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HOURS: Full-Time
WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites
About This Opportunity
We're seeking a highly motivated and experienced Service Delivery Oversight Manager to join our Global Outsourcing Team, based in our Business & Commercial Banking (BCB) division.
This pivotal role will lead the service engagement with a key supplier, ensuring that outsourced services consistently meet BCB's high standards. You'll work in close partnership with Banking Operations, Client Services, and Lending Operations to drive service excellence and support initiatives that enhance the overall client experience.
Key Responsibilities:
Service Provision: Ensure that all services delivered by the supplier align with BCB's operational expectations, contractual obligations, and quality standards.
Service Issue Escalation: Serve as the primary escalation point for all operational service events related to the supplier, ensuring timely resolution and root cause analysis.
Activity Coordination: Oversee and coordinate supplier activities to minimise disruption to customer delivery and ensure seamless service continuity.
Balanced Scorecard Performance Monitoring: Monitor and validate supplier performance against Balanced Scorecard metrics, including SLAs and quality indicators, ensuring data integrity and accountability.
Service Risk Events: Identify, assess, and mitigate service-related risks. Develop and implement corrective action plans to address service failures or vulnerabilities.
Service Enhancements: Champion continuous improvement by facilitating service enhancement initiatives and collaborating with the supplier on innovation and optimisation proposals.
Supplier Performance: Track and support supplier performance and assurance activities, ensuring compliance with governance frameworks and regulatory requirements.
Billing Management: Manage the end-to-end billing process, including validation, reconciliation, and issue resolution to ensure accurate and timely invoicing.
Training Oversight: Monitor and report on mandatory training completion rates for supplier personnel, ensuring alignment with BCB's compliance and operational standards.
Insight Preparation: Prepare and present insightful reports and analysis for Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and Balanced Scorecard (BSC) reviews.
Supplier Engagement: Build and maintain strong, collaborative relationships with supplier representatives and key partners across BCB, Lloyds Banking Group (LBG), and BPO partners.
What You'll Need
Demonstrable experience in service delivery management, supplier oversight, or a related operational leadership role.
Deep understanding of outsourcing models, supplier governance, and performance management frameworks.
Strong partner management and interpersonal skills, with the ability to influence and negotiate effectively at all levels.
Proven ability to manage multiple priorities in a fast-paced, dynamic environment.
Analytical approach with strong problem-solving capabilities and attention to detail.
About Working For Us
Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.
As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long term health and neurodivergent conditions) where it is reasonable to do so. This could include flexibility with regards to office attendance, location, and working pattern.
If you have a disability, you can also apply via our Disability Confident Scheme (DCS). Through the DCS, we guarantee to interview a fair and proportionate number of applicants with a disability, whose application meets the minimum criteria for the advertised job role.
We also provide reasonable adjustments throughout the recruitment process to reduce or remove barriers for applicants with a disability, long-term health condition or neurodivergent condition. If you'd like an adjustment to the recruitment process just let us know.
We also offer a wide-ranging benefits package, which includes:
A generous pension contribution of up to 15%
An annual performance-related bonus
Share schemes including free shares
Benefits you can adapt to your lifestyle, such as discounted shopping
30 days' holiday, with bank holidays on top
A range of wellbeing initiatives and generous parental leave policies
This is a once in a career opportunity to help shape your future as well as ours. Join us and grow with purpose.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Management, Strategy/Planning, and Supply Chain
* Industries
Banking, Financial Services, and Investment Banking
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