24 Oct
O'Neill Patient Solicitors
Stockport
Job Profile: A key member of the Senior Management Team, the Partner Relationship Manager will collaborate with the Group Partnerships Director and the New Business Account Manager to support the firms strategic growth and service agenda through the business Partner Relationship Management framework. Business Unit & Department: Partnerships Reporting to: Group Partnerships Director Key Responsibilities: • Own the delivery of the group wide Partner Management Relationship Framework • Build strong working relationships with Partners at functional and operational levels. • Be the primary business contact for any Partner BAU relationship interactions, including queries and escalations,
ensuring appropriate action is taken in line with Partner expectation and contractual requirements. This also includes maintaining accurate records of all escalations and ensuring stakeholder visibility through regular internal and external stakeholder reporting as appropriate. • Responsibility for the production and co-ordination of accurate management information and corresponding narrative inline with Partner expectation and contractual requirements (including ad-hoc requests). • Lead and facilitate regular Partner meetings, performance reviews and CI sessions including documenting inputs/outputs (agendas/actions) and maximizing opportunity to strengthen client relations and support the business Partnership agenda. • Ensure instruction volumes are inline with business plan, ensuring that fluctuations are aligned to Partner agreements and internal volume planning. • Provide visibility and insight to all internal stakeholders of Partner performance metrics (SLA’s, KPIs, NPS, CSQ, EODs, Contractual and panel position).
• Internal governance of key contractual requirements including pricing structures, KPI’s, SLA’s to ensure visibility and ease of access as appropriate. • Working with internal stakeholders across the business to ensure managed and visible implementation of all contractual and ad-hoc Partner change in line with expectations and budgets • Co-ordination of all internal due diligence and Partner audit activity, ensuring effective stakeholder engagement and planning to facilitate a professional and smooth process for both the business and Partner.
This includes establishing and maintaining a centralised due diligence library Experience and Profile • 10+ years experience in executing and delivering relationship management frameworks within a contractual Partner environment in the legal financial services sector • A deep knowledge and understanding of governance frameworks, due diligence processes and Partner performance management expectations • In depth knowledge of remortgage and conveyancing processes in addition to deep industry knowledge of the wider ‘home moving’ market • Excellent written, verbal, interpersonal and communication skills • Have a real passion for what they do and why they do it • Want to succeed, grow, be challenged and challenge others • Are driven, confident, flexible and engaged Health and Safety Responsibilities: The Management of Health and Safety at Work Regulations 1992 re-enacts the Health and Safety at Work etc. Act 1974,
which places responsibilities on the employer and employees alike. In connection to this, the Company reminds employees of their duties under Section 7 of the act: To take care for their own health and safety and that of others who may be affected by their acts or omissions. Additionally, employees must also co-operate with the company to enable it to discharge its own responsibilities successfully. Furthermore, all employees must: - • Carry out assigned tasks and duties in a safe manner, in accordance with instructions, the safe system of work, and to comply with safety rules/procedures, regulations and codes of practice • If aware of any unsafe practice or condition, or if in any doubt about the safety of any situation,
consult their Line Manager • Obtain and use the correct equipment for the job and ensure that a visual inspection is carried out before use. Do not to use any that are unsafe or damaged. • Report any accident, near-miss, dangerous occurrence or dangerous condition to their Line Manager • Not participate in horseplay or place fellow employees in danger by their actions General Responsibilities: • Know ONPs strategy and ensure what you do on a day to day basis is in line with those strategic objectives • Ensure the work you do is of high quality and that ONP’s standards, procedures and policies are followed at all times • Engage in personal professional development and attend mandatory training • Present the Company in a positive way at all times with internal and external clients,
customers and staff • Comply with the Company’s HR and Health and Safety policies at all times • Work flexibly and efficiently in order to meet internal and external customer needs, whilst maintaining the highest possible professional standards • Bring new ideas and approaches with an open mind • Maintain confidentiality and security at all times • You undertake that you will devote your whole time, skill and attention during working hours to your work for the Company Additional Duties/ Responsibilities: The list of duties/ responsibilities is not intended to be exhaustive, but gives a general indication of the tasks involved. It is the nature of the company that tasks and responsibilities are, in many circumstances, unpredictable and varied.
All employees are, therefore, expected to work in a flexible way when the occasion arises and acknowledge that tasks not specifically covered in their job description are not excluded. This job description defines the key responsibilities and duties, skills, qualifications and experience. The list is not exhaustive and is designed to act as a guide. The changing needs of the business may give rise to changes in any aspect of the job description, which will therefore be subject to periodic review.
▶️ Partner Relationship Manager
🖊️ O'Neill Patient Solicitors
📍 Stockport