Contract Manager
You'll be responsible for managing the 24x7 Helpdesk and Support team, who undertake various business support and incident management activities in relation to third party suppliers. This role has the option to be based in either our Edinburgh or Southend offices.
Business Services provides the services that keep RBS running, including Technology Services, Group Operations and Corporate Services. We put money in the ATMs, keep the Bank's technology systems operating, maintain the branch network, protect our customers from fraud, process millions of pounds of payments across the world and provide call centre and online services. We're also developing the new mobile banking technology, working environments for colleagues and strategies to stay ahead of the competition that are shaping the Group's future.
Group Operations is one of the key functions within Business Services. Group Operations supports RBS’ client-facing businesses by providing secure, reliable and efficient services to customers wherever they are in the world. Contract Management, Group Services are responsible for managing the day to day relationships with many suppliers who provide operational services to RBS Group in the UK and Ireland.
As Contract Manager, you’re responsible for the management of several external suppliers that provide products and services, including payment processing, on-line security and application processing. It's a varied role where you'll be responsible for effective maintenance of high quality service delivery, timely resolution of service incidents and contract issues, as well as managing recovery activities to ensure customer position is maintained or corrected. And you will build and maintain effective relationships with all business partners and suppliers.
To succeed as a Contract Manager, you'll
- Ensure services are of high quality, offer excellent performance outcomes and customer experience
- Resolve all services impacting incidents with minimum impact on the Group and our customers
- Identify and deliver service and cost improvement opportunities
- Act as escalation point for inbound stakeholder queries
- Develop and deliver MI to underpin service delivery against contracted performance
- Have a graduate or professional qualification or relevant experience in a complex technology-dependent environment (ideally, cards processing
- Have incident / recovery management and supplier relationship and contract management experience
In return, we offer an excellent employee salary and 30% cash and benefit funding programme which can be tailored to suit your individual needs. In addition to financial benefits, we offer a wide selection of exclusive lifestyle offers, development and learning programmes, services and support designed to help you manage and balance your own work-life priorities.
Please note as part of our referencing process credit checks will be undertaken.
Did you know that RBS won a number of awards as a top employer in the UK in 2012? Best Business Awards 'Best Employer', Business In The Community Top 10 'Ethnic Equality’ ‘Gender’, Working Families 'Top 10 Employer', Workingmums.co.uk Top Employer 'Employee Engagement’, The Times Top 50 ‘Where Women Want to Work’, The Times Top 100 'Graduate Employers’, and The Sunday Times 100 ‘Best Companies to Work For’.
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