Job Summary
The Contract & Performance Manager is responsible for leading the oversight and governance of service delivery performance and commercial management for outsourced operations delivered by WNS. The role ensures that services are delivered in line with agreed SLAs, KPIs, quality standards, customer outcomes, and contractual commitments.
While the role operates at an oversight level, it requires strong practical experience of supplier management, enabling the postholder to apply informed judgement, provide credible challenge, and interpret performance and commercial data in the context of real service delivery.
The postholder maintains the contract baseline and plays a key role in ensuring that supplier performance is effectively evidenced, scrutinised, and managed through robust governance, operational insight, and performance reporting. They ensure that emerging risks, performance issues, and delivery challenges are clearly understood and addressed through appropriate governance channels.
The role is also responsible for commercial oversight activities, including billing validation, service credit assessment, contract compliance, and supporting change control. This includes reviewing and challenging supplier inputs, applying an understanding of operational delivery models and commercial drivers.
Working in close partnership with the Performance Analyst, the postholder provides analysis and insight to interpret performance trends, assess root causes, and identify opportunities for service improvement, ensuring that insight is grounded in a practical understanding of how outsourced services operate.
The Contract & Performance Manager ensures that the organisation's commercial interests are protected, contractual requirements are met, and performance data is accurate, reliable, and decision ready. They work closely with the Service Management Office and Risk & Controls teams to deliver a cohesive and effective oversight framework, ensuring the outsourced arrangement operates efficiently, remains compliant, and continues to deliver expected outcomes.
The role operates strictly as an oversight function and does not perform operational service delivery activities. This ensures appropriate separation between supplier execution and internal governance, maintaining independent and effective control of outsourced services.
What You'll Do
- Lead the oversight of supplier performance across all outsourced services, ensuring delivery aligns with agreed SLAs, KPIs, quality standards, customer outcomes, and contractual commitments.
- Own and interpret supplier performance reporting, validating SLA/KPI data and translating management information into clear, actionable insight to support governance and decision-making.
- Apply informed, experience-based challenge to supplier performance, using practical knowledge of service delivery to assess credibility of explanations, assumptions, and recovery plans.
- Identify emerging performance risks and service issues, ensuring they are clearly understood and escalated through appropriate governance forums with proportionate and timely action.
- Oversee operational issue management, ensuring root cause analysis is robust and that remediation actions are realistic, deliverable, and effectively tracked to resolution.
- Chair or contribute to supplier governance and service review forums, ensuring discussions are focused on delivery, accountability, and measurable outcomes.
- Maintain and oversee the contract baseline, ensuring contractual obligations are clearly defined, accurately captured, and consistently applied in practice.
- Deliver commercial oversight activities, including billing validation (volumes, rates, and charges), service credit assessment, and contract compliance review.
- Review and challenge supplier financial and operational inputs, applying practical understanding of delivery models, cost drivers, and commercial constructs to ensure accuracy and value for money.
- Support change control and contract variation activity, assessing operational, financial, and contractual impacts and providing informed recommendations.
- Support strategic change and transformation initiatives impacting outsourced services, ensuring impacts to
#J-18808-Ljbffr
SMO Manager Contract & Performance - Canada Life Limited in London employer: eFinancialCareers
As a leading global asset manager based in London, we pride ourselves on fostering a dynamic and inclusive work culture that values innovation and collaboration. Our employees benefit from comprehensive professional development opportunities, competitive compensation packages, and the chance to work with cutting-edge AI tools that enhance their skills and productivity. Join us to be part of a team that not only drives success but also prioritises employee well-being and growth in a vibrant city.
