Operational Performance Manager

3 weeks ago

London, Greater London, United Kingdom National Savings and Investments Full time

Position Overview

The Supplier Operations Manager will be primarily accountable for overseeing the operational delivery provided by suppliers to guarantee optimal performance and service excellence. This role serves as the liaison, interpreter, and negotiator among National Savings and Investments (NS&I), the supplier, and ESM Client(s).

The individual in this position will collaborate with the supplier and NS&I Business Stakeholders across various Directorates, as well as ESM Client(s), to comprehend business and customer requirements. They will lead initiatives as the escalation point for operational service challenges.

This role will engage with NS&I and ESM Client(s) to assess demand and service scope, ensuring that the services rendered are suitable for their intended purpose. Additionally, the role will involve working with the Commercial and Finance teams to negotiate relevant terms and/or contract scope with suppliers when necessary.

The Supplier Operations Manager will oversee supplier performance, ensuring successful service delivery as stipulated in the supplier contract, including KPIs, contractual obligations, operational change implementation, and agreed-upon processes. This role will foster collaborative relationships between the supplier and NS&I stakeholders.

Key Responsibilities

  • Proactively manage the quality of supplier delivery, analyzing performance data to identify opportunities for continuous improvement.
  • Track and manage supplier SLAs and KPIs, ensuring regular collection of quantitative and qualitative data for effective oversight.
  • Lead the resolution of business incident issues, acting as the primary contact among clients, internal teams, and supplier stakeholders.
  • Facilitate supplier/client meetings as needed to review performance and progress on key areas such as SLA and KPI achievements, operational risks, and service enhancements.
  • Develop and implement an annual operational assurance plan, reporting findings monthly to the ESM Service Delivery Manager and relevant clients.
  • Support high-priority initiatives identified by the supplier, Client(s), or NS&I.
  • Translate NS&I/Client(s) requirements for escalations, projects, demand, and delivery where applicable.
  • Collaborate with other Operational Delivery Managers to identify service gaps and performance challenges, promoting cooperative working methods.
  • Present updates on supplier performance and service improvement initiatives to NS&I/Client business stakeholders.
  • Work closely with the Finance and Commercial teams to monitor supplier performance and escalate issues as necessary.
  • Act as a subject matter expert on supplier contract scope and services, including demand management and process management.
  • Oversee the identification, tracking, and mitigation of operational risks and issues within the supplier’s contractual scope, communicating as per NS&I Risk Management Framework requirements.
  • Manage supplier performance issues proactively, ensuring adherence to contractual obligations and escalating to commercial management when needed.
  • Engage with suppliers and stakeholders to ensure actionable feedback is utilized for identifying areas of improvement.
  • Contribute to the seamless transition of suppliers and operations, including identifying and implementing contractual changes.
  • Escalate high-profile items to the ESM Service Delivery Manager.

This role may involve travel to various sites.

Candidate Profile

  • Experience interfacing with processing and back-office services, particularly with outsourced third-party suppliers and management information.
  • Significant experience in a high-volume, complex operational environment.
  • Proven track record in managing performance, identifying gaps, and driving improvements within an outsourced third-party context.
  • Ability to achieve targets, build strong stakeholder relationships, and deliver additional value while meeting assurance output and deadlines.
  • Experience collaborating with service management and operations teams, especially during major incidents.
  • Excellent interpersonal and negotiation skills, with the ability to build relationships across all levels of stakeholders.
  • Experience in escalation and dispute management.
  • Proficient in Microsoft Office products with the ability to create reports for internal and external presentations.

Behaviors

During the selection process, candidates will be assessed on the following behaviors:

  • Making Effective Decisions
  • Managing a Quality Service
  • Delivering at Pace
  • Working Together

Technical Skills

Candidates will be evaluated on the following technical skills:

  • Proficiency in Microsoft Office products and the ability to develop reports for presentations.

Benefits

In addition to a competitive salary, National Savings and Investments offers a comprehensive benefits package, including a Civil Service Defined Benefit Pension scheme with significant employer contributions. NS&I is a leading savings organization in the UK, committed to providing a supportive work environment with opportunities for professional development, flexible working arrangements, and a culture that values inclusion and diversity.

Some of the benefits include:

  • Tailored learning and development opportunities
  • Flexible hybrid working options
  • Generous annual leave starting at 25 days, increasing to 30 days
  • Performance-related variable pay bonus
  • Enhanced parental leave policies

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