Outsourcing Manager

Job Description

About the role

A dedicated, experienced individual to join the Operations function as the Outsourcing Manager.

The responsibilities of the Outsourcing Manager will be to ensure that all Scottish Friendly’s Outsourced Administration activities are performed in line with contractual and regulatory expectations and within the Scottish Friendly Risk and Control Framework. The Outsourcing Manager will manage team and ensure we are building a good relationship with all our Outsourced Partners, attending monthly and quarterly governance meetings, reviewing management information received from Outsourced Partners each month and analytically and critically review it, analytically review MI packs to identify any trends across multiple months or partners, preparation and creation of papers for the Outsourcing Committee.

To be successful as an Outsourcing Manager, you should demonstrate a persistent focus on quality, strong leadership, great analytical focus, and crystal-clear communication skills.

Key aptitudes include being well organised and able to work under pressure, with a strong drive to successfully define and deliver continuous improvement.

You will communicate concisely, clearly, and constructively with colleagues at all levels of the organisation to ensure strong engagement in outsourcing activity.

Key aptitudes include a strong drive to successfully agree and deliver business outcomes, brilliant collaboration across all functions and a relentless focus on continuous improvement. A natural attention to detail.

Key responsibilities

Outsourcing Analyst

• ensure that all Scottish Friendly’s Outsourced Administration activities are performed in line with contractual and regulatory expectations and within the Scottish Friendly Risk and Control Framework.
• establish good working relationships with OSP to allow for effective oversight and monitoring of the relationship.
• manage Incident and Breach process with the OSP to ensure all regulatory requirements are met.
• conjunction with the Partnership Manager to facilitate Governance and Relationship Meetings between Scottish Friendly and the open and closed book OSP and ensure they are scheduled in time with the correct audience.
• review current reporting requirements and develop improvements for consolidation of reporting.
• existing processes and identify areas of weakness for improvement and streamlining to industry best proactive.
• and collate the Good Customer Outcome MI from Outsourced Partners and produce MI for internal processes while identifying barriers to delivery of good customer outcomes and working with OSPs and wider Scottish Friendly teams to address these.
• areas where service improvement activities are required and actively manage these to successful conclusion with the OSPs.
• with manager to plan and prepare for Outsourcing Committee.
• closely with Procurement, Outsourcing and Facilities Manager to ensure all OSP relationships are managed in line with the Procurement and Supplier Management Framework.
• Hoc reports / tasks as requested.

Operational Resilience

• the accurate documenting of a Scenario Test Output is maintained.
• across Scottish Friendly to identify emerging Vulnerabilities and co-ordinate and track a plan for closure.
• review of Self Assessment Document.
• regular review cycle of the Process Maps.
• with manager to plan and prepare for ISBC Committee.
• with Head of Infrastructure and Security to ensure Operational Resilience continues to be fully embedded within Scottish Friendly’s BAU processes including Disaster Recovery and Business Continuity and Business Management.
• with the Change team to ensure Operational Resilience impacts are considered and fully addressed throughout the Change Management lifecycle.

Qualifications and skills

5+ years’ experience within insurance or other financial service industries with a minimum of 2 years working in Outsourced Service Providers relationship management.

Essential to have experience working within an outsourced operations environment.

Relevant experience and proven in-depth knowledge of outsourcing regulations.

Experience in continuous improvement and process development in respect to operations or outsourcing would be an advantage.

Career-focused with strong organisational and negotiating skills, outstanding interpersonal, verbal, and written communication skills who has proven experience to work with all levels of key stakeholders to deliver in both a technical and nontechnical manner.

Be both flexible and adaptable to a changing environment, while having the ability to prioritise work efficiently and effectively.

Scottish Friendly Values

We would like you to demonstrate the Scottish Friendly values in your role:

WE’RE IN THIS TOGETHER

• collaborate and value each other’s opinion
• a small team with a big impact
• support each other to thrive and grow

WE CARE ABOUT OUR CUSTOMERS

• customers are at the heart of everything we do
• committed to doing the right things for our customers
• listen to and learn from our customers

WE KEEP MOVING FORWARD

• always see change as an opportunity
• progress is based on careful management of our risks
• have the courage to test new ideas and learn from them