Partner Performance Manager

Posted 9 April by Arrow Global Easy Apply

Arrow Global Group.

Established in 2005, Arrow Global specialises in the purchase, collection and servicing of non-performing loans. We identify, acquire and manage secured and unsecured defaulted loan portfolios from financial institutions, such as banks and credit card companies, as well as retail chains, student loans, motor credit, telecommunication firms and utility companies.

Debt is a more prominent and open concern in both society and the wider economy than in previous times. Customers and clients are now more empowered and expect a personalised and bespoke debt management service. Companies operating in the sector must be more customer focused by being more transparent, and delivering increasingly innovative solutions using technology and data.

We are committed to making our service more individualised and customer focused. We are a data driven business and we use our insight from over 35 million customer records across six countries to offer affordable and manageable solutions for consumers to reduce their debt in a fair, transparent and structured way. By investing in our people, expertise and market intelligence, we gain a better understanding of our customers as individuals and we continually improve the service we offer, helping them to build better financial futures.

A large and diversified European business

We are a financially strong, European regulated business operating in six different geographies, with over 1,500 colleagues and over 9 million customer accounts, delivering strong financial returns. Our Purpose - building better financial futures.

Partner Performance Manager

Due to a period of significant growth, we have an exciting new vacancy for a Partner Performance Manager. This role will be based in our vibrant Manchester office and we require an enthusiastic individual to become an integral member of our Partner Collections Department.

Overall purpose

Arrow is a leading European debt purchaser. In the UK we have both an internal collection team and a panel of 15 DCAs (Partners) who service our accounts which we've acquired from 40+ Creditors (Sellers).

The Partner Management Team manages the relationship, conduct, and performance of all the Partner on Arrow's panel.

The Partner Performance Manager provides a crucial and leading role in identifying performance trends within the external network of Partners and works with other members of the Partner Collections team to understand causes of negative performance trends and implement strategies to correct them.

The role represents Arrow Global externally and works closely with the internal collections team to benchmark performance and support their implementation of best practice.

The Partner Performance Manager (PPM) assists in the development of meaningful relationships with our servicing partners and in ensuring appropriate servicing solutions exist for all customers across the panel. The PPM supports the servicing partner in delivering positive customer engagements through the embedding of Arrow Global's Partner Management Framework. The PPM works to understand external servicing partner performance through detailed analysis of key MI and to assist the Partner Managers in driving improvements. They will also work with 1st line and 2nd line assurance teams to understand the output of their independent conduct testing programmes; they support the Partner Managers and Partners to complete and evidence the necessary remedial actions in a timely manner.

Key role responsibilities:

  • Provide analytical support to Partner Managers and Senior Partner Managers as required, and key Partner Support functions for external relationships identified as requiring specialist support in improving performance.

  • In the following areas, identify and evidence opportunities for improvement, and contribute towards these improvements (as directed by Partner Managers or Team Manager, or from own initiative):

    • Regular performance and MI reporting processes

    • Partner onboarding and operational processes

    • Partner collection activity and strategy, and their prioritisation of initiatives

    • Processes involving interactions with internal or external Partner

  • Produce or assist in producing (as directed by Partner Managers or Team Manager, or from own initiative):

    • Effective communications slides which explain a situation or problem clearly and drive engagement from its intended audience.

    • Effective tools to monitor performance of initiatives agreed with Partners

    • Effective tools to track Partner progress against performance or operational initiatives.



What you need to have

Essential

  • Can effectively communicate with both internal and external stakeholders.

  • Customer Awareness - good understanding of customer needs and demonstrates a desire to resolve issues.

  • Proficiency with the Microsoft Office suite including PowerPoint, Word and an understanding of advanced features within Excel.

  • Strong problem-solving skills and an ability to undertake root cause analysis.

  • Mathematics and English GCSE - A*- C or equivalent.

Desirabl

Reference: 34854087

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