Cec Supplier Operations Manager

Contract Type:

Role: Supplier Operations Manager

Location: Bedfordshire, Hybrid 3/2 split – business need dependent

Salary: Starting salary £50,000 per annum (DoE) plus car allowance or electric company car

Benefits:

• 25% company performance related annual bonus
• Excellent workplace pensions contributions up to 5% employee / 10% employer
• Private healthcare – family cover
• Subsidised onsite restaurant and Costa coffee
• Free onsite parking

Role type: Full time office hours.

Travel requirements: Business need; to travel to supplier sites.

Job Summary

Reporting directly into the Head of Customer Experience, the Supplier Operations Manager is responsible for managing the relationships and performance of our outsourced contact centre partners ensuring we maximize value, efficiency, and customer experience.

This role will lead the design and implementation of the CEC’s outsourcing strategy for new and existing partners (e.g. change in target operating model, identification of new outsourced partners, RFP management and contract negotiation). They will own the day-to-day relationship with our partners, managing operational escalations between teams - ensuring they are resolved as quickly as possible.

This role will lead outsource related projects and initiatives that involve multiple teams and stakeholders and ensuring teams’ focus on delivering against key goals or objectives. As a senior member of the CEC leadership team, you will support creation and implementation of operational strategy, organising and tracking equipment and managing other aspects of the call centre’s daily operation.

This role may involve taking on other tasks within the CEC, such as delivering change initiatives, which you will be able to embrace without the requirement for structure and process, delivering with clear and meaningful output in a style appropriate for the intended audience. You will be able to present work in a variety of formats such as presentation, face to face dialogue, video conference, to a wide range of stakeholders.

About you:

We are looking for an operations or supplier manager who is highly experienced in managing relationships and performance of outsourced suppliers, preferably from a contact centre industry.

You will have experience of contract management, negotiation, running RFQ’s/RFP’s and supplier selection processes while dealing with procurement and legal teams.

Although this role does not have direct reports, due to the nature of the outsource partners, there is a responsibility for up to 70 FTE strong workforce, plus management staff, therefore you will be an effective leader with the ability to communicate well, listen to feedback and be prepared to provide solutions when KPI’s are not being met.

You will be detail and action orientated with experience of leading cross functional projects and take personal accountability for the quality and accuracy of your work. Continuous improvement will be at the forefront of your mind, and you will have strong ability to challenge the norm; to influence and implement change.

Key Attributes:

• Good organisational skills and able to prioritise workloads.
• Able to foster strong working relationships with staff and senior management.
• Very good communication and interpersonal skills.
• Passionate about people and their development.
• Attention to detail.
• Conscientious, reliable and self-motivated.
• Helpful and approachable, sensitive to confidentiality issues.
• Open and trustworthy.
• Enthusiastic with a positive, can-do attitude to work.
• Able to work co-operatively with others to complete tasks and implement process.

Living Our Values

Our Values are our DNA and underpin everything we do by shaping how we interact with our people, our partners, and our customers.

Caring – we care about what matters to our people, customers, partners, and communities and this is reflected in our work.

Genuine – we create an environment where people can be themselves. We deliver on our promises and are hones, fair and trustworthy in everything we do.

Collaborative – we engage each other, we support and trust each other, and we deliver as one team.

Driven – with courage and determination, we take ownership to deliver and find new ways to grow the business and ourselves in a sustainable way.

Interviews and assessments for this role have been provisionally booked for Thursday 25th of January.