Customer Resolution Manager tracking customer complaints to improve service quality at TIAA. Collaborating across departments to ensure positive customer experiences and compliance with regulations.
About the role
- IT Supplier Manager responsible for managing supplier performance and relationships for a leading UK insurance firm. Focused on compliance, risk mitigation, and continuous improvement across IT procurement.
Responsibilities
- Effectively build and maintain relationships with suppliers and key stakeholders
- Monitor and drive compliance of the suppliers with obligations within the agreement and alignment to Regulatory requirements
- Monitor the delivery of the suppliers against the appropriate level of commitment in the agreement
- Manage and initiate Service Improvement initiatives to track and address failures against contractual commitments, ensuring remediation plans exist
- Act as a contract advisor and support/lead on contract negotiations, change management, new IT contracting or termination and supplier onboarding
- Act as an escalation point for contractual queries or disputes
- Propose amendments to the contract as necessary to meet the organisation's evolving business needs
- Work with UK Operations and the wider Zurich organisation to deliver business-aligned services
- Communicate with stakeholders to set expectations and manage perceptions about sourced services and the sourcing strategy
Requirements
- Relevant professional IT qualifications (ITIL)
- IT background essential
- Experience in managing 3rd party suppliers and contracts in a regulated environment is desirable
- Effective problem solver, ability to quickly assess technical escalations
- Strong and effective Meeting Management skills are essential
- High level of communication influencing and negotiation skills, coupled with an ability to build relationships at all levels of the organisation both internally and externally
- High level of commercial knowledge with sound business acumen
- Good interpersonal and networking skills, and highly articulate team player
- Strong delivery focus with an ability to help others get on board quickly with changing priorities
Benefits
- 12% defined non-contributory pension scheme
- annual company bonus
- private medical insurance
- option to buy up to an additional 20 days or sell some of your holiday
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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