Outsourced Operations Manager
Outsourced Operations Manager
Posted on :
07-06-2025
Employer Active
1 Vacancy
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Job Description
The role will be pivotal in ensuring good customer experience and driving continuous improvements while working collaboratively across multiple internal teams. The role will also be instrumental in ensuring we maintain Operational resiliency via our 3rd party supplier by working closely with the Head of TPRM and Operational resiliency.
Supplier Relationship & Performance Management (Material outsourcing) for Consumer Lending Business Units (Personal Loans and Motor Finance)
- Monitor daily Management Information (MI) reports from the supplier to identify any anomalies or risks and escalate issues as required.
- Maintain accurate and up-to-date supplier reporting packs that reflect the needs and priorities of the business.
- Proactively escalate concerns to leadership ensuring early visibility and resolution of emerging issues.
- Prepare and present materials to business leaders on supplier performance changes and key developments.
- Oversee supplier contract governance including adherence to key clauses renewals and compliance obligations.
- Validate monthly supplier performance reports and ensure timely distribution to relevant stakeholders.
- Cultivate strong collaborative relationships with internal partners including Strategy Risk Operations and Third-Party Risk teams.
- Manage supplier-related risk events ensuring timely action and continuous communication with appropriate risk stakeholders.
- Support the removal of operational blockers for the supplier to enable optimal service delivery.
- Complete and maintain monthly supplier scorecards capturing all significant events performance trends and notable outcomes.
- Attend and actively participate in recurring meetings with suppliers including those focused on performance conduct risk financial crime and governance.
- Collaborate with the Third-Party Risk Management team to maintain key documentation such as Exit Plans and Business Continuity Plans (BCPs) including participation in testing exercises.
- Support and execute internal or external audits related to supplier performance and compliance.
- Coordinate cross-functional stakeholders to support supplier-related initiatives and projects.
- Provide input and support for business-led operational projects and enhancements as required
- Review and validate supplier invoices ensuring alignment with internal data before approval.
- Suggest areas of improvements and plan to implement said ideas.
Change Management
- Ensure full compliance with internal change governance processes keeping all updates current in platforms such as .
- Engage with business stakeholders to assess prioritise and validate change requests ensuring clear business value before submission to the supplier.
- Work with two material suppliers to oversee the full lifecycle of change requests (CRs) from initiation through to successful implementation tracking delivery timelines resource estimates and cost implications.
- Monitor supplier adherence to agreed change commitments and delivery plans holding them accountable for delays or deviations.
- Challenge proposed costs and delivery timelines where appropriate to ensure supplier efficiency fairness and cost-effectiveness in delivering changes.
- Attend and present at Cost Committee sessions to seek approvals for high-value or complex change requests ensuring transparency and governance.
- Keep business stakeholders informed on progress and risks associated with each change facilitating workshops checkpoints and decision-making forums where necessary.
- Ensure that all change testing documentation and reporting is completed to a high standard with CRs tracked and updated from initiation through to closure.
Qualifications :
- Strong experience in managing third-party or supplier relationships with a focus on operational performance and service delivery.
- Demonstrated ability to manage change processes in a structured and disciplined manner.
- Excellent analytical and reporting skills with confidence interpreting and challenging data-driven insights.
- Knowledge of contract management risk frameworks and governance best practices.
- Strong stakeholder management skills with the ability to influence at all levels across business and supplier environments.
- Comfortable working in fast-paced high-accountability roles with multiple priorities.
- Willingness and ability to travel to supplier offices nationwide as required.
- Experience in Financial Services or other regulated environments.
- Familiarity with third-party risk frameworks and governance tools (e.g. Exit Plans BCPs).
- Exposure to project/change management tools such as JIRA or similar.
Additional Information :
Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:
- Market leading family friendly policies such as access to our Maternity Adoption and Paternity policies from Day 1 of your employment
- Free access to Headspace a mindfulness & meditation digital health app
- Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
- EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns mental wellbeing and more general queries around family work housing and health
- Cycle to work scheme
- Discounts on gym membership
- Contributory pension scheme & death in service
Your Lifestyle - Its important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when youre enjoying your leisure time.
- Minimum of 27 days holiday per year
- Option to buy or sell holiday days through our flexi-holiday scheme
- Discounts on gym membership nationwide
- Access to discounts on a range of high street and online brands
- Community support and charitable giving
Your Contribution - Were focused on rewarding those that go the extra mile in helping us achieve our goals.
- Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
- Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
Key Skills
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