AMS PSR

On behalf of National Savings & Investments, we are looking for 2 x Supplier Performance Managers (Inside IR35) for a 6 month contract based hybrid (2 days a week) in either London, Lytham, Durham or Glasgow.

NS&I is one of the largest savings organisations in the UK with more than 24 million customers and over £218 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 care for colleagues, respect one another, invest in our people and manage talent effectively.

This role is subject to Baseline Personnel Security Standard and financial credit checks.

Role:

This is a key role responsible for supplier oversight, operational assurance, performance management and governance across strategic service providers.

Working closely with suppliers, business stakeholders and senior leadership, you will ensure that services are delivered in accordance with contractual obligations, KPIs, operational controls and customer expectations.

As a Supplier Performance Manager, your main responsibilities will be to:

• Manage supplier performance against contractual SLAs, KPIs and service quality targets.
• Monitor, analyse and report on supplier operational performance, identifying trends, risks and opportunities for improvement.
• Develop and deliver operational assurance and oversight activities in line with NS&I's risk management framework.
• Lead supplier governance activities and present performance updates to senior stakeholders and service management forums.
• Work collaboratively with suppliers and internal stakeholders to identify and resolve service gaps, risks and operational issues.
• Ensure operational controls, business rules and agreed processes are consistently followed.
• Support ongoing quality assurance activities, including reviewing complex customer cases and validating operational outcomes.
• Conduct detailed reviews of supplier-managed processes, ensuring calculations, communications and customer payments are accurate and compliant.
• Track and monitor remediation activities arising from audits, reviews and assurance findings.
• Manage supplier escalations where service performance falls below expected standards.
• Act as a key point of contact for operational audits, risk reviews and governance activities.
• Work closely with Commercial, Finance and Supplier Management teams to address contractual and performance-related concerns.
• Drive continuous improvement initiatives to enhance service delivery and customer outcomes.

Essential:

• Proven experience in supplier performance management, operational assurance or quality assurance within a complex outsourced or multi-supplier environment.
• Strong analytical and attention-to-detail skills, with experience reviewing operational processes, performance data, KPIs and SLAs to identify risks, issues and improvement opportunities.
• Excellent stakeholder management, communication and influencing skills, with the ability to build relationships and challenge suppliers and senior stakeholders when required.
• Resilient, proactive team player with a strong customer focus, able to quickly embed into a fast-paced operational environment and manage competing priorities effectively.

Desirable:

• Financial Services or Public Sector experience.
• Experience working within an ITSM environment.

Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident

As a member of the Disability Confident Scheme, NS&I guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

Armed Forces Covenant 

National Savings & Investments guarantees to interview veterans or spouses / partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".