Service Manager – Outbound Customer Communications

Date Posted: 30+ days ago
Bradford BD5 8LJ

Job Description

As our next Service Manager for our Outbound Customer Communications, you’ll provide effective oversight and management of the YBS Group Outbound Customer Communication Production and associated services.

You’ll provide strong account management and service delivery, driving improved customer satisfaction levels (internal and external), whilst adhering to contractual obligations, applicable laws and regulatory requirements for managing critical BPO relationships.

Now is a great time to join the team, where you can be part of our journey to shape our omni-channel and digital strategies. You’ll join a likeminded team based at our Bradford Head Office, with a blended approach between home and office working enabling us to unlock our best work.

What You'll Do

  • Responsible for the performance, management, governance and oversight of the business critical services outsourced for the production of our YBS Group outbound customer communications, ensuring all required SLA’s and KPI’s are met including the needs of both our internal and external customers.
  • Accountable ownership for managing critical Supplier relationships including suppliers identified as ‘Material Outsourced’ with increased regulatory focus, in accordance with our Risk Frameworks. Ensuring adherence to all required contractual obligations, governance, controls and reporting, ensuring YBS meets its regulatory obligations
  • Provide strategic approach to communication production in line with the YBS Strategic Blueprint. Optimising print output, delivering a reduction in paper to meet target of 50% whilst increasing online interactions and actively drive omni-channel capability to meet customer expectations.
  • Accountable for the development and maintenance of management information (M.I) to support the Supplier SLA’s, KPI’s and full reconciliation M.I in line with regulatory requirements.
  • Responsible for ensuring appropriate SME Input into contract negotiation, Master Service Agreements and Statements of Work, ensuring required protections are in place and up to date.
  • Accountable for the controls, access, information governance, including retention and disposition management and security, including data classification and handling procedures in line with regulatory requirements for all data processed as part of these services.
  • Ensure robust controls in place and effective risk management providing assurance that risks and incidents are managed in line with YBS Group Policies and Procedures.
  • Ensure all budgetary and financial requirements adhered to in a timely and effective manner, including quarterly forecasting and monthly reconciliation providing explanation for any monthly budget variances.
  • Define and lead development of the capabilities, infrastructure and ways of working (within and external) required to establish an operationally high performing service, identifying service improvements drawing upon best practice and external insight.

Skills Required

  • Strong knowledge of regulatory requirements for safeguarding and protecting customer data.
  • Significant experience in Communication Production and Data Management.
  • Strong track record of managing critical 3rd party BPO relationships for this capability/ specialism.

Life at YBS

In addition to the usual benefits such as competitive salary, annual bonus and healthcare packages we offer you…

Flexibility – We offer a range of flexible working options to help you achieve a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we’ll help work to work for you.

Celebrating Success – From everyday thank you cards, to our annual ‘Raising the Roof’ gala to celebrate our golden ticket winners we acknowledge our colleagues successes no matter how big or small.

Giving Back – Fancy 31 hours of paid leave a year to get involved in community activities? Together last year, we completed more than 11,000 hours of volunteering!

Inclusivity - We don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our colleagues, our customers and our community. We are proud to be an equal opportunities employer.


If you’ve got a solid background in managing Communication Production and you want to develop a career in an empowering, respectful and supporting business then why not join us?

Our people are our heart and soul; we’re commercial and caring, big enough to offer you a challenge and small enough for you to make a real impact. We’re devoted to putting people first and doing the right thing by providing real help with real life.

We’d love to hear from you, so why not apply today!

If you have any Questions, please contact Tazafia Mahmood via email at

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