We have an exciting new role within our vibrant Manchester city centre for a Partner Manager to join us initially on a 12 Month Fixed Term Contract. This role sits in the Partner Collections department. The Partner Manager is effectively a Supplier and Relationship Manager for our panel of specialised collections companies that plays an essential part in delivering positive customer journeys and ensuring robust financial performance of a panel of external servicing partners. The role has also recently broadened to support the UK operations in managing all suppliers.

Responsibilities:
Develop meaningful relationships with outsourced UK debt collection partners to ensure appropriate servicing solutions exist for all customers. Optimise the customer experience, focussing on effective risk management to ensure fair outcomes for customers. Take responsibility for all customer communications made by outsourced servicing partners. Work with 1st and 2nd line assurance teams to understand the output of their independent conduct testing programme. Work with partners to remediate any issues in a timely manner. Support in the design and implementation of Arrow Global's external partner management framework including the balanced scorecard and the understanding of operational KPI's and conduct based metrics. Rigorously analyse performance trends, opportunities and shortfalls within the Partner Network to improve performance and design solutions to remediate any underperformance. Prepare for and present at internal and external performance review meetings, on a monthly basis, using a common set of performance metrics to hold key stakeholders accountable and drive improvements in performance. Manage collections within budget for their respective servicing partners and underlying customer base. Negotiating commission rates with external Partner network. Work closely with the strategy and analytics team to develop and implement strategies to enhance performance. Apply learning's from previous performance to inform and improve future strategies. Engage and support the Implementation teams within Arrow Global to effectively on-board new portfolios of customer accounts. Responsible for the development of the Partner Support Managers. Provide support to the Senior Partner Manager as required. Work with UK operations to lead them to achieve cost savings and effective service provision. It is desirable that the post holder possess the following expertise
• Strong communicator and negotiator with positive influencing and interpersonal skills
• Experience of dealing with senior internal and external stakeholders
• Experience of working in a fast paced and ever evolving organisation
• Shows commercial acumen and results focused attitude
• Adept at managing competing priorities with challenging deadlines
• Risk aware - anticipates risks and minimises impacts
• Good understanding of Customer needs and an empathetic approach
• Mathematics and English GCSE - A-C or equivalent.
• Degree level qualified and/or professional qualification
• Background in financial services
• Experience of working in a regulated environment and knowledge of risk management e.g. FCA, CONC, conduct risk
• Experience of account management and/ or management of third-party suppliers
• Experience in a management role, including people management Complexity Interaction and application of regulatory and legal requirements Utilise detailed and complex performance MI and challenge senior stakeholders where appropriate Impact Have experience to competently represent Arrow Global externally up to senior management level Short term decision making to influence Partner performance Involved in delivering partner collections strategies which influence medium to long term Company performance Directly responsible for improving collections performance Influence Partner Support Managers, Partner Managers, Senior Partner Managers, external client teams, external management teams, from manager to senior manager Multiple stakeholders up to senior manager level both internally and externally Resource Matrix management of Partner Support Managers Arrow Global Group. We are a financially strong, European regulated business who are committed to making our service more individualised and customer focused. We are a data driven business and we use our insight from over 35 million customer records across six countries to offer affordable and manageable solutions for consumers to reduce their debt in a fair, transparent and structured way. By investing in our people, expertise and market intelligence, we gain a better understanding of our customers as individuals and we continually improve the service we offer, helping them to build better financial futures. Arrow Global specialises in the purchase, collection and servicing of non-performing loans. We identify, acquire and manage secured and unsecured defaulted loan portfolios from financial institutions, such as banks and credit card companies, as well as retail chains, student loans, motor credit, telecommunication firms and utility companies. Debt is a more prominent an