Retail Director and Partnership Director
NS&I is one of the largest savings organisations in the UK, with over 25 million customers and more than £140 billion invested. It combines a history dating back over 150 years with a record for continuous improvement and innovation, regularly winning awards for quality and service.
NS&I’s role is to offer retail savings products (including Premium Bonds) to help to provide cost effective funding for the UK Government. NS&I is an Executive Agency of the Chancellor of the Exchequer with a direct link into HM Treasury.
The organisation holds strong values around security, integrity and straightforwardness. Colleagues and customers are treated with professionalism and respect. NS&I is now looking to recruit a board level Retail Director to help drive enhanced customer sales and retention.
About the roles
The Retail Director has overall responsibility for the delivery of retail sales and retention. This post reports directly to the Chief Executive and offers extensive professional challenge and stimulation as well as an opportunity for innovation almost unique at this scale in the UK. It will play a crucial role in the success of NS&I.
You will define and deliver the retail customer offer and product set for NS&I, leading the development of customer activities such as channel shift, customer satisfaction and product set. You will also lead the development and delivery of marketing plans including social media to support NS&I Retail targets.
For this critically important post we require a commercial and strategic thinker with substantial experience in retail financial services, and a record of successful customer innovation at a senior level. You will also possess a resilient but consensual leadership style coupled with the ability to deliver key business results.
NS&I is seeking to recruit a Partnership Director to take overall responsibility for the delivery of the contract they have with a third party administrator responsible for all NS&I operations, including IT and customer services. This is a collaborative and innovative contract which has helped deliver savings of over £400m to NS&I, while also enabling innovation in products and improved customer service.
The role will mainly focus on ensuring the contract continues to deliver benefits to NS&I, through interaction with the business and effective engagement with the supplier. This will often involve complex commercial negotiations as well as overseeing the supplier’s operations in the UK and India. The post is likely to involve re-tendering the contract when it expires.
In addition to the responsibilities around the contract, the post will also develop and implement a customer complaint strategy for NS&I.
For this critically important post we need an individual with substantial experience in strategic contract management as well as an ability to operate confidently at high levels of scale and complexity. You will also require advanced interpersonal skills at a level necessary to lead a team and gain credibility with the outsourced partner and with colleagues within NS&I.
Experience of overseeing a complex tendering exercise at a senior level would also be highly desirable.
The roles are equivalent to Senior Manager Function 3 and 6 under the Financial Conduct Authority Senior Manager regime although NS&I is not FCA regulated it has a similar shadow regime
NS&I is committed to equality of opportunity in all its employment practices, policies and procedures. NS&I is a two ticks employer and is therefore committed to interviewing all candidates with a disability who meet the minimum criteria for a job vacancy.
If you have any queries about any aspect of this appointment, or wish to have an informal discussion, then please contact Andrew Timlin on 020 7259 8743.
Closing date for both roles: 29th January 2018.