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 day‑to‑day data and process workflow issues, ensuring accuracy, consistency, and alignment with Bank policy.
- Independently assess issues, applying judgement to resolve where appropriate and escalating more complex matters through agreed support channels.
- Maintain accurate and up‑to‑date 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, re‑routing 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 order-related invoice queries, ensuring issues are tracked and progressed to resolution.
- Support supplier onboarding activities by introducing new suppliers into the Bank's procurement systems in line with established process and governance.
- Provide operational support for P2P (Procure‑to‑Pay) 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
- 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
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Business Support Analyst - Procurement in City of London employer: Bank of England
The Bank of England is an exceptional employer, offering a dynamic work environment where innovation and user-centred design are at the forefront of its mission. With a strong commitment to employee development, the Bank fosters a collaborative culture that values diverse perspectives and encourages professional growth through training and mentorship. Located in London, employees benefit from a comprehensive benefits package, flexible working arrangements, and the opportunity to contribute to meaningful projects that shape the future of financial services.
