Job Description
Incident & Assurance Manager - 23-month fixed term contract
* Location: London, Durham, Lytham St Annes or Glasgow
* Job Type: Full-time - 23-month fixed term contract
* Salary: Competitive
A new exciting permanent opportunity has become available for an Incident & Assurance Manager to oversee supplier operational delivery, ensuring performance and service quality align with the business expectations.
This pivotal role serves as a connector, translator, and mediator among the business units, suppliers, and B2B clients, ensuring seamless service delivery and operational excellence.
Day-to-day of the role:
* Proactively manage the quality of supplier delivery, reviewing performance and identifying opportunities for continual improvement.
* Track and report on supplier SLAs and KPIs, ensuring all service metrics are met.
* Act as the main contact for resolving business incident issues among clients, internal teams, and suppliers.
* Facilitate and present at supplier/client meetings to discuss performance, operational risks, and service improvement initiatives.
* Develop and deliver an annual operational assurance plan, reporting findings to relevant stakeholders.
* Translate client requirements into actionable projects and service expectations.
* Collaborate with other Operational Delivery Managers to identify service gaps and promote effective solutions.
* Work closely with the Finance and Commercial teams to monitor and escalate supplier performance issues as necessary.
* Serve as a subject matter expert on operational processes, ensuring compliance and addressing any risks or issues within the supplier’s contractual scope.
Required Skills & Qualifications:
* Graduate degree or equivalent qualification, with a background in processing and back-office servicing.
* Significant experience in a high-volume, complex operational environment, preferably within an outsourced third-party context.
* Demonstrated ability to manage complex management information and data related to supplier management.
* Proven track record of meeting targets, building strong stakeholder relationships, and identifying business improvements.
* Excellent interpersonal and negotiation skills, with the ability to engage effectively across all levels of internal and external stakeholders.
* Experience in escalation and dispute management.
* Proficient in Microsoft Office products, with the ability to develop and present reports internally and externally.
Benefits:
* Competitive salary package.
* Opportunities for professional growth and development.
* Dynamic and supportive work environment.
Applications for this role need to be completed by 26th August.
To apply for the Incident & Assurance Manager position, please submit your CV to be considered immediately.