Third Party Supplier Manager

Key Responsibilities

Supplier Relationship & Performance Management

• Act as the primary contact for operational and commercial matters with HCE, Field Services, and Trace suppliers.
• Establish governance rhythms (monthly performance reviews; quarterly strategic QBRs) with structured agendas, minutes, and action tracking.
• Negotiate and maintain SLAs, KPIs, pricing schedules, and service scopes; collaborate with Legal/Procurement on contracts and compliance clauses.
• Coordinate supplier onboarding, due diligence, risk assessments, and audits; maintain scorecards and risk registers.
• Monitor market developments and benchmark supplier performance; recommend changes to panel composition or work allocation.

Instruction Processing (Inbound & Outbound)

• Own the end-to-end process for issuing instructions (HCE writs, transfer-up packages, field visits, trace requests), ensuring validation, formatting, and secure transmission (EDI/API, SFTP, or portal).
• Ensure inbound files/results (trace reports, attendance notes, levy/writ outcomes, agent photographs/POAs) are accurately ingested into case management systems; oversee reconciliation and exception handling.
• Define and enforce data standards, mandatory fields, and document artefacts to minimize rework and accelerate cycle times.
• Partner with IT/MI to maintain integration maps, file specs, and fallback procedures; lead defect triage and release testing for interface changes.

Query, Exception & Escalation Management

• Operate a robust query management framework covering supplier and client queries, billing discrepancies, compliance flags, and service failures.
• Prioritise, track, and resolve exceptions (e.g., missing documents, incorrect addresses, vulnerability indicators), maintaining SLA transparency and root cause reporting.
• Own escalation paths for urgent matters (failed attendances, levy challenges, legal risks), providing timely updates to internal teams and clients.

Performance Management & Continuous Improvement

• Define, monitor, and report KPIs/SLA adherence; produce weekly/monthly dashboards and commentary for stakeholders.
• Lead performance improvement plans (PIPs) with suppliers; implement corrective actions, process redesign, and training.
• Drive cycle time reduction, right-first-time rates, trace hit rates, and agent effectiveness through data-led interventions.
• Champion Lean principles, SOPs, and best practice libraries across supplier types.

Compliance, Risk & Client Assurance

• Ensure supplier activities meet regulatory, legal, and client standards (FCA consumer credit conduct risk, GDPR, CSA codes, HCEOA guidance, Pre-Action Protocols).
• Safeguard vulnerable customer handling and fair outcomes within supplier workflows.
• Oversee complaint handling and produce compliance attestations and audit readiness packs.
• Maintain information security expectations and support DPIAs/ISAs as required.

Stakeholder Management & Communication

• Partner with internal teams (operations, client service, legal, finance/MI) to ensure alignment and seamless delivery.
• Support client reviews and pitches with supplier insights, case studies, and performance evidence.
• Produce clear communications—playbooks, FAQs, and guidance notes—for internal teams and suppliers.

Core KPIs & SLAs (Illustrative)

• Instruction-to-acknowledgement time: ≤4 business hours
• Instruction right-first-time rate: ≥98%
• Trace hit rate (by supplier/type, benchmarked)
• Field visit completion within SLA: ≥95%
• HCE key milestones on time
• Average query resolution time & backlog (targets by severity)
• Complaints rate & upheld ratio (downward trend)
• Data quality defects per 1,000 instructions (continuous reduction)
• Cost-to-serve / recovery yield by supplier
• Client satisfaction (CSAT) on supplier-dependent touchpoints

Skills, Knowledge and Expertise

You will:

• Possess excellent IT skills
• Proficient with Microsoft Excel, and ability to transform and remap data with Excel
• Have great interpersonal skills and be able to communicate your ideas
• Be a good problem solver
• Be able to manage own workloads, and ask for support where needed

*Disclosure will be required in the event that a position is offered.*

*Financial checks will be required in the event that a position is offered.*

Benefits

What we offer?

• Competitive salary
• Bonus potential
• Great working environment at our Derby Head offices
• Career development opportunities
• 25 days holiday plus bank holidays
• Options to buy & sell 1 week’s holiday
• 1 week’s holiday carry over
• Extra day off for your birthday
• Staff card discount scheme for local shops
• Social days and evenings on the firm
• Staff discounts on legal services