Background
Sun Life Direct are a direct to consumer business who sell affordable and accessible protection and savings products direct to those within the UK mass market. We are one of the most experienced direct marketing companies in the life assurance sector and currently hold the largest share of the over 50 whole of life market. This is a newly created position which will have responsibility for managing the relationship, service level delivery and contractual obligations from a series of outsourced suppliers on behalf of Sun Life Direct
The role
- Manage key suppliers and processes to Service Level Agreements and contractual obligations, primarily 2Touch and Argos Business Solutions, providing key reporting for oversight purposes to the Senior Leadership Team and to other internal stakeholders.
- Acting as senior day to day contact to pro-actively identify and resolve issues relating to supply, service and cost delivery across the agreements and interdependent SLD supply chain, ensuring effective prioritisation and escalations where required to the Head of Vendor Management and other internal and external stakeholders as required.
- Establish and manage the governance framework for the Argos Business Services and 2Touch relationships for Sun Life Direct internally and externally in order to optimise cost, benefits and performance
- Implement and Manage appropriate controls to enable the identification and implementation of process improvements to improve profitability and deliver the SLD customer experience
- Changes specified, assessed, approved and delivered to new and existing products, systems, processes and users, taking into account numerous interdependencies, within time and budget constraints
- Lead, motivate and performance manage staff in the delivery of the end to end operational components of the Sun Life Direct value chain
Skills, knowledge and behaviour
- Management level experience in a commercial environment
- Excellent knowledge of outsourcing environment, experience preferred
- Experience of the Financial Services Market, including a customer service environment
- Excellent analytical and problem solving skills, ability to demonstrate business performance measurement and management controls
- Solid stakeholder and relationship management skills
- Strong ability to prioritise service performance and changes alongside incident resolution and other business needs
- High level communication, negotiation and presentation skills
- People Management skills
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