manner.

It would be great if you had:

Working\r\n within a regulated environment such as Financial Services.Delivery/Project\r\n management experience including experience across Lean, Six Sigma\r\n practices.

If you are interested in this role but not sure if your\r\nskills and experience are exactly what we’re looking for, please do apply, we’d\r\nlove to hear from you!

Employment Type: Full-time, Permanent.
Location: Home-based with regular travel UK\r\nwide.
Security Clearance Level: CIFAS
Internal Recruiter: Becky Sutherland
Salary: £47-59kpa
Benefits: £5,400 car allowance, 25 days annual\r\nleave with the option to buy extra days, private medical, life assurance,\r\npension, and generous flexible benefits fund

Although this role is advertised as full-time, we believe\r\nthat flexibility at work can promote work/life balance, increase your\r\nmotivation, reduce stress and improves performance and productivity. We support\r\ndifferent ways of working and can offer a range of flexible working\r\narrangements. So, if you’re interested and need to work flexibly, we encourage\r\nyou to apply and talk to us about what might be possible.

Loved reading about this job and want to know more about\r\nus?
Our Specialist Private Sector team are experienced in a\r\nrange of different markets including Banking, Insurance, Retail, Travel,\r\nTransport and Utilities. We help our customers develop, deliver and\r\noperationalise their digital transformation strategies. We work in true\r\npartnership with our customer, gaining a deep understanding of their business\r\nand technology issues.
Our capabilities and credentials across Private Sector\r\nmarkets enable the design, delivery and management of business transformation\r\nprogrammes. We help our clients respond to changing customer demands, keep\r\nahead of the competition, and safeguard their systems from evolving business\r\nand technology risks.

The personal information we collect from you will be\r\nshared with Cifas who will use it to prevent fraud, other unlawful or dishonest\r\nconduct, malpractice, and other seriously improper conduct. If any of these are\r\ndetected you could be refused certain services or employment. Your personal\r\ninformation will also be used to verify your identity. Further details of how\r\nyour information will be used by us and Cifas, and your data protection rights,\r\ncan be found by [https://www.cifas.org.uk/fpn].