Provision Partner Manager
Provision Partner ManagerWe're TalkTalk, a challenger brand in the world of Broadband, Phone, Mobile and TV. Our job is to bring the best value connectivity, to everyone. We believe every customer matters, so we offer products and services that are simple, affordable, reliable and fair.We've created a working environment where you can be yourself and give your all. You'll be called on to out-think the competition and work closely with your colleagues to come up with new ideas, and deliver great results for our customers. This is your chance to make a difference, and great performance will take you far. It won't always be easy, but it's always exciting and it promises great opportunities for you, and our business, especially if you're ready to stand for something.The Provision Partner Manager is responsible for the Operational Performance; Service levels, Quality and cost of our offshore supplier in Durban, South Africa. A multi-million pound contract to deliver provisioning support to our customers. A critical role in building a strong collaborative partnership to deliver operation excellence.Responsibilities include:Ensuring Customer sales orders are turned into connections, minimising any leakage and increasing our NPSManaged the Offshore Operational scorecard (Cost, Quality and Service) for the Durban offshore OM teamManage the daily/weekly/monthly governance activities to ensure the smooth running of the operationDrive continuous improvement to achieve a high standard of customer serviceExplore world class standards and class leading approaches to call centre CXManage the business continuity processes for disaster recoveryManagement of the monthly costs to ensure within budget and value for money is deliveredThe Partner Manager will manage the operational performance (service, cost and quality) of the Offshore supplier through building a strong collaborative relationship and effective governance. Will be accountable for a cost control through detailed management of all cost, working with functional support teams (finance & capacity planning) across TalkTalk to gain relevant insight and opportunities. Ensure we deploy collaborative win/win agreements to drive financial gain for us and our partners.Set and agree stretching targets to challenge the norm, work in partnership to achieve the shared goals. The role also involves leading liaison with external third parties, e.g. Openreach, to ensure accurate and pro-active resolution, if required escalation of issues. Working closely with Openreach Partner Manager to drive Supplier Quality Improvement Plans, that ultimately improves the customer experience and reduces the cost of failureLeadership - The Partner manager will drive exceptional leadership through the matrix management of the supplier. They will be energetic, enthusiastic and be a motivated Partner Manager that leads, manages and develops a high performing team.The Partner manager will drive and lead Operational Excellence / Continuous Improvement initiatives. They will be expected to proactively identify solutions to problems, either working with other teams to oversee implementation of new processes or submitting change requests to make the technology changes required to support the improvements. This includes stakeholder management and influencing Senior Managers / Directors to implement change through business case design.Communication & interpersonal skills - The team manager will have excellent verbal and written communication skills. He/ she must be able to maintain a positive and professional relationship with internal employees and third parties, ensuring that everybody is working together to resolve issues, he/she must have good negotiation skills, and be able to recognise the challenges faced by others when working to resolve issues. Every Customer matters to us and we have a relentless focus on improving the customer experience. We need driven like-minded people with a strong analytical focus to continue our pace of change. Joining this team will enable you to experience a variety of roles and develop your career in TalkTalk. In return for your passion, effort and commitment you will get investment in your development and the chance to be part of our exciting changeMust have skills & experience-Customer Focus-Excellent Leadership and coaching skills-Communication and interpersonal skills-Operations / production Management experience -Analytical capability-Flexibility / off shore travelBe Great to also have -Provision / Order Management Experience-Continuous improvement /Lean /sigma skills -Educated to Degree LevelLocation: Soapworks - Salford Quays, ManchesterCountry: UKStart date: ASAPDuration: PermanentSalary: Competitive + bonus/benefitsThe Benefits We value the importance of recognising and rewarding our colleagues at TalkTalk. As well as providing a great range of core benefits such as annual bonus, a company pension scheme and private medical insurance, we also:Embrace flexible workingSupport you to achieve your career goalsOffer income protection and life assuranceOffer a range of discounts on products and shoppingWe're TalkTalk, a challenger brand in the world of Broadband, Phone and TV. Our job is to bring the best value connectivity, to everyone. We believe every customer matters, so we're on a mission to bring simple, affordable, reliable and fair connectivity, to everyone. We want to be the most recommended provider and we want our people to feel proud to work here.We've created a working environment where you can be yourself and give your all. A culture that is diverse and inclusive; that celebrates our differences and encourages fresh thinking and new ways of doing things - that challenges the status quo and ensures everyone has a voice. You'll be called on to out-think the competition and work closely with your colleagues to come up with new ideas, and deliver great results for our customers. This is your chance to make a difference, and great performance will take you far. It won't always be easy, but it's always exciting and it promises great opportunities for you, and our business, especially if you're ready to stand for something.