Recoveries Supplier Manager

3 weeks ago

Birmingham, United Kingdom NatWest Group Full time

Join us as a Recoveries Supplier Manager  

  • If you have a passion to design, run and deliver the digital banking of the future, this could be the role for you
  • You’ll continually identify opportunities to digitise, improve and manage the customer journey to deliver increased value and an effortless customer experience
  • This is your opportunity to support the delivery of all business performance and proposition activities, making sure our customer journey runs with true commercial focus

What you'll do

As a Recoveries Supplier Manager, you’ll manage a number of key external suppliers and partners who support our unsecured collections and recoveries function from debt collection agencies to outsource partners. You'll proactively manage the performance and relationship of our key suppliers, helping to restore our customers' financial health. You'll also manage risks, governance, assurance and oversights, collating results and presenting these to the relevant forums.

Day-to-day, you’ll be:

  • Proactively managing supplier performance on metrics such as recovery rates, controls, outcomes and strategy effectiveness for unsecured recoveries
  • Facilitating regular monthly and senior quarterly performance reviews including agenda, actions and minutes
  • Monitoring competitor activity across the journey portfolio and actively identifying responses to market changes
  • Supporting the management of incidents effectively, and looking for opportunities to increase resilience within the customer journey
  • Striving to deliver a world-class customer experience and placing the customer at the heart of all we do
  • Supporting empowered decisions to deliver the prioritised digital journey backlog

The skills you'll need

You’ll be a subject matter expert in the recoveries product proposition and process design. Additionally, you’ll have knowledge of critical Agile capabilities and ways of working, as well as the ability to exercise change delivery, customer experience design, commercial management and analytics.

We’ll also expect:

  • Experience managing performance and relationships of external suppliers in the collections and recoveries industry, using data, MI and insights to manage, drive and increase performance
  • Experience building and maintaining relationships at a senior level both internally and externally
  • Competency in creating business cases and presenting to internal stakeholders with the ability to adapt at different levels
  • Knowledge and awareness of financial health and support, specifically collections and recoveries, processes, strategy and key KPIs
  • Experience of driving and delivering innovative ideas through Agile ways of working, looking at harnessing digital and technological advances that truly benefit our customers
  • The ability to identify and envision what the future of digital banking could look like
  • A proven ability to adapt to quickly changing environments
  • A talented communicator who can inspire and engage both customers and colleagues

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