Vendor Relationship Manager - Global Shared Services

Job Title: Vendor Relationship Manager – Global Shared Services

Location: London

Duration: Permanent

Purpose of the Role:

Key Responsibilities Leadership COE, Dublin:

• 
  Responsibility, management and oversight of the COE Dublin ensuring it has developed and delivers on its key performance indicators (people and process).
• Be a point of contact for all regional and functional onshore teams for elevation of any issues, working to resolve any challenges and identify and mitigate any risks.
• Work with BPO, onshore operations and GSS to identify new opportunities and ways to continue alignment of the COE with our strategic objectives (LSM / GRS)
• Own the annual efficiency process, working with GSS, BPO and onshore teams to ensure process improvements are identified, impact analyses complete and improvements prioritised and implemented

Key Responsibilities Vendor Relationship Management:

• 
  Assist the Head of Vendor management responsibility for the LSM 3rd Party Vendor shared services (BPO) relationships. (Currently Genpact, EXL, Davies (partial) and JMD (partial) – however others to be included as developed) in the following areas:

o Be the LSM point of contact for internal (LSM or GRS/LM) or BPO queries relating to offshore relationships (GSS)

o Ensure co-ordination of performance management activities (i.e. inc KPIs) to ensure partners are assessed at both a function and LSM wide level. Working with Function Owners to identify potentialchallenges or trends at the LSM level which need to be addressed. Raise and discuss these challenges/trends with BPO to resolve, escalating to Operations Lead or COO if needed;

o Standardise processes and KPIs across LSM regions and Functions;

o Be a point of contact for Function Owners and assist in/own the challenging of BPO where required;

o Challenge Function Owners in the performance management / monitoring of BPO

o Implement the framework for Function Owners to follow and co-ordinate actions with them, ensuring Function Owners know what processes/tasks they need to own/implement;

o Understanding the LSM operating model and outsourcing/offshoring strategy – work with wider GSS team and Function Owners / Regions to identify opportunities for additional outsourcing/offshoring in line with the strategy

o Own the annual efficiency process, working with BPO and GSS Continuous Improvement team to ensure process improvements are identified, impact analyses complete, improvement benefits meet contractual terms, are reviewed with Function Owners and realized

• Where formal GSS transitions, work with the GSS Transition team as appropriate to help ensure successful transitions and to ensure that tasks are handed over to BAU as appropriate (and documented) – following GSS Transition team governances / best practices;
• Have a detailed understanding of the MSA/LSA/SOW/CORF and be the conduit for the Function Owners on any inquiries regarding contractual terms/conditions/costs;
• Work with function owners, and other departments and regions as required, on BAU transitions as directed by the Head of Vendor Relationship Mgt. Working with LM Procurement, GRS and LSM regional teams, identify and elevate any issues and risks to the regional and global shared services management team(s)
• Utilise any required frameworks, guardrails, artefacts, communities of practice or knowledge sharing, to assist with developing an effective and efficient Vednor Relationship Management approach for GSS teams
• Drive regular feedback loops / retrospectives / lessons learned, collating/ sharing results across teams for action

What the Ideal Candidate will have:

• Must have demonstrable experience of:
• Leading and driving 3rd party vendor relationships across matrixed global & regional operating models
• Shared services environment and navigating onshore & offshore relationships
• UW and Claims processes in London/Lloyd’s & International markets (e.g. Asiapac, EU, Latam, US), across various different distribution models and complex cross functional teams
• Previous proven experience in leadership and people management role (must have mix of own team and/or contractor / consultancy), ideally in a shared services or near shoring team

• Excellent collaboration, relationship building and stakeholder management skills
• Experience working across & influencing within an international organisation and different cultures

• Excellent English verbal and written communication skills
• A second European language highly advantegous (French, German)
• Excellent analytical and problem-solving skills
• Data driven approach and mind-set, good understanding of operational MI design and needs
• Good understanding of insurance systems / technology and workflow tools or capabilities

• Ability to work flexible hours to collaborate and liaise across multiple regions and timezones
  

About Liberty Specialty Markets (LSM):

Liberty Specialty Markets is part of Liberty Mutual Insurance Group, a leading global insurer. We offer a breadth of world-class insurance and reinsurance services to brokers and insureds in all major markets.

Our people are key to our success. That is why “Put People First” is one of the five Liberty values which unite us as a global organisation. We bring this to life for our colleagues through:

• Offering a vibrant and inclusive environment and committing to their career development.
• Promoting diversity, equity and inclusion (DEI). Our Inclusion Matters framework and employee-led networks strengthen the diversity of our workforce and our inclusive environment.
• Reinforcing that collaborating together to share our unique perspectives help us make better decisions, deliver innovative solutions and pursue our ambitious goals.
• A supportive culture, which includes promoting a healthy work-life balance and working flexibly.

For more information, please follow the links below:

https://www.libertyspecialtymarkets.com/gb-en/careers/working-for-us

https://www.libertyspecialtymarkets.com/gb-en/careers/diversity-inclusion-wellbeing/diversity-and-inclusion