Are you a master of managing change and driving service excellence? Sitting within our core Supplier Management Team , this Supplier Change & Delivery Manager role is a pivotal opportunity to evolve our debt collection services.
As the central point for all change across our Debt Collection Agency (DCA) supplier panel, you will act as a key link between our external partners and internal teams. This is a highly collaborative role where you will build crucial relationships across departments like Client Delivery, Portfolio Analytics, IT, and UK Compliance. Your work is critical to delivering service improvements, protecting our clients’ brands, and ensuring a seamless customer experience. This role has a significant external focus and may require occasional travel to supplier locations.

WHAT EXPERIENCE YOU NEED

We’re looking for a resilient and tenacious professional who thrives in a collaborative environment.

• Proven experience in a change management or service delivery role.
• A strong command of project management approaches, tools, and the full project lifecycle.
• Deep knowledge of change management principles , methodologies, and best practices.
• Exceptional stakeholder management skills , with the ability to influence and articulate complex messages clearly to a variety of audiences.
• Outstanding communication skills , both written and verbal. You can make the complex simple.
• A natural planner with impeccable organisational skills and a collaborative, team-first mindset.
• Strong analytical abilities and a confident negotiator, comfortable dealing with both internal and external partners.

What Could Set You Apart

• A recognised Change Management certification (such as Prosci®, APMG®, or similar) would be a significant advantage.

As the Supplier Change & Delivery Manager, you will be responsible for:

• Championing Change Initiatives:
• Lead and manage a diverse portfolio of change projects that impact our Supplier Services.
• Facilitate collaborative DCA round tables to discuss and drive change for our clients.
• Own the Change Impact Assessment process for all supplier-related changes, ensuring all risks and outcomes are understood.
• Represent the team in key governance meetings, including the Debt Service Change Board and Connect & Resolve sessions.
• Managing Supplier Operations & Onboarding:
• Oversee the end-to-end onboarding of new DCAs to our panel and the seamless integration of existing suppliers onto new client portfolios.
• Meticulously maintain and manage the DCA Operations Manuals , ensuring they are always a precise reflection of current processes.
• Coordinate all panel-wide communications , from critical agency broadcasts to requests for client feedback.
• Ensuring Quality & Delivery:
• Provide crucial support for “Go Live” checks , performing detailed letter and data verifications to safeguard client brand integrity and prevent customer detriment.
• Act as a trusted deputy for the Supplier Services Manager , providing support and leadership continuity.