People, Person, Couch, Furniture

Partnership Service Delivery and Operations Lead


Partnership Service Delivery and Operations Lead

London | England | United Kingdom

This role, reporting directly into the Head of Proposition and Delivery, is responsible for ongoing support across the Partnership area (PO and AA brands and any future partnerships). In particular, defining partner service strategy & planning, working with UK Operations optimising service delivery, managing partner service delivery communications and ensuring an effective and efficient operational delivery MI / KPI schedule required to feed into governance meetings

This is a new role giving you the opportunity to add value and support our continued success through enhancing business structure.

Key Accountabilities

  • To agree, define and document the customer service strategy and KPIs for each distribution partnership brand (The Post Office, AA and potential future partnerships)
  • Key interface between Partnership Teams and UK Operations to ensure that agreed customer experience commitments are delivered and held to account.
  • Liaising between Partnership teams and operational functions that sit outside the organisational design of UK operations
  • Represent the Partnerships business at specified governance forums
  • Define in detail a service delivery MI / KPI schedule required to feed into governance meetings that supports effective meetings / decision making and delivers efficiencies in reporting.
  • Ensure agreed communications framework is understood and adhered to.
  • Coordinates inputs from all relevant teams to develop a forward looking detailed activity schedule across all brands and product lines.
  • Works collaboratively with the Head of Customer Value Propositions and UK Operations colleagues to ensure operational delivery is effectively considered at proposition design stage.

Essential skills & Experience

  • Expertise in successfully planning, organising and execution of projects within an FS environment
  • Project management skills to deliver complex projects on time and to budget desirable
  • Ability to implement change in a matrix environment
  • Superb communication skills with the ability to liaise at very senior level
  • FS Qualification desirable
  • Minimum education requirement - 5 GCSEs including Maths and English A-C grades

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce

Closing date: Jul 18, 2019
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