Relationship Manager

Shawbrook; London; On-site; GBP 45,000 - 75,000; Full time

Job summary

An established industry player is seeking an individual who thrives in a dynamic environment to enhance customer experience through effective supplier management. This role involves collaborating with various internal teams to ensure operational resiliency and compliance while driving continuous improvements. If you are proactive, innovative, and enjoy problem-solving, this opportunity offers a chance to make a significant impact within a forward-thinking organization. Join a team that values diversity, inclusion, and professional growth, and contribute to a culture that prioritizes excellence in service delivery.

Qualifications

• Experience managing third-party or supplier relationships focusing on operational performance.
• Strong analytical and reporting skills, confident in data interpretation.

Responsibilities

• Monitor daily MI reports to identify anomalies and escalate issues.
• Prepare and present supplier performance reports to business leaders.
• Manage supplier-related risk events with timely actions and communication.

Skills

Supplier Relationship Management

Analytical Skills

Stakeholder Management

Change Management

Risk Management

Education

Experience in Financial Services

Familiarity with Risk Frameworks

Tools

Monday.com

JIRA

Job description

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Company Description

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility, and reliability we deliver. We are a purpose-led organization focused on delivering long-term sustainable value for all stakeholders.

Our diversified offerings include innovative lending propositions tailored to specific customer needs across SME, Real Estate, and Personal markets. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as digital loans for consumers. We fund our lending through customer deposits, which we attract by delivering a premium experience, choice, and great value to savers.

Our business model uniquely combines deep human expertise with advanced digital, tech, and data capabilities, enabling us to deliver excellent customer experiences efficiently and at scale. We foster an innovative and agile culture, which results in high employee engagement and makes Shawbrook an attractive place to work. If you're proactive, innovative, and collaborative, you might be our ideal candidate.

Work with us because you:

• Want to be part of a bank built for modern dynamics
• Enjoy a fast-paced, innovative, and challenging environment
• Find new ways to solve complex problems
• Value diversity and inclusion, supporting minority and underrepresented groups
• Care about society and the environment
• Seek professional growth and self-improvement

Job Description

The role is crucial in ensuring a positive customer experience and driving continuous improvements through collaboration across internal teams. It also involves maintaining operational resiliency via our third-party supplier, working closely with the Head of TPRM and Operational Resiliency.

Responsibilities include:

1. Monitoring daily MI reports from the supplier to identify anomalies or risks and escalating issues as needed.
2. Maintaining accurate supplier reporting packs aligned with business needs.
3. Proactively escalating concerns to leadership for early issue resolution.
4. Preparing and presenting supplier performance reports and updates to business leaders.
5. Overseeing supplier contract governance, including compliance and renewal management.
6. Validating monthly supplier reports and distributing them to stakeholders.
7. Building strong relationships with internal teams such as Strategy, Risk, Operations, and Third-Party Risk.
8. Managing supplier-related risk events with timely actions and communication.
9. Supporting operational blockers to ensure optimal service delivery.
10. Maintaining monthly supplier scorecards covering performance trends and significant events.
11. Participating in meetings with suppliers on performance, risk, and governance topics.
12. Collaborating on documentation like Exit Plans and Business Continuity Plans, including testing.
13. Supporting audits related to supplier performance and compliance.
14. Coordinating stakeholders for supplier initiatives and projects.
15. Providing input on operational projects and enhancements.
16. Reviewing and validating supplier invoices for accuracy.
17. Identifying and planning improvements.

Change Management

1. Ensuring compliance with change governance processes, updating platforms like Monday.com.
2. Engaging stakeholders to assess and validate change requests based on business value.
3. Managing the full lifecycle of change requests with suppliers, tracking timelines and costs.
4. Monitoring supplier adherence to change commitments and addressing delays.
5. Challenging costs and delivery timelines to ensure efficiency and fairness.
6. Presenting high-value change requests for approval at Cost Committees.
7. Keeping stakeholders informed of progress and risks, facilitating workshops and decision-making.
8. Ensuring high standards in change testing, documentation, and reporting.

Qualifications

• Experience managing third-party or supplier relationships focusing on operational performance.
• Proven ability to manage change processes systematically.
• Strong analytical and reporting skills, confident in data interpretation.
• Knowledge of contract management, risk frameworks, and governance.
• Excellent stakeholder management and influencing skills.
• Comfortable working in fast-paced, high-accountability roles with multiple priorities.
• Willingness to travel nationwide to supplier sites.
• Experience in Financial Services or regulated environments.
• Familiarity with third-party risk frameworks and governance tools like Exit Plans and BCPs.
• Experience with project tools such as Monday.com, JIRA, or similar.