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Savings Services Manager

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Savings Services Manager

  • Newcastle

Business Area: Savings


Brief description

An experienced savings professional able to provide robust oversight of an outsourced service provider to ensure that performance aligns with strategic objectives and Paragon risk appetite.

Purpose of the role

A management and delivery role providing effective first line oversight and governance over a material outsourcing arrangement, covering all aspects of service management, including performance review and quality assurance, cost escalations and risk reporting.

Providing a first line control function, working closely with second and third line assurance functions to ensure that service oversight, management processes and structures are operating effectively.

Duties & responsibilities
Skills
  • Ensuring that performance is tracked against agreed measures, making interventions and escalations to ensure conduct and operational standards are met
  • Senior level engagement/communication with relevant Paragon support functions and challenge. This includes infrastructure services, working with specialists in Infrastructure Architecture, IT Security and Operational Resilience
  • Ensure delivery of quality and compliance frameworks with appropriate interventions
  • Develop control processes and interrogate management information using operational knowledge to assist in maintaining or improving service standards
  • Responsible for the day to day liaison of the outsource partner, act as the first level escalation point for any process and performance issues or customer service cases
  • Review feedback mechanisms and MI to baseline service levels and customer satisfaction. On a regular basis and define, agree and implement improvement plans resulting from this
  • Oversight and governance of risk management and reporting across the savings business.
  • Maintain a full understanding of relevant compliance and regulatory issues.

Essential

  • Experience in savings management
  • Understanding of compliance and regulatory issues, including customer due diligence
  • Broad commercial and financial awareness
  • Strong customer focus with the ability to build relationships at all levels

Preferable

  • Flexibility to work with outsourced teams
  • Broad IT technical knowledge in infrastructure Architecture, IT Security Management and Operational Resilience

Qualifications and experience

Educated to degree level.

Working hours

37.5 hours per week, Monday to Friday, 8.30am to 5.00pm (one hour for lunch).

Training

Relevant training will be provided.

Paragon Banking Group PLC.  Registered in England number 2336032.  Registered office 51 Homer Road, Solihull, West Midlands  B91 3QJ.


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