Service Delivery Manager, Customer Services

2 weeks ago

Epsom, Surrey, United Kingdom Toyota Financial Services, KINTO and KINTO JOIN Full time
About the Role

We are seeking a highly skilled Service Delivery Manager, Customer Services to join our team at Toyota Financial Services, KINTO and KINTO JOIN. As a key member of our Customer Services leadership team, you will be responsible for managing the relationships and services provided by all third-party suppliers and out-source partners.

Key Responsibilities
  • Day-to-Day Management: Oversee the services provided by suppliers, engaging internal and external stakeholders to ensure seamless delivery.
  • Performance Oversight: Utilize Management Information (MI) and reporting to monitor third-party performance, identifying areas for improvement and implementing corrective actions.
  • Relationship Building: Foster strong, effective relationships with service providers, promoting a customer-centric ethos and driving business outcomes.
  • Contract Management: Collaborate with internal procurement and legal teams to review, maintain, and negotiate contracts and commercial agreements.
  • Trend Analysis: Identify trends, understand findings, and share feedback on existing contract performance to optimize third-party relationships.
  • Governance and Controls: Work within a vendor management framework, creating and maintaining strong governance and controls, including invoice management.
What You'll Gain
  • Dynamic Environment: Work in a fast-paced, dynamic environment that encourages personal development and fosters growth.
  • Collaboration: Collaborate with different teams across the TFSUK business, gaining knowledge about various sectors.
  • Vendor Management Expertise: Develop an in-depth understanding and experience of policies, processes, and frameworks relating to effective vendor management and governance.
  • Supportive Work Environment: Enjoy a supportive work relationship with line managers and fellow team members.
Requirements
  • Procurement and Supplier Management Policy: Deep understanding of the Procurement and Supplier Management Policy and Framework.
  • Supplier Performance Management: Minimum of 2 years experience of managing supplier performance in a large, regulated, and controlled environment.
  • Prioritization: Experience of balancing priorities in a fast-paced, consistently changing environment to meet tight deadlines.
  • FCA Regulations: Knowledge of FCA regulations relating to outsourcing and supplier activity.
  • Risk Management: Awareness of Risk, Conduct, and Compliance management.
What We Offer
  • Hybrid Working: Enjoy a hybrid working pattern with 2 days in the office and 3 days from a location of your choice.
  • Attractive Car Schemes: Access to attractive car schemes for you and your family for Toyota and Lexus cars.
  • Pension Scheme: Excellent pension scheme with up to 6% employee contribution and 15% employer contribution.
  • Annual Leave: Generous annual leave of 25 days, increasing with service, and holiday purchase option.
  • Private Medical Healthcare: Private Medical Healthcare for you, your partner/spouse, and dependent children, with Digital GP Service.
  • Group Income Protection: Group Income Protection cover with Aviva, including physical, mental, and financial wellbeing services.
  • Employee Assistance Program: Employee Assistance Program, and Eye tests.
  • Onsite Gym and Sports Club: Onsite gym, Sports and Social Club, and flu jabs to keep you healthy.
  • Wellbeing Initiatives: 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: Enjoy a dress for your day policy to make you feel comfortable at work.
  • Eco HQ and Free Parking: Eco HQ, free parking, and restaurant.
  • Volunteering Days: Two volunteering days per year.
  • Reward Gateway Voucher Discounts: Reward gateway voucher discounts.
  • Flexible Working Scheme: Flexible working scheme and we welcome flexible working conversations at interview.
  • Regular 121s and PReview: Regular 121s with your manager, and a personal development review (PReview) each quarter.
  • Learning and Development Opportunities: A wide range of learning and development opportunities, including LinkedIn Learning courses.
  • £250 Contribution: £250 contribution towards your learning something new outside of work.
  • Annual Events: Annual events, including summer party, BBQ, and Xmas party, including Countdown to Christmas events every December.

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