Service Delivery Manager, Customer Services

7 days 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
  • 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.

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