Key Responsibilities: Serve as the primary point of contact between NewDay and its external outsourced service partners Develop and maintain strong, performance-based relationships with outsourced service providers to ensure service-level excellence Monitor partner KPIs, conduct regular performance reviews, and implement improvement plans as needed Oversee fair customer outcomes within the services provided by outsourced service providers on behalf of NewDay Collaborate with internal teams (e.g., operations, finance, product) to ensure outsourced service providers alignment with business goals Ensure compliance with company policies, data protection regulations, and industry standards Analyse cost-effectiveness and return on investment for outsourced partnerships Proactively identify risks, conflicts, or gaps in service delivery and provide actionable solutions Delivery operational change at outsourced service providers Some UK and international travel required Skills and Experience Essential Collections experience Experience of managing third-party partnerships, preferably within the UK financial services sector Proven ability to manage contracts, SLAs and outsourced service provider relationships Strong project management and organizational skills Excellent communication, problem-solving, and stakeholder management abilities Ability to thrive in a fast-paced, evolving environment Desirable Experience in managing remote teams; on-shore and off-shore Knowledge of QA, compliance and risk management frameworks in outsourcing We work with Textio to make our job design and hiring inclusive. Permanent