Outsourced Operations Relationship Manager

We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life. Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it’s the people inside and outside our business that power us. They make us stand out, help us succeed. We’re ambitious. We’re growing. We’ve won awards. We are dedicated to providing exceptional customer journeys. Our commitment to innovation and customer satisfaction drives everything we do.

We are looking for a dynamic and experienced Outsourced Operations Relationship Manager to join our team who can help us continue to exceed our customers' expectations. You’ll be responsible for directly interfacing with our Retail Operations outsourced partner, managing the day-to-day delivery of objectives and KPIs whilst supporting the Head of Retail Operations in managing the relationship with our outsourced partner.

Please note: Travelling overseas will be required at least once per quarter to our South African outsourced partner for at least one month each quarter.

Core skills we’re looking for to succeed in the role:

• Communication: Effective verbal and written communication are crucial for managing client relationships and ensuring clear, consistent interactions.
• Analytical: Analysing operational outsourced data to understand business needs, preferences and behaviours is key.
• Problem-solving: Ability to quickly identify issues and develop effective solutions is key to maintaining strong working relationships.
• Relationship management: Building and maintaining strong relationships with stakeholders ensures ongoing support and collaboration.

Could you fit the bill? We’re big on working flexibly – when you are not travelling to collaborate with our outsourced provider overseas you’ll spend most of your time working from home, with occasional visits to our Haywards Heath office. But of course, it’s your choice - if you prefer to be in the office more - that’s good with us too.

What’s involved:

• Manage the day-to-day relationship with Retail Operations outsourced partner.
• Support the definition and delivery of outsourcing / supplier strategy for Retail Operations.
• Manage high-level operational goals and objectives and work through how to achieve these across the Retail Operation.
• Be accountable for delivering the plan to maximise performance of the outsourced operation.
• Be the operations expert on outsourcing and work with senior stakeholders to execute plans.
• Act as the key contact for senior supplier management/escalations, including risk management, governance and engagement.
• Oversee daily performance, supporting the optimisation of our outsourced partner, driving good customer outcomes.
• Drive forward our strategic roadmap and ensure the highest standards are met in the Retail Operation.
• Ensure contractual conditions are being adhered to daily.
• Manage against the relevant Risk and controls whilst partnering with 1st / 2nd LOD ensure these are fit for purpose to manage risk exposure.
• Identify and deliver mutually beneficial opportunities with suppliers that deliver value for them and First Central.
• Manage the priority deliverables and collective initiatives with our outsourced partner.
• Provide comprehensive support to the Head of Retail Operations and wider team across all objectives.
• Embed a culture and values with our outsourced colleagues to ensure colleagues are engaged and their wellbeing is prioritised.
• Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times.
• Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times.
• Any other reasonable duties.

Experience & knowledge:

• Extensive experience in working with outsourced partners and contact centre operations, including offshore.
• Proven experience in operational function at a management level.
• A strong understanding of customer experience and contact centre operations, including industry best practice.
• Knowledge of projects, Agile and continuous improvement methodologies.
• Capable of translating complex information into potential operational impacts and actions.

Skills:

• Strong analytical skills, the ability to identify problems and find effective solutions.
• Excellent communication skills at all levels.
• Outcome driven with the ability to perform under pressure.
• Flexible in approach and comfortable with both teamwork and independent working.

Behaviours:

• Ambitious in your work and desire to provide excellent outcomes for the customer and our business.
• Collaboration with colleagues from our business and partners to deliver our company objectives and KPIs.
• Agility to adapt in a fast-paced and energetic company to extract optimal value.
• Ownership of your role and the delivery of our team objectives.
• Self-motivated and enthusiastic.
• An organised and proactive approach.
• Strives to drive business improvements to contribute to the success of the business.

What can we do for you?

People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full. Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.