Supplier Relationship Manager (People Function)

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About the Organization

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.

Job Description

As Supplier Relationship Manager, you will play a critical role in managing and optimizing the relationships with external HR service providers and vendors. You will oversee the end-to-end management of People function supplier contracts, ensuring service quality and driving continuous improvement in the services delivered by these vendors. You will be responsible for maintaining strong partnerships with HR suppliers to meet the organization's HR service needs effectively and efficiently.

In doing so to work with the supplier to (where appropriate):

• Ensure that all aspects of the contract with the supplier are adhered to and the relationship is managed according to the contractual terms.
• Implement a continuous improvement program to deliver service improvements across the scope of services being provided by the supplier.
• Ensure that opportunities for service transformation are identified, assessed and implemented in collaboration with the British Council People function leadership.
• Triage any service performance issues and ensure they are addressed be that by actions on the part of the supplier or within the British Council.
• Act as a point of contact for the supplier for any matter relating to the British Council People function.

Your role will be vital in maintaining the organization's supplier relationships, ensuring the delivery of high-quality goods and services, and optimizing costs.

As Supplier Relationship Manager, you should be a strategic thinker, a strong communicator, and a skilled negotiator who can drive supplier performance improvements and contribute to the overall success of the People function.

This role profile covers three distinct contract areas for the People function.

• Management of the Managed Serviced Partner (MSP)
• Management of key HR suppliers globally (HR)
• Management of the temporary agency relationships (i.e Comensura)

Job Responsibilities

Leadership and Management

• Drive new ways of working across the People function, the wider organisation and our suppliers/partners to promote behavioural change and continuous process improvement.
• Chair quarterly strategic business reviews for key suppliers to discuss supplier performance, recommendations for improvement and hold to account non delivery of KPI / SLA, develop actions to address under-performance and compliance failures, including application of contract terms.
• Responsible for the services delivered by the Global Partners:
• SLA and KPI performance
• Contract compliance including cost.
• Customer satisfaction with those services
• Holding supplier and HR contract owners to account for delivery of agreed KPIs, SLAs and cost savings, ensuring they provide good value to the British Council.
• Maintain a broad industry knowledge to formulate strategic recommendations for improvement.

Relationship and Stakeholder management

• Establish trusted relationships with key partner executives to drive mutual commitment to common performance, financial and development targets.
• Work with partner companies and suppliers to establish and maintain the direction and scope of partnership agreements ensuring they meet all agreed performance metrics and participate in regular business reviews.
• Build relationships and collaborate across the business to understand, respond to and meet business requirements, whilst providing high levels of internal customer service.
• Collaborate with procurement, category managers and other business stakeholders to ensure People function needs are understood when seeking to procure new services.
• Actively engage with the People function to share subject matter expertise, best practice, and learning.
• Develop and drive communications initiatives to help with the embedding of new ways of working, continuous feedback and improvement.

Consultancy, analysis, and problem solving.

• Provide support as a subject matter expert in supplier and partner relationships for People function colleagues, acting as the conduit between the supplier, HR and procurement especially when reviewing and requesting management information.
• Deliver budgetary management of those services such that they are in line with the contractual costs and any changes forecast because of scope or volume changes and any contractually agreed increase or decreases in cost.
• Carry out regular benchmarking and make use of supplier performance data to ensure that supplier performance is properly monitored, reviewed and remedial action taken.
• Collation and analysis of global HR supplier spend to recommend areas to drive costs efficiencies and supplier savings annually.
• Use KPIs to monitor and challenge supplier performance and identify opportunities for continuous improvement.

Service improvement

• Accountable for the continuous improvement and operation of HR suppliers and partners to ensure that the British Council continues to achieve value for money.
• Oversee commercial compliance and ensure all opportunities to leverage cost savings are delivered.
• Propose and support the development of new contracts as required to address business needs.
• Implement and maintain best practices in people operations to improve efficiency and consult with senior management to improve systems and processes.
• Maintain a broad industry knowledge in order to formulate strategic recommendations and position them with key leaders within the British Council and with our partners.

Education Qualification/Required Skills & Experience

• Senior HR experience in a commercial and international environment, actively partnering the business
• Strong analytical skills
• Senior stakeholder management and influencing skills
• Change leadership
• Commercial acumen and business understanding
• Coaching and facilitating
• Exceptional communication and engagement skills

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