Job Title: Operations Partnership Lead
Contract Type: Permanent
Location: Bradford, Chatham, London, Petersfield
Working Pattern: Hybrid—typically a couple of days a week in the office. Part-time or flexible arrangements are considered to support work-life balance. A fear of losing your current working flexibility shouldn’t hinder you from applying for new opportunities, which is why we aim to match your existing flexible working arrangements where possible.

YOU AND YOUR TEAM:

We’re looking for a motivated and collaborative team member to join our Operations Outsource team – the group responsible for working closely with our outsourced and offshore partners to ensure they deliver great service across onboarding, servicing, and collections for all our product lines.
In this role, you’ll support our Operations Partnership Managers with the day-to-day running of each outsourced business unit. You’ll help drive consistency, share best practices across teams, and make sure our customers receive a smooth, high-quality experience – no matter where or how they interact with us.
If you enjoy working cross-functionally, have an eye for detail, and are passionate about improving processes and outcomes, this could be a great fit!

WHO WE ARE:

At Vanquis, we have a simple purpose: to deliver caring banking so our customers can make the most of life’s opportunities. Established in 1880, we’re now a FTSE All Share company and leading specialist bank. We lend responsibly, providing tailored products and services to over 1.75 million UK customers.
We take care of our colleagues as well as our customers, working hard to create a rewarding and supportive work environment. That means competitive salaries, benefits, and a Group-wide recognition scheme. Everyone can enrol in our pension and after six months, you can join our ‘Buy as You Earn’ scheme.
We’re about more than financial rewards though. We give everyone a voice in the business and room to be their authentic self. And we know you’re here to build your career, so we help every colleague with training and development opportunities. Making sure there’s always something new to learn.

• Support the delivery and performance against key customer success measures and standards for the outsource partnerships consistent with those in-house across all products
• Spearheading the execution of confirmed initiatives that have been confirmed by the Operations Partnership Managers
• Developing, implementing and monitoring actions that reduce risks and prevent potential disruptions to operations
• Training, onboarding and delivery of competent colleagues against a set of core success measures
• Ensure aligned brand, culture and colleague engagement in partner sites
• Support the delivery of exceptional customer experience and great customer outcomes through sharing of best practice and standard setting
• Supporting customer outcome marking, coaching and standard setting for colleagues across the partnerships – leading by example
• Liaise with internal stakeholders to identify development trends across partnerships and plan appropriate training and upskilling sessions
• Ensure outsource colleagues are equipped with the relevant skills to service customers and introducers across VBG’s products and services
• Onsite visits to offshore partners (outside of the UK)at an agreed frequency to act as key support