Partnership Manager

3 weeks ago

Bradford, United Kingdom Vanquis Bank Full time

Partnership Manager (Outsourcing)

Location:  Chatham/Bradford/Petersfield

Salary:  

Closing Date: Sunday 05 May 2024

Customer Operations Partnership Manager (Outsourcing)

Location: Chatham, Petersfield or Bradford

Working Pattern: Our working style is hybrid, but we recognise the importance of collaborative working with our colleagues often 1 to 3 days per week in one of our offices

In line with our Recruitment and Selection Policy, the Hiring Team reserves the right to close the vacancy before the closing date. We recommend, if interested, that colleagues submit their application as early as possible to avoid disappointment.

You and Your Team:

As a Customer Operations Partnership Manager you will be reporting to the Senior Operations Manager: Outsourcing. This role is part of a team that manage delivery to requisite standards by our outsourced and offshore partners. These partnerships perform a significant proportion of our Centres of Excellence’ onboarding, service, and collections activity, for all product lines. The role holder will represent our outsource partners at internal management forums and inform decision-making. 

Your responsibilities will extend beyond mere stakeholder management; you'll have a profound understanding of VBG's products and services. This comprehension is essential for identifying potential risks and ensuring that customer detriment and risk to the group is mitigated. By being well-versed in the intricacies of VBG's offerings, you'll be equipped to provide comprehensive support that safeguards both the business and its customers, whilst ensuring close alignment between VBG and its outsourcing partners.

In your day-to-day role, as a Partnership Manager you will:

Working closely with the management teams within our partnerships to further develop and improve the service we deliver, for the benefit of our customers, the partnership, and other stakeholders Working in a dynamic and fast paced environment you will be flexible to manage the demands of the customer and the business, ensuring our Outsourced partners are equipped to deal with customer demand and needs. You will have a deep understanding of customer touchpoints and journeys across VBG’s product and services to ensure you are making fair decisions to achieve the right outcomes for your customers and the business You will be in joint leadership responsibility of measuring the performance of offshore partner Key delivery role in commercial performance driving the agenda direction from Head of Centres of Excellence  Driver of operational efficiency for UK and offshore combined  Influencer of customer outcomes to regulatory standards for a large scale third party  Key influencer in delivering success of Group Operations  Responsibility for adhering to high volume SLA’s to ensure customer outcomes are achieved

What will make you stand out?

An excellent communicator, you will be able to produce written correspondence and adept at stakeholder management, whilst navigating outsourced partners and internal colleagues You are happy to challenge the status quo and look to better processes and policies to reduce customer friction and business loss. Previous experience working in operational leadership in a regulatory environment for creditor/lending Extensive experience at working in a regulated environment with the application of more recent regulatory challenges.  Proven success at relationship management, internally or externally Knowledge of financial difficulty and vulnerable customer outcomes in PFG

The interview process:

interview with the hiring manager team

Don’t hesitate to apply for a role even if you don’t meet all the criteria; your unique strengths and eagerness to learn can be just as valuable. A fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, which is why we aim to match your existing flexible working arrangements where possible.

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