Supplier Performance Manager

Sopra Steria - UK; United Kingdom; Hybrid; GBP 35,000 - 65,000

Job description

Following a successful contract win in late 2023 from one of the UK’s largest and most trusted financial service providers, we will provide both contact centre and administrative solutions to help support its 25 million customers. Specifically, we will be supporting the end-to-end customer journey, right from the moment they are looking to open an account with the provider, to the time they need to get in touch to make any amendments or close an account. Whatever the type of query, we will be there to support them in whatever way we can; either online, by phone or by post and in doing so, delivering the best experience we can. That’s where you can help...

We need someone to really drive the organisation's suppliers and their performance, to guarantee they are led optimally to support the seamless provision of quality products and services in line with contractual commitments. This includes fostering closer, more collaborative relationships with key suppliers to uncover and realise new value while reducing the risk of failure.

A thorough grasp of commercial dynamics and delivery expertise are needed to successfully orchestrate the engagement, on-boarding, performance, quality, and deliverables of critical suppliers to be able to meet obligations in the prime contract with the Customer during the complex transition and transformation phase.

Although this position is predominantly home-based, there will be team meetings at one of our offices once per month, and national travel to supplier and client sites when required. Whilst we support home working wherever practicable, with several offices across the country, you are always more than welcome to head into your nearest office for the day if you need to see another smiling face!

We want you to fulfil your potential, while you’re supported, encouraged, inspired and empowered. After all, your success starts with your wellbeing. Like the rest of the Sopra Steria Group, to say thank you for your efforts, we offer a range of benefits, including a pension, birthday leave, gym membership, free flu jabs, eye care vouchers, retail discounts and so much more.

What you'll be doing:

• Accountable for ensuring supplier services within your portfolio and their performance are run effectively in accordance with the suppliers' contractual commitments, including service level agreements and key performance indicators.
• Monitoring supplier performance on a day-to-day basis and proactively identifying risks and issues relating to supplier operational delivery, ensuring they are assessed, documented and being handled.
• Undertake regular, minuted, Performance Reviews to track supplier performance and progress in services against agreed requirements and commitments. Where there is under-performance agree remedial or improvement plans to address and monitor.
• Resolve conflicts positively, acting as a bridge between Supply Chain, SSL Operational Teams, and the Client to encourage collaboration.
• Knowledge share with the wider team of Supplier Performance Managers and other operational areas in relation to Supplier Management.
• Responsible for ensuring that all account specific Service and Governance reporting is prepared and delivered on time and accurately, contributing to both internal and Client Governance meetings and providing input into SSL Service Governance Quality Gates and updating all stakeholders of performance.
• Invoke supplier support for Incident/Major Incident management seeking and leading Root Cause Analysis, also considering reliability, maintainability and recovery as areas for improvement.
• Responsible for sharing collaborator and client feedback, suggested improvements, and lessons learned with your suppliers, fostering a culture of partnership, constructive feedback, and continuous improvement.
• Responsible for verifying Supplier invoices and working collaboratively with Finance to prepare and review monthly Account invoices/charges and financial accounts.
• Review and Approve Supplier Change Requests.

What you’ll bring:

• Established track record in Supplier Performance Management, Stakeholder Engagement and/or Project Management.
• Experience of working with centralised functions, eg Finance, Commercial, Procurement, Service Management & Governance, and regular engagement with delivery/operational teams (Business & IT).
• Post contract management skills, including performance management and dispute management.
• Understanding of contract terms and experience of handling supplier service performance to KPIs, SLAs, service credits and commercial schedules with experience of Supplier Performance Review/Remediation.
• Passionate about delivering exceptional levels of service with a proactive approach, going above and beyond to serve as a trusted adviser for all collaborators.
• Exceptional personal, listening, written and verbal communication skills are a must building and nurturing multi-level supplier and partner relationships.
• Commercially aware – understands the importance of balancing partners and business needs.
• Excels in a dynamic and evolving environment.
• Solution driven – always looks to provide solutions in an efficient and timely manner.

It would be great if you had:

• Working within a regulated environment such as Financial Services.
• Delivery/Project management experience including experience across Lean, Six Sigma practices.

If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!

Location: Home-based with regular travel UK wide.
Security Clearance Level: CIFAS
Level: 3

Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.