Location: London, United Kingdom

Location: Leeds and London

Acting as a trusted point of contact, this role will work to assess queries from colleagues and business areas, manage escalations appropriately, and maintain the integrity of business processes. The role is centred on service delivery, operational reliability, and continuous improvement.  

Key Interactions  

As well as supporting CS Business Areas and addressing direct queries from Bank colleagues, the role will require regular interactions with other colleagues within the wider OBS support model who sit within other CS Directorates (primarily AskHR and Finance Operations), support colleagues from Technology and other Business SMEs where appropriate.

Primary Responsibilities  

Service & Operational Support (c.70%)  

• Act as a first line point of contact for supplier, colleague and business queries, ensuring they are handled promptly, professionally, and with a strong service ethos.  
• Resolve daytoday data and process workflow issues, ensuring accuracy, consistency, and alignment with Bank policy.  
• Independently assess issues, applying judgement to resolve where appropriate and escalate more complex matters through agreed support channels.  
• Maintain accurate and uptodate organisational data, supporting data integrity and reliable business operations.  
• Support roles and position administration activities to reflect organisational changes and business requirements.  
• Manage workflow activities, including monitoring transaction status, rerouting where approvers are unavailable, and providing visibility to stakeholders on progress.  
• Where queries cannot be resolved directly, passing them to appropriate Business SMEs, or for queries of a technical nature, passing onto the Technology Support Team, and raising a related Remedy ticket.  
• Support access governance processes by reviewing and approving business access requests, maintaining audit trails, and ensuring compliance without executing access changes directly.  
• Support the production of service metrics and dashboards where required (performance, service provision, colleague/supplier details)
• Support activities spanning procurement platforms including P2P, catalogues, sourcing, contract management, SRM, and supplier due diligence systems, ensuring consistent service and accurate guidance.
• Liaise with Finance to help resolve purchase orderrelated invoice queries, ensuring issues are tracked and progressed to resolution.
• Support supplier onboarding activities by introducing new suppliers into the Banks procurement systems in line with established process and governance.  
• Provide operational support for P2P (ProcuretoPay) and procurement catalogue processes, including maintaining and improving supporting protocols to ensure alignment with procurement policy.

Issue Management, Testing & Quality Assurance (20%)  

• Coordinate and participate in business user acceptance and regression testing once fixes are provided by Tier 2/3 teams, ensuring solutions meet business needs before their formal implementation.  
• Support investigations and testing activities in controlled test environments where required, strictly in a business assurance capacity.  
• Identify recurring issues and trends, feeding insights into service improvement and prevention activities.  
• Actively support continuous improvement initiatives aimed at improving colleague experience, service quality, and operational reliability.  
• Provide training to business areas where required in new service functionality and process changes (where required) to support adoption and build understanding
• Knowledge, Documentation & Continuous Improvement (10%)  
• Document resolutions, known issues, and FAQs to support consistent handling of enquiries and faster resolution times.  
• Contribute to the maintenance of shared knowledge resources, promoting knowledge sharing across the support function.  

Skills, Knowledge & Experience  

Minimum Criteria

• Experience providing customer or operational support in a professional environment, including handling enquiries, resolving issues and escalating where appropriate
• Experience working with business processes, workflows and data, with a strong attention to detail and commitment to data quality
• Experience supporting procurement processes or e-procurement systems, such as Procure-toPay (P2P), sourcing, purchasing, invoicing or supplier administration
• Ability to analyst information and use judgement to resolve operational issues, escalating more complex matters through agreed processes
• Strong written and verbal communication skills with the ability to work effectively with colleagues, stakeholder and suppliers

Essential  

• Strong customer service mindset, with experience handling enquiries and resolving issues in a professional support environment.  
• Demonstrable experience working with business processes, data quality, and operational workflows.  
• Ability to assess issues, apply judgement, and escalate appropriately within defined support models.  
• Strong attention to detail, particularly when managing people related data and documentation.  
• Clear and confident communication skills, with the ability to engage effectively with colleagues and stakeholders at all levels.  
• Experience supporting eprocurement systems (notably P2P and sourcing) and associated operational processes.  
• Experience in data collection/cleansing/analytics and producing dashboards/visualisations for procurement insights
• Understanding of procurement policy/regulatory context (e.g., Public Contracts Regulations 2015).  

Desirable  

• Experience supporting a relevant set of business processes within a large or complex organisation.  
• Familiarity with structured issue management, knowledge management, or service improvement practices.  
• Experience contributing to user acceptance or business assurance testing activities.  
• MCIPS (or working towards) and/or experience configuring eSourcing systems