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Partnership Operations Manager
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- Posted By: Debt Free Direct / Fairpoint plc
- Address:
- Contact: 0845 296 0161
- Date Posted: 19th Jun 2008
- Salary: £30k - £35k
- Location: Chorley (PR7 4EX )
- Reference Code:
- Views Since Posting: 3
- Full Description:
Closing Date - 23 June
Candidate – Summary
The newly created Partnerships Division is an ambitious team creating exciting long term relationships with external companies vital for the continued growth of the Fairpoint Group plc. Partnerships are seeking a bright, self motivated and enthusiastic individual to join their team in this vital and varied management role, reporting directly to the Head of Strategic Delivery.
The Partner Operations Manager, working through a team of Partner Account Managers, is responsible for all Partnerships accounts ensuring that all Partners have a strong working relationship with the internal Operation so that each relationship meets volume, growth and service level agreements. Excellent relationship skills are essential for the role as this will be crucial in working within the Operation and with our external Partners. The role requires that each account is working as intended whilst delivering maximum revenue to the Company and identifying further opportunities.
The candidate will need to be a good communicator, comfortable operating in a fast changing environment, with a hands-on approach and a willingness to take on a broad range of responsibilities. The person occupying the role will need to have a very good understanding of the dynamics of a contact centre based business. The Manager will be comfortable in defining, analysing and acting upon statistical reports and information.
Main Duties
• Oversee all day-to-day activity of the Partner operations department ensuring that all arrangements are being managed within performance criteria to provide a first class business service and in turn provide maximum revenue streams to the company.
• Management of the Partnership Contact Centre team and to liaise with the main Contact Centre regarding new campaigns and to put in place all arrangements so that they can properly handle incoming business.
• Accountable for ensuring that the Partnership targets are being met.
• To manage a team of Partner Account Managers, set appropriate goals and objectives for each direct report and carry out performance appraisals with each team member.
• To liaise with all internal customers to ensure all service level agreements are adhered to.
• The Manager will be directly involved in decision making that impacts on the operation, therefore the role demands good commercial awareness and sound judgement.
• Working closely with all parts of the business to ensure that new Partnerships are set up with the correct operating processes and procedures in place.
• Managing the Partner Account Managers to ensure existing relationships will be correctly managed and new revenue streams identified to maximise profitability of the relationship to the company.
• Create excellent internal working relationships with all internal Operation Managers so that the business is fully engaged and that the requirements of each Introducer are met efficiently and effectively.
• Work with Marketing on new campaigns and new trials and provide correct information for proof of concept.
• To promote and maintain excellent relationships with all Partners ensuring that any issues are promptly resolved. To manage each relationship to ensure that agreed targets are being met. This will entail site visits to promote the services and value of the Partnerships arrangement. This may involve travel and time away from home.
• To feedback to the MD Partnerships any areas of concern that may be negatively impacting the relationship with a Partner.
• Demonstrate good planning and forecasting skills.
• To keep partners fully informed of any company or legal changes that may impact, either positively or negatively, on the relationship.
• To supply relevant and applicable MI to the MD of Partnerships as required
• To work with the Finance Department to ensure that any monies owed to an Introducer are both correct and paid on time.
• Adherence to all budget constraints
• Achievement of all corporate performance targets both quantity and quality
• Ability to challenge processes and drive improvements in customer service performance, operational measures and productivity.
• To demonstrate company values, procedures and business ethics
• Other duties as determined by the Managing Director – Partnerships.
Personal Qualities
• Excellent communication skills both written and verbal
• Consistently delivers performance targets
• Able to influence other parts of the business to achieve results but is mindful of others priorities and
Restrictions
• Positive organisational skills
• Excellent business acumen
• Strong working knowledge and understanding of the dynamics of a contact centre based business
• Strong and proven record in relationship management.
• Working knowledge and understanding of the marketing function
• Demonstrate an awareness for and implementation of process improvement strategies
• Leadership, coaching and people development focus
• Strong analytical skills
• Able to deliver results in an environment of rapid change
• Must be able to work in a controlled manner whilst under pressure resolving issues and being creative in resolution solutions
Specific Skills
Essential (these will be assessed)
• Three years experience in a relationship management environment. Financial services would be a distinct advantage.
• Ability to influence external Partners and internal colleagues including, but not exclusively, Contact Centre, Business Change, Finance, Marketing and CS to ensure that the requirements of each Partner is met.
• Knowledge of Contact Centre Operations
• Ability to communicate at all levels both written and orally.
• Excellent team management, time and workload management
• Intermediate use of MS Office tools
Benefits
• Holidays – 25 days plus 8 public holidays
• Free Car Parking
• Free Internet Access
• On-Site Canteen
• Generous Bonus Scheme
• Free life assurance
• Childcare Vouchers
• Recommend a Friend Scheme
• Hours of work – 37.5 hours per week between the hours of 9am to 5pm, Monday to Friday and Occasional Saturdays will be required.
Debt Free Direct is a subsidiary of The Fairpoint Group
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