Third Party Supplier Manager

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Third Party Supplier Manager

Department: Debt Recovery

Employment Type: Permanent - Full Time

Location: Derby, UK

Description

Flint Bishop is one of the leading business-to-business debt recovery law firms in the UK. We are the recovery partner for many leading UK brands, and the firm has won all three major national debt recovery awards for our strategy and results.

The Third Party Supplier Manager will lead and own service delivery and strategic performance management for third-party suppliers supporting Flint Bishop's Debt Services-principally High Court Enforcement (HCE), Field Services (doorstep/agent activities), and Trace providers.

You will ensure end-to-end excellence in instruction processing (inbound/outbound), query resolution, and supplier performance management, delivering compliant, efficient, and client-focused outcomes.

This role is the operational single point of responsibility for supplier performance: setting and enforcing SLAs/KPIs, driving continuous improvement, safeguarding regulatory and client standards, and enabling seamless data exchange between Flint Bishop and its partners.

Reporting to the Head of Data & Analytics, this role is office based at our offices in Derby, and the desired candidate will be keen to join a fast-paced and friendly team to further progress their career.

Key Responsibilities

Key Responsibilities

Supplier Relationship & Performance Management

• Act as the primary contact for operational and commercial matters with HCE, Field Services, and Trace suppliers.
• Establish governance rhythms (monthly performance reviews; quarterly strategic QBRs) with structured agendas, minutes, and action tracking.
• Negotiate and maintain SLAs, KPIs, pricing schedules, and service scopes; collaborate with Legal/Procurement on contracts and compliance clauses.
• Coordinate supplier onboarding, due diligence, risk assessments, and audits; maintain scorecards and risk registers.
• Monitor market developments and benchmark supplier performance; recommend changes to panel composition or work allocation.

Instruction Processing (Inbound & Outbound)

• Own the end-to-end process for issuing instructions (HCE writs, transfer-up packages, field visits, trace requests), ensuring validation, formatting, and secure transmission (EDI/API, SFTP, or portal).
• Ensure inbound files/results (trace reports, attendance notes, levy/writ outcomes, agent photographs/POAs) are accurately ingested into case management systems; oversee reconciliation and exception handling.
• Define and enforce data standards, mandatory fields, and document artefacts to minimize rework and accelerate cycle times.
• Partner with IT/MI to maintain integration maps, file specs, and fallback procedures; lead defect triage and release testing for interface changes.

Query, Exception & Escalation Management

• Operate a robust query management framework covering supplier and client queries, billing discrepancies, compliance flags, and service failures.
• Prioritise, track, and resolve exceptions (e.g., missing documents, incorrect addresses, vulnerability indicators), maintaining SLA transparency and root cause reporting.
• Own escalation paths for urgent matters (failed attendances, levy challenges, legal risks), providing timely updates to internal teams and clients.

Performance Management & Continuous Improvement

• Define, monitor, and report KPIs/SLA adherence; produce weekly/monthly dashboards and commentary for stakeholders.
• Lead performance improvement plans (PIPs) with suppliers; implement corrective actions, process redesign, and training.
• Drive cycle time reduction, right-first-time rates, trace hit rates, and agent effectiveness through data-led interventions.
• Champion Lean principles, SOPs, and best practice libraries across supplier types.

Compliance, Risk & Client Assurance

• Ensure supplier activities meet regulatory, legal, and client standards (FCA consumer credit conduct risk, GDPR, CSA codes, HCEOA guidance, Pre-Action Protocols).
• Safeguard vulnerable customer handling and fair outcomes within supplier workflows.
• Oversee complaint handling and produce compliance attestations and audit readiness packs.
• Maintain information security expectations and support DPIAs/ISAs as required.

Stakeholder Management & Communication

• Partner with internal teams (operations, client service, legal, finance/MI) to ensure alignment and seamless delivery.
• Support client reviews and pitches with supplier insights, case studies, and performance evidence.
• Produce clear communications-playbooks, FAQs, and guidance notes-for internal teams and suppliers.

Core KPIs & SLAs (Illustrative)

• Instruction-to-acknowledgement time: ≤4 business hours
• Instruction right-first-time rate: ≥98%
• Trace hit rate (by supplier/type, benchmarked)
• Field visit completion within SLA: ≥95%
• HCE key milestones on time
• Average query resolution time & backlog (targets by severity)
• Complaints rate & upheld ratio (downward trend)
• Data quality defects per 1,000 instructions (continuous reduction)
• Cost-to-serve / recovery yield by supplier
• Client satisfaction (CSAT) on supplier-dependent touchpoints

Skills, Knowledge and Expertise

You will:

• Possess excellent IT skills
• Proficient with Microsoft Excel, and ability to transform and remap data with Excel
• Have great interpersonal skills and be able to communicate your ideas
• Be a good problem solver
• Be able to manage own workloads, and ask for support where needed

Disclosure will be required in the event that a position is offered.

Financial checks will be required in the event that a position is offered.

Benefits

What we offer?

• Competitive salary
• Bonus potential
• Great working environment at our Derby Head offices
• Career development opportunities
• 25 days holiday plus bank holidays
• Options to buy & sell 1 week's holiday
• 1 week's holiday carry over
• Extra day off for your birthday
• Staff card discount scheme for local shops
• Social days and evenings on the firm
• Staff discounts on legal services