Contract Manager - Contact Centre - Midlands

Contracts Manager - Nottingham - Contact Centre

Managing the process of creation, negotiation and the on-going management of Commercial Contracts delivering excellent customer service, value for money and safety performance whilst ensuring adherence to Corporate Governance.

This shall include Budgetary Control and Business Risk Processes, the primary role being to ensure commercial integrity on all matters and contracts within the annual £100m Commercial spend.

ROLE

* Management of all contract related activities, including the development and creation of brand new commercial contracts and associated contract variations.
* Devising and drafting new contract schedules detailing the specific goods and/or services being purchased in line with the company's business requirements.
* Engage directly with senior internal and external stakeholders (up to Director-level) and operational teams to ensure excellent performance delivery.
* Work closely with third parties to identify and drive the successful delivery of service improvements and initiatives to improve contracted services or provide cost savings which benefit the business. Applying business knowledge and commercial expertise to contribute to the development and drive the delivery of business strategy.
* Identification and management of any business risks associated with the contracted service, up to and including UK Board-level within the business.
* Ensuring that commercial contracts remain compliant with corporate governance model, meeting all contractual, commercial, legal and regulatory requirements and obligations and actual contract spend is within its authorised budget and any potential under/overspend is managed within that governance.

Contact Centre
* Outsource service relationship management of front and Back Office operations (Outsourced Agency/Business Process Outsource/Contact Centres)
* Managing a high volume multi-disciplined in house or outsourced Call Centre operation of over 250 FTE
* Contributing to the outsource tendering life cycle, to include:
a. Scope of service
b. Preparation of PQQ/RFI/RFP
c. Stakeholder communication/facilitation
d. Evaluation of submissions and recommendation
* Developing service level agreements and risk and reward or gain share programs
* Managing vendor business improvement programs
* Working within a highly regulated environment
* Working with senior leaders and peer groups on continuous improvement projects
* Improving operational processes to improve performance and efficiencies

If you are an experienced Contract Manager, experienced in managing a high volume contact centre operation, we'd love to hear from you.

Spring Technology is acting as an Employment Business in relation to this vacancy.

Spring Technology is an Equal Opportunities employer; we welcome applicants from all backgrounds.