Out Sourcing Partner

Overview

We are seeking a highly organized and detail oriented Outsource Support Partner to support the Head of Outsource Operations and the Third-Party Relationship Manager by reducing their administrative workload. This role is critical to ensuring smooth operational processes and compliance across the business.

The successful candidate will work closely with multiple teams, including Investment, Legal, and external Servicers on the panel. This is an excellent opportunity for someone who thrives in a dynamic environment and can adapt quickly to changing priorities.

Key Responsibilities

• Supporting a high-performance Operation
• Managing an Outsource Mailbox: Oversee and manage a dedicated outsource support mailbox, ensuring all incoming communications, queries, and requests from external servicers are logged, prioritized, and addressed promptly.
• Handling Day-to-Day Queries: Serve as a point of contact for external servicers, efficiently handling and resolving a wide range of operational and data‑related queries in a timely manner
• Creating Business Packs: Assist with preparation and compilation of comprehensive performance and business review packs for regular meetings with internal stakeholders and external servicers, highlighting key metrics, trends, and compliance status.
• Onboarding New Portfolios: Coordinate and execute the end‑to‑end process of onboarding newly acquired debt portfolios onto the system, ensuring timely and accurate paperwork
• Dealing with Servicer Queries: Triage and resolve complex inquiries related to servicing, data integrity, payment processing, and system functionality in collaboration with internal subject matter experts.
• Ensuring Adherence to Internal Policies: Continuously monitor and verify that all external servicing activities are conducted in strict adherence to the company’s internal policies, regulatory requirements, and contractual requirements.
• Supporting Risk and Control Self-Assessments (RCSA): Actively participate in the preparation and execution of Risk and Control Self-Assessments (RCSA) related to the external servicing operations, helping to identify, document, and mitigate control weaknesses.
• Ensuring Documentation Management: Implement and maintain a robust system for storing and filing all outsource-related documentation, including contracts, performance reports, audit findings, and internal policy documents, ensuring they are easily accessible and compliant with retention policies.
• Maintain Operational Logs: Accurately update and maintain various operational logs and trackers to ensure a complete audit trail.
• Coordinate Meetings: Schedule and coordinate meetings between internal teams and external partners, including managing calendars, preparing agendas, distributing pre-reading materials, and accurately minute‑taking during sessions.
• Invoice Documentation: Assist in gathering and verifying necessary documentation to support the timely processing of invoices from external servicers.
• Supporting BCP: Assist in the creation, maintenance, and periodic testing of Business Continuity Plans (BCPs) specifically tailored for the outsourced servicing environment, ensuring operational resilience and minimal disruption in the event of an incident.
• Collaboration: Work closely with multiple teams, including Investment, Legal, and Executive Committee (ExCo), and will be exposed to pricing models, contract management, and risk frameworks.
• Deadline adherence: Assist in managing strict deadlines for portfolio purchases and reporting.
• Control adherence: Assist with the management of Servicer control logs, ensuring they are kept up to date and controls are performed inline with expectation.
• Adaptable: Adapt to shifting priorities in a fast‑paced environment.

Job Details

Job Title: Outsourcing Partner

Location: Manchester, UK

Job Type: Permanent

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