Outsourcing and Operations Manager

We’re seeking an experienced and delivery focused B2B Relationship Manager to have the overall responsibility for managing supplier performance for VWFS Savings Bank’s outsourced functions. You will report directly to the Chief Deposit Officer providing cross functional support for shared service resources and the financial and operational performance of the bank’s outsourced partner.

This is a pivotal role in ensuring the development and delivery of operational deposit taking, maximising value from key partnerships and keeping key stakeholders informed and engaged through the provision of data, information and intelligence.

About the role

As the Outsourcing and Operations Manager, your key responsibilities will include:

  • The overall management of third party suppliers to the bank, notably the outsourced partner (a BPO), VWFS UK and VW Bank GmbH including managing contractual agreements.

  • Ensuring the outsourced activities are performed in line with the PRA, FCA and other legal and regulatory standards and global corporate guidelines set by VWFS HQ.

  • Creating and continuously improving a supplier management framework including defined service levels, performance metrics, change requests and reporting,

  • Assessing and supervising the standard of performance of all service providers in line with service level agreements (SLAs) including challenging underperformance and escalating issues and risks.

  • Monitoring significant budgetary controls for each of the supplier relationships.

  • Accountability for purchasing management for the bank in line with Procurement policy and the process and management of all supplier tender and re-tender processes.

  • Producing and regularly reviewing a service improvement programme for the outsourced activity and organise and direct any change management activities.

  • Acting as the primary point of escalation for bank stakeholders and the outsourced partner and being responsible for managing all escalations through to effective resolution.

  • Regularly visiting supplier sites to build effective relationships, conduct regular reviews and monitor performance.

About you

To be successful within this position you will have;


  • Experience of successfully carrying out supplier management activity for a substantial (£1M+) contract in a BPO/ITO B2B environment.
  • Track record of effective supplier/client relationship management and key stakeholder engagement.

  • Demonstrable negotiation and influencing skills, with the ability to influence decision-makers (to Director/Board level).

  • Strong focus in operational delivery with proven results.

  • Track record of continuous improvement across multiple business areas and supplier landscapes.

  • Experience of centralised coordination for a department/function.

  • Strong written and oral communication skills with the ability to present complex data and arguments in ways that are accessible to everyone.

  • A tenacious and assertive approach with focus and determination to deliver.

  • High level of motivation, flexibility, drive and personal commitment.

  • Desirable

  • Educated to degree level in a business discipline, or equivalent experience.

  • Previous experience in financial services, automotive finance or retail consumer finance.

  • Working knowledge of commercial and contractual procurement processes and procedures.

  • Understanding and experience of the relevant regulatory requirements.

About Us

We pride ourselves on having a truly distinctive company culture. It’s not what a lot of people expect, because VWFS is an informal, collaborative, really diverse place to be. Of course, we’re professional and ambitious too - but that’s why going Beyond Expectations really means something to us. We not only go beyond expectations for our customers, but we go beyond expectations for our people too, in the development, opportunities, rewards and work-life balance we offer.

Our Benefits

As well as working in our state of the art head office, you will be entitled to a generous benefits package including Company car from an extensive range of Group brands, fuel card covering personal and business mileage, generous pension scheme, private healthcare, free on-site parking, fantastic holiday entitlement and much more!

Required skills

  • BPO
  • Outsourcing
  • Partnerships
  • Relationship Management
  • Service Level Agreements

Reference: 34822365

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