Supplier Performance Manager

Job summary

NS&I is one of the largest savings organisations in the UK with more than 24 million customers and over £240 billion invested. We are both a government department and an Executive Agency of the Chancellor of the Exchequer. Our origins can be traced back more than 150 years to 1861.

A small company with a big reach, we offer a range of benefits including flexible working, a 9-day fortnight scheme, a performance-related variable pay bonus, a generous pension scheme and great opportunities for development. We care for colleagues, respect one another, invest in our people and manage talent effectively.

We are currently working in a hybrid way with colleagues expected to work at their chosen office location for 40% of their working month.

The Supplier Performance Manager in NS&I’s Enterprise Service Management (ESM) directorate will have responsibility for the Planning, Co-ordination and implementation of oversight and governance of NS&I’s strategic suppliers’ performance and service quality. You’ll own the ESM supplier oversight and oversight plan on behalf of the Head of Service Management.

The post holder will work with the strategic suppliers and NS&I Business Supplier Managers (BSMs) to understand the monitoring of service standards (KPIs), ensuring that NS&I’s operational risk control objectives are performing well against KRI’s and align to the organisations risk appetite through the plan of oversight.

The Supplier Performance Manager will work with the relevant SME’s and Head of Service Management to review the quality of service delivered by the strategic suppliers, to validate successful delivery of the services as defined by the supplier contract (Including KPIs, contractual requirements, operational change implementation and agreed processes), and to ensure that the services meet the NS&I business expectation and align to our customer principles and any relevant audits.

This is a key role and as such requires an experienced individual who is confident in both presenting and challenging performance; someone proactive with an eye for detail, good at managing competing priorities, understanding and responding to stakeholder needs.

Job description

• Supplier SLA and KPI tracking and performance – validate quantitative and qualitative data is collected for proactive management of volumes, SLA and KPI achievement on a regular basis.

• Manage and deliver in collaboration with the wider directorate an annual operational oversight activities and oversight plan and report findings monthly to the Head of Service Management. The plan will align to the ESM directorate risk policy and measure the status of the control objectives detailed in the policy.

• Work with the Reporting Managers and BSM ensuring proactive management of supplier’s delivery quality, reviewing supplier performance and trending information to identify opportunities for continual improvement.

• Present as needed at service management meetings to review performance and progress on key areas such SLA and KPI performance, operational risks and issues, blockers, contractual / service gaps, operational improvements & change initiatives, process compliance and overall service performance.

• Collaborate with Business Supplier Managers to identify service gaps and performance issues and ensure these are considered in activities planned for the Directorate.

• Present to NS&I and supplier business stakeholders providing an update on supplier oversight, service improvements initiatives, operational risks and issues.

• Act as a subject matter expert on the operational processes and business rules, validating adherence to these.

• Overseeing identification, tracking and mitigation activities related to operational risks and issues within the supplier’s contractual scope, and communicate those as per the NS&I Risk Management Framework audit requirements

• Work with the BSMs to assist in the proactive management of supplier’s poor performance (where identified through oversight activities) ensuring adherence to contractual obligations and escalating to commercial management when necessary

• Work with supplier and stakeholders to ensure feedback and actionable insight on the service can be used to identify areas of issues or improvement

• Become the central point for audits, co-ordinating responses with the SLT for action tracking and delivery. Also ensuring any risks or key control objectives highlighted by the results of audit are implemented within the team.

Person specification

Extensive experience of enterprise-wide operational delivery including front and back-office servicing. Experience of using out-sourced third-party suppliers and working with management information and data is desirable. Experience of working in an ITSM/ITIL environment preferably with experience in the financial services sector.

Behaviours

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing
• Managing a Quality Service

Benefits

Alongside your salary of £41,500, National Savings and Investments contributes £12,022 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• Some benefits of working at NS&I include:

  • Learning and development tailored to your role
  • An environment with flexible hybrid working options
  • 9-day fortnight scheme
  • A culture encouraging inclusion and diversity
  • A Civil Service pension with an average employer contribution of 28.97%
  • Generous annual leave – starting at 25 days, increasing to 30 days
  • Performance-related variable pay bonus
  • Enhanced maternity, paternity, adoption and shared parental leave

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

To apply, please click the link on this advert and follow the steps to complete the application form.

In your application you will be asked to provide the following

• An outline of your career history and qualifications with your key responsibilities and achievements.

• A 500 word personal statement on how you meet the person specification

• A 250 word statement for each selected behaviour at sift: Communicating & Influencing, Managing a Quality Service

• Please use examples from your experience and knowledge to demonstrate how you meet them addressing the essential criteria in t