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Service Delivery Manager, Customer Services

1 month ago

Epsom, Surrey, United Kingdom Toyota Financial Services, KINTO and KINTO JOIN Full time
Job Title: Service Delivery Manager, Customer Services

Join Toyota Financial Services, KINTO and KINTO JOIN as a Service Delivery Manager, Customer Services and take on a challenging role that requires strong leadership and management skills. As a key member of the Customer Services leadership team, you will be responsible for managing the relationships and services provided by all third-party suppliers and out-source partners.

About the Role

This is a unique opportunity to work in a dynamic and fast-paced environment that encourages personal development and fosters growth. You will have the chance to collaborate with different teams across the TFSUK business, gaining knowledge about a variety of sectors. In-depth understanding and experience of policies, processes and frameworks relating to effective vendor management and governance are essential for this role.

Key Responsibilities
  • Manage key supplier and outsourcer relationships, ensuring business objectives and supplier objectives remain aligned and within rules of business conduct.
  • Utilise relevant Management Information (MI) and reporting to allow for sufficient oversight of third parties in relation to quality and operational performance levels.
  • Building strong, effective, close relationships with service providers, encouraging a good customer outcome ethos.
  • Input into reviewing, maintaining, and negotiating of contracts and commercial agreements, working closely with internal procurement and legal teams.
  • Identify trends, understand findings, and share feedback on existing contract performance to get the best out of the third parties.
  • Work within a vendor management framework, creating and maintaining strong governance and controls, including invoice management.
Requirements
  • Deep understanding of the Procurement and Supplier Management Policy and Framework.
  • Minimum of 2 years experience of managing supplier performance in a large, regulated and controlled environment.
  • Experience of balancing priorities in a fast-paced, consistently changing environment to meet tight deadlines.
  • Knowledge of FCA regulations relating to outsourcing and supplier activity.
  • Awareness of Risk, Conduct and Compliance management.
What We Offer

At Toyota Financial Services, KINTO and KINTO JOIN, we offer a range of benefits, including:

  • Hybrid working pattern is 2 days in the office and 3 days from a location of your choice.
  • Access to attractive car schemes for you (& your family) for Toyota & Lexus cars.
  • Excellent pension scheme (up to 6% employee contribution and 15% employer contribution).
  • Generous annual leave of 25 days which increases with service and holiday purchase option.
  • Private Medical Healthcare (single, partner/spouse and dependent children) with Digital GP Service.
  • Group Income Protection cover with Aviva including physical, mental, and financial wellbeing services.
  • Employee Assistance Program, & Eye tests.
  • Onsite gym, Sports and Social Club, & flu jabs to keep you healthy.
  • Wellbeing hour each month and many more initiatives throughout the year to encourage a healthy mind and body, and to raise awareness and celebrate diversity, equity and inclusion.
  • Dress for your day policy to make you feel comfortable at work.
  • Eco HQ, free parking & restaurant.
  • Two volunteering days per year.
  • Reward gateway voucher discounts.
  • Flexible working scheme and we welcome flexible working conversations at interview.
  • Regular 121s with your manager, a personal development review (PReview) each quarter.
  • A wide range of learning & development opportunities including Linked In Learning courses.
  • £250 contribution towards you learning something new outside of work.
  • Annual events (e.g., summer party, BBQ & Xmas party) including Countdown to Christmas events every December – it is so much fun.
Our Recruitment Process

We value everyone and are pleased to be recognised as a Disability Confident Employer, which is a national standard that ensures our processes are accessible to all. We may use workable one-way video interviewing as part of our recruitment process. We'll provide you with some more information around this as you progress through the stages.

We will follow a 1st and 2nd round interview process with a member of HR and the hiring Manager/s. The interview will be via Teams and/or Face to Face, so that we ensure you have the best experience. The 2nd stage may involve a role play and/or presentation.

Everyone is unique, and that means what works for some may not work for everyone. When it comes to recruitment, please do let us know if we can adjust our process to be meet your accessibility needs.