Business Service Manager (One Bank Service) within the Oracle Business Support Team

We are seeking an experienced Business Service Manager with strong knowledge of Oracle functionality to lead our Tier 1 business support team for the Bank's enterprise Oracle service, called One Bank Service (OBS). You will ensure a consistent, high-quality colleague experience across Oracle-enabled People (HCM) and Procurement (ERP) processes through effective triage, stakeholder coordination, performance monitoring and continuous service improvement. The role sits within the Bank's Central Services Governorship and reports to the Coherence Lead within Central Operations.

Working within a multi-tier support model for the Bank's Oracle platform, you will partner closely with central functions and SMEs within People, Central Operations, Finance and Technology teams to deliver customer facing support in Tier 1, as well as coordinating effective hand-offs to Tier 2/3. You will oversee an overall team of five, which includes four business support colleagues handling People and Procurement queries, coaching them to deliver service excellence and meet agreed service standards.

You will drive consistent service provision within Tier 1 by monitoring performance (volumes, themes, resolution times and SLA adherence) and providing clear reporting to business stakeholders. You will use service insights to identify issues, coordinate actions and deliver measurable improvements to the colleague experience. You will support the business Product Owners for Oracle People (HCM) and Oracle Procurement (ERP) by coordinating day-to-day customer interactions, shaping and clarifying business requirements, and maintaining a well-structured backlog informed by demand drivers, incidents and recurring queries.

The four tier support model:

• Tier 0 (self-service) - improved knowledge and insight allow colleagues to self-serve without support;
• Tier 1 (Triage/Support) - provision of hands-on support from business colleagues to triage and/or address queries;
• Tier 2 (SME Support) - involvement of SMEs within respective teams (business and technical) to address queries. Can involve process and policy owners.
• Tier 3 (Specialist Support) - involvement of Bank-wide Technology support or external SMEs if required.

Key Areas of Responsibility:

• Oversee Tier 1 business support for People and Procurement services, ensuring effective triage, hand-offs, prioritisation and timely outcomes.
• Coordinate complex or high-impact queries and incidents, ensuring ownership is clear and progress is tracked through to resolution.
• Liaise between business users/SMEs, service teams and Technology teams—translating business needs into actionable requests, clarifying expected outcomes and coordinating dependencies.
• Escalate critical incidents appropriately; ensure mitigations are recorded, actions completed and communications are in place.
• Provide clear, timely updates to stakeholders on status, timelines, service impacts and planned changes; gather feedback to inform improvements.
• Act as the day-to-day delegated Product Owner for Oracle People (HCM core/absence) and Oracle Procurement, ensuring demand is captured, prioritised and progressed.
• Manage demand intake from Tier 1 and stakeholders and translate it into clear backlog items (problem statements/user stories), including acceptance criteria, service outcomes, impacts, dependencies and constraints.
• Facilitate regular backlog refinement and prioritisation with business Product Owners, ensuring decisions consider colleague impact, risk and service improvement opportunities.
• Work with Technology delivery partners to progress change through the delivery pipeline, ensuring business requirements are clear and stakeholders remain engaged.
• Support business readiness for agreed changes (e.g., communications, training needs, UAT coordination and feedback loops), while not owning technical configuration or release management.
• Monitor performance against agreed standards and SLAs; analyse volumes, themes and repeat-contact drivers to identify trends, root causes and improvement opportunities.
• Provide regular service reporting and thematic insights to stakeholders, recommending actions to improve journeys, reduce risk and enhance colleague experience.
• Lead or contribute to service reviews with internal teams and third parties, ensuring actions are agreed, owned and delivered.
• Coordinate improvements across Tier 0 knowledge quality and Tier 1 handling to reduce avoidable demand and improve time/cost to serve.
• Support structured business feedback loops for changes (e.g., UAT coordination and post-change feedback) to confirm outcomes and identify residual issues.

Managing and developing the Team:

• Lead the growth of the team through sharing knowledge, developing thought leadership, supporting goal development and coaching.
• Be a role model to the wider team by showcasing our Bank Behaviours and leading by example.

Role Requirements:

• Minimum criteria: Proven significant prior experience operating in a live service, operations, or business support environment, with accountability for service performance and colleague/customer outcomes.
• Demonstrable knowledge of Oracle-enabled business processes, ideally across HCM (People) and/or ERP (Procurement).
• Proven ability to triage and coordinate resolution of incidents/queries across multiple teams, including escalation management.
• Demonstrable experience managing service stabilisation, high‑volume demand, or post‑go‑live environments, maintaining control and service standards.
• Ability to use data and MI (volumes, themes, SLAs, repeat contact drivers) to identify trends and drive service improvements.
• Experience translating business needs into clear requirements or backlog items (e.g., problem statements, user stories, acceptance criteria).
• Experience in a functional and/or technical role in a business or systems delivery.
• Excellent stakeholder management skills and proven ability to collaborate and build strong relationships with varying team members.

Essential Criteria:

• Ability to communicate clearly on status, impacts, risks and outcomes at all levels including engagement with senior colleagues during live‑service issues.
• People leadership experience, including coaching, performance management and creating an inclusive, high-performing team culture.
• Strong planning and organisational skills, with the ability to manage competing priorities and deliver to deadlines.
• Knowledge of agile ways of working and working with Technology delivery partners.
• Credibility in providing expert advice and direction in an operational setting.
• Ability to manage complex, high‑impact, or sensitive issues, including de‑escalation, conflict resolution, and firm expectation management.
• Analytical capability to identify recurring issues, root causes, and service risks, and to drive sustainable improvements.
• Experience owning service performance, including workload management, service metrics, and continuous improvement activity.
• Confident use of ITSM / case‑management tools and understanding of live‑service management best practice.
• Proven track record in agile and waterfall methods of change delivery.
• Experience working in (or alongside) HR operations, procurement operations and/or shared services environments.
• Experience operating within a tiered support model and implementing demand-reduction/self-service improvements.
• Familiarity with service management practices (e.g., SLAs, incident/problem management, service reviews).

Desirable Criteria:

• Experience working in (or alongside) HR operations, procurement operations and/or shared services environments.
• Experience operating within a tiered support model and implementing demand-reduction/self-service improvements.
• Familiarity with service management practices (e.g., SLAs, incident/problem management, service reviews).

Location: London

Salary and Benefits:

Salary range of circa £69,440 - £78,120 per annum (depending on skills and experience). Non-contributory pension with options through our flexible benefits programme. Discretionary performance award, benefits allowance, annual leave and private medical insurance.

Notes:

Number of direct reports: 5