Supplier delivery manager

06 November Wales - Cardiff, Cardiff Perm

Overall purpose of role

Manage the end to end service provided by third party suppliers to the operational function within Barclays Partner Finance.

Key Accountabilities will include

* Effective management of the service models including transactional print, direct mail print, postage services, storage service and others
* Ensure an excellent customer service is provided by the third parties and that the service models are optimised to support Barclay's strategic objectives and ensuring contractual obligations are met
* Ensuring that outsourced operational areas across the supply chain work effectively together
* Running change initiatives into the supply base to improve customer experience, control of the cost base, including cost reduction and value creation opportunities
* Ensuring suppliers operate in control and compliance with all regulatory requirements

Relationship Management

* Establish and maintain an effective working relationship with the outsourced service provider and ensure effective engagement with all key Barclays touchpoints.
* Lead monthly service reviews and ability to challenge the day to day services activities that threaten the target customer experience whilst balancing this with the commercial needs of the business
* Build and maintain working relationships with a wide variety of people across the businesses involved in supporting the partnership including representatives of the partner company, operations, senior management, project stakeholders and third party suppliers

Decision-making and Problem Solving

* Subject Matter Expert on value chain and processes
* Manage supplier service performance and achievement of agreed service levels. Instigate actions to remedy poor performance and manage these through to conclusion
* Manage incidents, ensuring root cause analysis carried out to prevent reoccurrence
* Build and maintain a process led approach to service management. Manage processes at a detailed level
* Run and optimise demand forecasting into the supplier
* Manage the delivery of action plans arising out of the outsource service provider benchmarking and value audits
* Ensure best practice is shared and implemented where appropriate across Barclays third party suppliers

Contract Management

* Day to day management of outsourced service provider to ensure key operational performance metrics are achieved as per contractual obligations and remedial actions implemented to address poor performance
* Working with group Sourcing and/ or the supplier manager as the lead and using subject matter expertise provide key business input into: new contract set up; existing contract change; escalated commercial issue resolution
* Use expert knowledge of the value chain processes to optimise cost of the supplier service to include leading cost reduction programs and/ or change initiatives

Person Specification

The role requires a detailed understanding of operations management and service management within an outsourced model and complex supply chain

Essential Skills/Basic Qualifications:

* Proven track record of achieving targets, goals and objectives
* Experience of working with third parties, including operational management or service management to include performance management and proven delivery capabilities
* Proven ability to influence and work effectively across virtual teams and organisations at a variety of levels as well as able to take initiative and lead at an individual level
* Ability to demonstrate a proactive approach to driving continuous improvement initiatives and experience of change management
* Detailed knowledge of operations within a financial services organisation

Desirable Skills/Preferred Qualifications:

* Managing multiple suppliers to deliver an end to end service
* Experience in supplier/third party relationship management. Alternatively, a high performer with relevant transferable skills

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