Senior Manager, Service Delivery and Performance

Job description

Welcome to Haleon. We’re a purpose-driven, world-class consumer company putting everyday health in the hands of millions. In just three years since our launch, we’ve grown, evolved and are now entering an exciting new chapter – one filled with bold ambitions and enormous opportunity. Our trusted portfolio of brands – including Sensodyne®, Panadol®, Advil®, Voltaren®, Theraflu®, Otrivin®, and Centrum® – lead in resilient and growing categories. What sets us apart is our unique blend of deep human understanding and trusted science. Now it’s time to fully realise the full potential of our business and our people. We do this through our Win as One strategy. It puts our purpose – to deliver better everyday health with humanity – at the heart of everything we do. It unites us, inspires us, and challenges us to be better every day, driven by our agile, performance-focused culture. About the Role The GCR Senior Service Delivery & Performance Manager is a global role responsible oversight and delivery of consumer engagement service via combination of outsourced vendor and digital service setting. The role sets strategic direction, defines priorities, and makes data-led decisions that balance consumer experience, operational performance, risk, cost, and enterprise value. The individual will lead continuous improvement across global service operations, elevate consumer satisfaction, and ensure performance and financial benchmarks are met. They will influence cross functional stakeholders, guide vendor partners, and oversee governance to deliver consistent, scalable, and cost-effective consumer outcomes across Haleon. Key Responsibilities End-to-End Consumer Service Experience (digital and agent assisted) Identify, understand and manage all consumer engagements and entry points to support and service from Haleon and Haleon brands globally. Create and maintain consumer journey maps across key consumer segments, problems to be solved, reasons for contact, up to and including resolution. Develop strategy, prioritization, and execution of initiatives that shape the end-to-end consumer journey, delivering on Haleon Consumer Relations strategic priorities by improving consumer experience, strengthening business insight, and reducing overall spend. Accountable for defining, reporting, and interpreting journey performance to identify opportunities, inform senior decision-making, and drive measurable improvement. Vendor & Stakeholder Management Oversight of ~100 agent resources and another ~20 operational support resources Oversees digital service globally across 100+ online help centers, accountable for its performance, continuous update and improvement Engage with vendor leadership, including Director-level service delivery and account management support, as well as Operations Leads who manage up to 150 individuals (multiple clients) across 3 sites globally Own vendor lifecycle management from selection, onboarding and delivery to offboarding, ensuring governance, accountability, risk management, and continuous performance improvement. Ensure strong financial management of BPO initiatives, budgeting, invoice approval/payment and forecasting, vendor staffing practices, cost allocation assignments, and benefits tracking. (~ £4.5M annual contractual spend) Oversee vendor governance processes, performance routines, and operational metrics, ensuring transparent reporting, effective challenge, and leadership visibility of service quality and delivery risks. Lead strategic implementation with outsourced vendors, translating enterprise priorities into delivery plans that improve consumer experience in a cost-effective and sustainable way. Drive alignment, consistency, and cohesion across vendor strategies and operating practices to ensure a globally consistent consumer experience. . Performance management & Continuous Improvement: Set the performance improvement agenda by identifying strategic gaps, risks, and opportunities across consumer experience, service delivery, and vendor management. Lead cross-functional collaboration with relevant functions and programme teams to build a continuous improvement environment that improves consumer outcomes across digital experiences and BPO vendors. Recommend and implement process, quality, and performance measurement improvements as per business requirement. Use consumer data, operational metrics, and financial insight to shape service priorities, challenge performance, and support senior-level decision making. Guide the development of reports and dashboards to share visibility of vendor performance with leadership and other stakeholders. Identify opportunities to reduce contacts, improve the consumer experience and reduce costs within the vendor portfolio. Engage with the appropriate groups to implement changes to achieve those objectives. Cross Functional Partnerships: Build and influence cross-functional partnerships to remove barriers, align priorities, and accelerate improvements in service delivery, vendor performance, and consumer experience. Influence cross-functional teams and senior stakeholders to interpret consumer data, resolve complex BPO challenges, and deliver innovative, enterprise-aligned solutions. Qualifications and Skills Demonstrated ability to communicate complex technical information in a condensed manner to various stakeholders verbally and in writing. Ability to lead and drive initiatives independently and manage competing priorities in a dynamic environment experiencing rapid growth and change. Strategic, progressive thinker with a keen eye for improving business process and risk management. Strong leadership skills and experience, including the ability to motivate and coach team members, influence others, and work with all levels of management and professional staff. Networking, business partnering and collaboration Change management Financial planning and execution Job Posting End Date 2026-10-19 Equal Opportunities Haleon are committed to mobilising our purpose in a way that represents the diverse consumers and communities who rely on our brands every day. It guides us in creating an inclusive culture, where different backgrounds and views are valued and respected – all in support of understanding and best serving the needs of our consumers and unleashing the full potential of our people. It’s important to us that Haleon is a place where all our employees feel they truly belong. During the application process, we may ask you to share some personal information, which is entirely voluntary. This information ensures we meet certain regulatory and reporting obligations and supports the development, refinement, and execution of our inclusion and belonging programmes that are open to all Haleon employees. The personal information you provide will be kept confidential, used only for legitimate business purposes, and will never be used in making any employment decisions, including hiring decisions. Adjustment or Accommodations Request If you require a reasonable adjustment or accommodation or other assistance to apply for a job at Haleon at any stage of the application process, please let your recruiter know by providing them with a description of specific adjustments you are requesting. We’ll provide all reasonable adjustments to support you throughout the recruitment process and treat all information you provide us in confidence. Note to candidates The Haleon recruitment team will contact you using a Haleon email account (@haleon.com). If you are not sure whether the email you received is from Haleon, please get in touch.