Senior Manager: Contract Governance and Standards

Homes England
Coventry, West Midlands
£51,258 - £71,761
20 Oct 2019
25 Oct 2019
Contract Type
Full Time

The Help to Buy (HtB) Equity Loan seeks to stimulate demand for new homes by improving affordability. This contributes toward Homes England's delivery of 300,000 new homes per annum and towards the objective of delivering home ownership products with an industry standard service to consumers. This role sits within the Customer Excellence Unit, providing the tools to ensure robust governance and contract oversight of our 3rd Party Contracts with the HtB Agents and Equity Loan Administrator. The Customer Excellence team supports customers throughout their interactions with the Help to Buy programme. They are responsible for delivering fair customer outcomes and industry standard customer service through the whole customer journey from first contact to redemption.

Job description

Develop and implement Supplier Management policies, appropriate guidelines, frameworks e.g. customer service quality, relevant processes and tools taking into account all commercial and service elements of the contract;

Work closely with operational leads for procurement activity, addendums or revisions to existing contracts;

Develop and monitor IA, Risk and Issues Action Plans for Contract Managers in line with best practice and ensures lessons learnt is incorporated into BAU process and future procurement activities;

Devise effective and proactive techniques to adhere to performance objectives and measurements;

Ensure that the services provided continue to meet the business requirements and best value criteria, and that they are delivered within contract framework and all relevant standards;

Continually check and report that Homes England is receiving demonstrable value for money from provided products and services;

Contribute to supplier service improvement initiatives and ensure they meet agreed quality standards;

Ensure delivery of relevant MI and reporting is accurate and audience-appropriate


An individual who demonstrates leadership in looking after the best interests of customers and taxpayers. Rigorous management of third-party vendors and IT providers is critical to the role. The individual will work alongside Contract Managers to introduce appropriate systems and processes to enable effective and efficient oversight of HtB Agents and Mortgage Administrator to be achieved on a continuous basis. An indivdual who can develop a culture of continuous improvement to ensure that both good and bad outcomes are identified, learned from and that appropriate changes are embedded into BAU. A high level of drive and motivation and expertise in best practice will make sure that our contracts and process are robust. Experience of managing Outsourced Customer Service or Contact Centre operations within Financial Services (supplier and/or client side) with excellent working knowledge and understanding of workforce management/forecasting demand, KPI's, PI's and MI and the unique dynamic of this type of environment (E) Experience of managing vendors and suppliers to achieve co-operative and 'win-win' outcomes (E) Experience of developing quality assurance monitoring policies and procedure, BCDR plans and working with suppliers to implement Commercial acumen and an understanding of service credit regimes, developing Balanced Scorecards, implementing governance arrangements, bids, tenders, proposals, negotiations and contract management (E) Excellent communications skills (presentation, written and oral) and confidence in dealing with multiple levels of technical and managerial colleagues (E) Good knowledge of project management tools and techniques (E) Strong organisational and analytical skills with an ability to proactively identify, prioritise, delegate and resolve issues to deliver process improvements (E) High level of competency of the Microsoft suite of tools (in particular excel) (E)

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