Account Manager

National Friendly is looking for an Account Manager to join us in our Bristol office on a full time basis, working Monday to Friday, 35 hours per week. This role offers discretionary hybrid working with at least three days per week required in our Bristol office.

Purpose of role

To manage and strengthen relationships with key third-party partners across our insurance ecosystem. To be responsible for supporting strategic partnerships with third-party administrators (TPAs), claims service providers, technology vendors and other outsourced service providers critical to delivering exceptional customer outcomes. To initially act as support for the relationship owner for a portfolio of strategic partners with a longer term view of being the primary contact, ensuring strong operational performance, service delivery excellence, regulatory compliance, and alignment with business objectives.

Key duties and responsibilities

• Serve as a point of contact for assigned third-party partners.
• Build and maintain strong, collaborative relationships with partner stakeholders.
• Conduct regular business review meetings to assess performance, resolve issues, and identify improvement opportunities.
• Develop strategic partnership plans aligned to business objectives.
• Monitor partner performance against agreed service level agreements (SLAs), KPIs, and contractual obligations.
• Analyse operational performance metrics including claims handling, customer service outcomes, turnaround times, and quality assurance results.
• Drive accountability for service delivery standards and continuous improvement initiatives.
• Escalate and manage underperformance or operational risks appropriately.
• Support contract negotiation, renewals, and service scope changes.
• Identify opportunities for cost optimisation and value creation across partner relationships.
• Track commercial performance and ensure partners deliver expected business outcomes.
• Coordinate issue resolution between internal stakeholders and external partners.
• Support implementation of new partner initiatives, product launches, and process changes.
• Ensure third-party partners operate in accordance with regulatory requirements and internal governance standards.
• Support third-party risk assessments, audits, and compliance reviews.
• Monitor adherence to FCA requirements, conduct standards, and data protection obligations where applicable.
• Lead initiatives to improve operational efficiency, service quality, and customer outcomes.
• Share market and industry insights to support partnership innovation.
• Undertake ad hoc work where relevant.

Compliance and Personal Development

Undertake all work in accordance with the Society’s service and quality standards and comply with all the Society’s policies, processes and the Code of Conduct. Meet the required professional duties and standards set by the PRA, FCA, and other regulators where appropriate, and comply with all other relevant regulations including the UK General Data Protection Regulations, health & safety and anti-money laundering laws. Ensure high personal standards in terms of attendance, time-keeping and general conduct. Keep abreast of market and professional developments and ensure skills and knowledge develop to ensure an appropriate level of competence.

Experience Requirements

3+ years’ experience in third party account management, partner management, supplier management or outsourced operations. Strong understanding of operations, policy administration and distribution models. Knowledge of regulatory frameworks and third-party governance requirements.

The duties and responsibilities above are not exhaustive and the role holder may be required to undertake other activities as reasonably required.