Relationship manager

The main functional responsibilities of the relationship manager are:

encourage an atmosphere of trust, openness and communication and an attitude based on working together and shared objectives
proactively look for ways to improve the relationship wherever possible
ensure that all stakeholders in the arrangement feel that they are involved, that their views are important and that they are acted upon
establish and manage a communication framework and ensure that it is used effectively
establish and manage communication flows between customer and provider, and ensure that they are used
ensure that communications at all levels are peer-to-peer
manage the dispute resolution process
resolve 'soft' tensions between customer and provider, that is, situations where tension is felt or perceived but no formal issue has yet arisen
'manage upwards' to ensure that senior management are informed about issues before they escalate, and can intervene as appropriate
establish regular reporting procedures, both formal and informal, and ensure that they are used
organise forums, working groups, seminars, roadshows, training sessions, and other information-sharing activities involving staff from both the customer and the provider side
promote understanding of each other's business practices and common techniques
It is vital that the relationship manager has the authority to make or suggest changes to the arrangement - working practices, communication flows, the contract itself - to ensure that the relationship is safeguarded.

Further information

See the draft Contract Management Guidelines.