Job Title: Supplier Performance Manager
Job Purpose:
The Supplier Performance Manager (SPM)will be responsible for understanding trends and analysing of data, to effectively manage and drive the performance of a selected number of suppliers within our supply chain. The suppliers may include building contractors, surveyors, disaster management and other specialist companies undertaking works for the MA Group.
This is an 'in-the-field' operational role which requires the proactive performance management and auditing of the supply chain in order to achieve the highest levels of customer service, safety and the best financial outcome for our clients.
The SPM will embed in their suppliers an ethos of continuous improvement using objective feedback driven by data as well as subjective feedback from the business. In turn developing relationships and engagement within the supplier senior management to agree best practice strategies to achieve excellent service delivery for our customers and clients.
The role is pivotal to the MA Group's reputational and commercial success and is therefore vital to ensure the operational requirements are matched by the supply chain capabilities and performance.
Key Responsibilities:
Develop a thorough understanding of the legal contract between the company and its supply chain.
Using data and feedback, drive continuous performance improvements with your suppliers. Create and promote the highest levels of supplier engagement and collaboration using skills and leverage.
Utilise strategic management tools when appropriate, such as:
* Coaching
* Training and development techniques
* Presentation of relevant performance data (particularly customer satisfaction and cost information) at structured performance review meetings
* Work with all stakeholders to drive swift resolution of complaints, EoDs, and issues following agreed processes, always aiming for service recovery and protection of MA Group and clients' brands.
* Use data and feedback to develop and implement action plans to improve supplier performance, closely monitor improvements until agreed sign-off, and communicate outcomes to the wider business.
* Instigate and manage any financial recoveries from suppliers in line with contractual agreements and processes.
* Undertake site and case file audits as required to provide qualitative performance of suppliers.
* Cascade MA Group and its clients' vision, strategy, and values to ensure understanding, compliance, and enthusiastic adoption by all colleagues and employees of suppliers delivering the service to the customer.
* Provide oversight of all supplier repairs to ensure customer satisfaction, repair quality, service level, and cost objectives are met.
* Act upon any issues identified by third-party audits.
* Manage agreed projects.
* Take ownership of complaints to ensure swift resolution with the buy-in of the respective supplier. Undertake site visits where requested and provide technical direction to aid resolution of any issues.
* Attend Supply Chain, Operational, and Performance Management meetings, as well as monthly trips to the head office in Aylesbury, to foster positive working relationships with other departments.
* Produce and deliver presentations, data, and reports on a weekly, monthly, and quarterly basis as required for meetings and business updates.
* Develop and foster excellent relationships locally with client representatives such as Loss Adjusters, Project Managers, and Surveyors, and generally support the management team to secure new business with existing and new clients.
Responsibilities and Outputs
* Drive continuous improvement of your allocated suppliers.
* Use data to inform and undertake regular performance reviews with suppliers, capturing key actions in an action plan.
* Agree, implement, and manage performance improvement plans with suppliers through to completion.
* Train and coach suppliers to deliver an enhanced customer-centric service while achieving SLAs.
* Manage complaint escalations to deliver the correct outcome.
* Produce regular reports on regional performance of suppliers, detailing key actions taken and planned.
* Undertake site and desktop/file audits of suppliers and produce timely reports/action plans to drive improvement using learning.
* Deal effectively with terminations and administrations of suppliers to protect the interests of the company.
* Attend and represent the company and region in client meetings as requested.
* Effectively manage capacity and quality of the supply chain.
* Apply company procedures consistently.
* Carry out any other task or duty reasonably requested by or on behalf of the business.
Skills & Competencies
* Ability to understand and interpret data and feedback on supplier performance.
* Knowledge of building construction and remedial schemes, including repair techniques and costs.
* Understanding of surveying and costing methods employed within the building industry.
* Thorough understanding of the Agreement for Services contract, including obligations and rights of the parties.
* Demonstrates understanding of risk management principles (financial and reputational), applying common sense and experience.
* Ability to analyse a supplier's management structure and identify key influencers to achieve satisfactory outcomes for MA Group's work.
* Understanding of scoping methodologies in line with client liability and philosophy.
* Experience in supply chain management.
* Knowledge of UK Health and Safety legislation, particularly CDM, with emphasis on building site safety and responsibilities.
* Achieved or working towards the CII Foundation Award to demonstrate knowledge of insurance principles, liabilities, and policy cover.
* Confidence and experience in solving complex disputes.
* Highly developed written, oral, and interpersonal communication skills.
* Demonstrates professional and effective levels of communication at senior level.
* Clear commitment to a customer-focused approach and to building effective business relationships.
* Excellent report writing skills.
* Flexibility and willingness to travel within the UK (full, clean driving licence required), with the possibility of occasional overnight stays away from home.
Certification:
* Full UK Driving Licence
Benefits Package
Commensurate with experience and industry norms.
* 22 days annual leave increasing up to a maximum of 25 for time served
* Company car allowance
* Company Bonus Scheme
* Company Pension
* Access to various training platforms
* Flexible working options including remote working
* Employee assistance programme
* Opportunities for professional development