£65k per year
020 7820 7328
over 2 years ago
A financial advice charity are looking for a Service Delivery Manager to develop and support the on-going design and management of a financial advice service through the development and implementation of a partnership model framework and approach and on-going effective management of the delivery of the telephony, web chat and email distribution channels through a third party organisation.
-Managing the relationship between the organisation and the third party providers of the advice service.
-Acting as a key point of contact for the organisations relationship with contractors and promote understanding of contractor delivery with stakeholders.
-Supporting the on-going development and maintenance of channel delivery principles, objectives and requirements, including measures, key performance indicators and targets.
-Ensuring consistency of approaches, procedures, and service provisions across all suppliers.
-Negotiating with key suppliers to ensure value for money without compromising quality and business continuity within any delivery contracts.
-Maintaining an appropriate delivery option and an aligned contract at all times.
-Being the first line of contact for any risks and issues arising with relevant third party suppliers.
-Identifying opportunities for increasing cost effectiveness and efficiency of service provided by partners.
-Managing customer complaints relating to service provided by service partners.
-Developing, implementing and ensuring compliance with policies and procedures in partnership with the suppliers
-Developing and ensuring effective delivery of the web chat operating model.
-Being responsible for ensuring that customer advisors have the correct training to deliver excellent service, to manage risk and comply with relevant legislation and internal policies.
-Ensuring that effective customer feedback loops are in place
-Planning, tracking and monitoring progress and identifying and addressing any issues to ensure effective and compliant delivery of the organisation's targets.
-Agreeing contractual targets and ensuring that these are met in accordance with business requirements.
-Designing, monitoring, and reporting on KPIs, SLAs and other operational and quality metrics.
-Reviewing supplier performance against budget to determine value for money.
-Advising and working with partner organisations to develop strategies to optimise customer service.
-Presenting complex information and insights effectively to different audiences (e.g. senior management, partner organisations, customer groups etc)
-Managing the offline Service Delivery Team to ensure achievement of all KPIs, targets and objectives.
-Leading on the training, QA and protocol development agendas for the organisation in relation to offline service delivery operations
Skills and Experience required:
-Substantial expertise in managing operational services contracts including delivery of targets with proven expertise in service delivery through third partners.
-Proven expertise in pro-actively identifying and managing any potential shortfalls in performance.
-Excellent stakeholder management and customer service skills.
-Deep understanding of quality assurance techniques, compliance processes, continuous improvement and process development and a track record of delivering business improvement.
-Experience in carrying out audits and checks of third party organisations.
-Deep knowledge of budget management, target setting and performance indicators.
-Excellent influencing and communication skills.
-Excellent decision making and analytical skills.
-Ability to produce papers at senior management level.
-Ability to build relationships quickly and effectively with colleagues and 3rd party providers.
-Proven negotiation skills, the ability to work under pressure, meet aggressive deadlines, make effective decisions while maintaining flexibility and sound judgment.
-Strong IT and MS Office (esp. Excel) skills