Service Manager

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.

This role is based in the United States and as such all normal working days must be carried out in the United States.

Job Description

This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities or requirements of the role. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department and the business.

Purpose of Role

• Support the NWM Business in relation to internal and external Service Management
• Support US Service Management Lead in Governance, Oversight and Control of services that NatWest Markets Securities Inc receives
  
  
  

Responsibilities

• Manage the US Service Management Framework to oversee compliance with NatWest Group policies and US Regulations
• Supervise the Supply Chain and Third-Party Risk Management Services received into the US from NatWest Group
• Implement and oversee a Written Supervisory Procedures oversight Framework in conjunction with compliance (Approach, RACI, Calendar, Training)
• Act as a regional/ global liaison and escalation point for service management related queries
• Work with Business functions to complete a data inventory review all Services received for accuracy and oversight
• Review revolving regulations and drive implementation to ensure framework and delivery is fit for purpose and meets all regulatory requirements.
• Oversee Service Management risk results, challenge and support the business on service risks and manage escalation and reporting to Senior Management, SMEs and business owners
• Support the NWM business manage any weaknesses identified from services provided to ensure they are captured, reported and mitigated to within risk appetite
• Coordinate the delivery of MI and reporting for outsourced activities (monthly oversight packs, Board Papers, Metrics)
  
  
  

What are the skills, knowledge and experience needed to do the role?

• Considerable knowledge of outsourcing/ offshoring policies, principles and procedures, including Industry best practices and regulatory requirements (including supervision)
• Project Management and business analysis skills - Ability to organize tasks and priorities effectively and under minimal supervision
• Skilled at identifying and implementing process improvements and a strong personal drive to challenge existing process and seek efficiencies
• Proven ability to work collaboratively and establish/maintain relationships across the organization.
• Ability to communicate with knowledge and credibility to all levels of management, including senior committees, offering well considered solutions and recommendations.
• Strong knowledge of issue resolution and escalation practices, NWM products and services
• Demonstrated skill in timely, proactive, responsive follow-through on deliverables.
• Works effectively across geographies – must be comfortable with voice/video conference presentation and leading dialog internally as well as audit/regulator engagement
  
  
  

The expected base annual salary range for this position is $120,000 - $140,000 at the start of employment. This is not a guarantee of compensation. The exact compensation is determined on an individualized basis and may vary based on skills, experience, training licensure, certifications and location. In addition to base salary, our total rewards package also includes eligibility for an annual discretionary bonus; medical, dental, and vision plans; life and disability insurance; employee wellness programs; retirement and savings plans with potential employer contributions; generous paid time off policy, parental leave and tuition reimbursement.

It is the policy of NatWest Markets Securities Inc. and its parent, affiliates and/or subsidiaries to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, sex, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws. Equal Opportunity Employer -Disabled/Veteran – review "EEO Is The Law", “EEO is the law- Supplement” & “Pay Transparency Provision” posters here.