Introduction

ServiceNow ITOM Specialist with a deep understanding and extensive experience in managing ServiceNow Discovery and Service Mapping. The individual would excel in translating business requirements into practical ITOM solutions and would have a keen eye for optimizing processes and automating workflows. Their strong technical acumen, coupled with their ability to lead and collaborate with teams, would allow them to drive successful ITOM projects from conception to implementation.

Core Responsibilities

• Owns the Infrastructure Discovery and Application/Service Mapping lifecycles along with their associated technologies.
• subject matter expert (SME) for infrastructure discovery and application service mapping.
• Collaborate with support teams and project stakeholders to gather requirements, analyse business processes, and identify opportunities for process optimization and automation.
• Configure and customize ServiceNow ITOM modules, including Service Mapping, Discovery, Event Management, and Operational Intelligence, to meet client-specific needs.
• Develop technical specifications, workflows, and integration requirements to support ServiceNow implementation projects.
• Provide leadership and guidance to junior consultants and project teams, fostering a collaborative and high-performance work environment.
• Conduct training sessions and knowledge transfer activities to enable support teams to effectively use and maintain the implemented solutions.
• Stay updated with the latest ServiceNow trends, features, and releases, and proactively recommend enhancements or new functionality to stake holders.
• Works closely with other technology SMEs to build and maintain accurate application service maps. Designs, develops, and implements custom patterns, probes, and sensors to achieve a complete and accurate discovery of infrastructure components and application services. 
• Ensures that horizontal discovery and service mapping products are highly available, reliable, and performant.
• Creates and maintains custom patterns, probes, and sensors to accommodate internal discovery requirements.
• Establishes and maintains discovery schedules.
• Monitors discovery and service mapping results, reconciling and addressing any anomalies.
• Proactively plans capacity of ServiceNow MID servers and maintains and configures appropriately.
• Works with Service Owners and SMEs to ensure that accurate service maps are discovered and maintained.
• Participates in platform upgrade planning, testing, and validation.
• May participate in projects including preparing project plans, assigning tasks, monitoring statuses, coordinating efforts, validating team recommendations, integrating efforts into a comprehensive strategy and delivering results on time.
• Writes and/or reviews system specifications, including output requirements, flow charts and technical diagrams.

Experience Requirements

• Minimum 6-8 years of experience with the ServiceNow platform, with a focus on ITOM implementations, Service Mapping and Discovery modules.
• Strong knowledge of IT Service Management (ITSM) processes and frameworks (ITIL, CSDM).
• Hands-on experience in designing and configuring ITOM solutions in the ServiceNow platform.
• Familiarity with IT operations and infrastructure management concepts, including network devices, servers, databases, and cloud environments.
• Experience with ServiceNow CMDB and integration with third-party tools and systems.
• Excellent problem-solving and analytical skills, with the ability to troubleshoot and resolve complex technical issues.

Knowledge Requirements

• Basic Network knowledge of IP protocol, SSH, SNMP
• System administration experience in Windows, Linux, Unix
• Understanding of desktop, server, database, network infrastructure in cloud environments and on-premises data centres
• Previous knowledge of banking applications (mortgage quoting, savings and lending specific) is added advantage.
• Practical experience with ServiceNow, specifically CMDB, CSDM and Discovery
• Knowledge and understanding of Cloud technologies, including the resource life cycle within a CMDB
• In-depth hands-on experience on leveraging a CMDB for Continuous Integration and Continuous Delivery

Skill and Competency Requirements

• Certified Implementation Specialist certifications in ITSM and ITOM.
• Excellent interpersonal and communication skills
• Experience in effective and influential communication with senior management and stakeholders with proven leadership skills (Stakeholder management, Requirements management)
• Experienced in effectively coordinating multiple initiatives and working with conflicting priorities in a fast-paced environment.
• Highly developed analytical and problem-solving skills and attention to detail.
• Ability to execute multiple tasks simultaneously, efficiently and within a pre-determined time frame.
• ServiceNow CMDB Fundamentals trained and/or certified.
• ITIL v3/4 foundation certified.

Qualifications/Certifications

• A Computer Science or equivalent technical degree or qualification (or 3 years + experience in a similar role) is essential.

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

The purpose of the Problem Manager role will be to prevent incidents from occurring, minimising the impact of unavoidable incidents, publishing workarounds, developing the concept of known errors and utilising incident data to identify trends.

The role will be pivotal to continuing to drive improved stability and future continued improvement across OSB technologies.

Core Responsibilities

• Oversee day-to-day process execution for the Problem Management process
• Gathering data on incident trends, hardware and software failures, and resource utilisation and capacity issues. Analysing these trends to identify potential problems and/or recurring incidents. Identifying potential solutions, assessing the impact of each, and evaluating alternatives. Putting strategies and processes in place to solve problems permanently.
• Identifying resolved problems as candidates for inclusion in the Known Error Database and helping the teams to develop workarounds to problems with no permanent fix.
• Implement mechanisms for proactive problem management by analysing historical data to identify and eliminate potential incidents before they occur.
• Responsible for improving and protecting the availability and resilience of the company’s IT infrastructure.
• Developing, implementing and improving the problem management process
• Integrating the process into the ITSM toolset
• Schedule and chair Problem Review / Problem Board & Problem Task review meetings, delivering regular and consistent reports enabling management Information critical for decision making. Escalating issue’s to senior management when traction is not happening on tasks assigned to technicians.
• Deliver a risk based problem scoring metric
• Work with technicians for submitting change requests as required for eliminating known problems or problem prevention for problem resolution.
• Contributing to continuous service improvement of technologies, process, people and tools.
• Communication of problems to various stakeholders of varying degrees of seniority, this could include 3rd parties.
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.

Experience Requirements

• Equivalent to 6-8 years of overall experience in the IT industry
• Equivalent to 2+ years previous experience undertaking analytical problem solving within an IT environment is essential
• Equivalent to 2+ years’ Experience working within a complex technology environment is essential
• Equivalent to 2+ years’ Experience in an IT Service Management environment is essential
• Minimum 2 years’ experience with Service Now ITSM tooling is essential
• Equivalent to 2+ Years or more demonstrated experience in working with diverse teams across on and offshore including line and performance managed is essential.

Knowledge Requirements

• Basic knowledge of UK mortgage and/or savings products is desirable.
• Excellent knowledge of problem management principles and the processes required for supporting them is essential.
• Knowledge of Service Desk and Incident Management Systems and disciplines is essential.
• Excellent knowledge of IT Infrastructure technologies used in a banking domain is essential.
• Detailed knowledge of the ISO 20K, 27K, 9K is desirable

Skill and Competency Requirements

• Excellent skills in respect of documentation, strong problem solving, analytical and time management are essential
• Excellent skills inanalysis, communication, emotional intelligence, resilience, creativity, adaptability, attention to detail, accuracy, organisational and teamwork are essential
• Expert skills in respect of stakeholder management are essential
• Expert skills in respect of written and oral communication are essential
• Proficiency in Microsoft Office / O365 (Word, Excel, and PowerPoint) are desirable

Qualifications/Certifications

• Bachelor’s degree in Computer Science or related field is essential.
• Technical IT training qualifications is beneficial
• ITIL v4 Foundation certification is essential
• Problem management qualification is beneficial
• Quality & Process related certifications are desirable

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

The key purpose of this role is to act as the last line of support for all incidents, requests, problems and changes associated to end user support team within the entire OSB India estate.

The role is essential to the organisation and will be seen as a technical expert within their field. This would result in extensive involvement to provide guidance and mentoring analysts while working primarily on project planning for future services as well as maintenance and upgrade planning for existing systems.

As technical lead the role holder would be expected to provide technical assurance for all changes within the remit of their technology tower and be accountable for the stability within their technology.

Core Responsibilities

• Provide direction, coaching, and development support to the team members while ensuring the team is engaged and capable of delivering on their accountabilities and meeting service standards of the department (in line with department goals/objectives).
• Provide direction to the team on all incident, request, and operations related matters, which includes ensuring workload allocation is equitable amongst all team members.
• Assess the skills and capabilities of the team on an ongoing basis to determine learning and skill requirements including identifying appropriate training requirements.
• Drive and actively complete quality assessments, performance review and discussions with the team members
• Ensure availability of self and team members to support end users through the business week and plan for availability for contingency, maintenance activities, etc.
• Report on the performance of the team and self on the KPIs on regular intervals
• Responsible for providing technical assistance to team members in case of technical roadblocks and users (both hardware and software) which includes troubleshooting, researching, and resolving issues in a timely manner.
• Responsible for ensuring tickets are documented and resolved in a timely manner and SLAs are adhered to.
• Act as subject matter expert and respond to complex questions and problems raised by team members or users.
• Work to continually review and explore Operational best practices and implement any policy, procedural and technical changes as required.
• Work to monitor and analyse support services to the organization through user feedback and report analysis to provide continuous improvement and efficiencies of support service levels.
• Work to manage all hardware moves, adds, changes and special requests as it relates to the set up and maintenance of the telephone and voicemail system, multifunction and local printers, copiers, desktops, laptops, and Mobile Devices.
• Lead and manage End User Support Operations in OSBI ensuring high-quality service delivery, client satisfaction, and compliance with service level agreements (SLAs).

Experience Requirements

• 7-10 years’ experience in an IT Support role including minimum of 3-5 years in people management.
• 7+ year’s hands-on technical experience in Windows helpdesk/service desk environments, you should be able to demonstrate a track record of developing helpdesk deliverables.
• 3-5 years’ experience of Windows Active Directory administration.
• 3-5 years’ experience in relationship management with 3^rd party providers
• 5-7 years’ experience in an IT Service Desk or IT Support Administration role using ITIL-aligned processes and procedures.
• 3-5 years’ experience providing IT support within a Citrix mainframe environment.
• 2 years previous experience working within a financial services organisation

Knowledge Requirements

• Thorough knowledge of Microsoft Windows Operating System (windows 10) & Applications (MS Office / Exchange)
• Strong technical knowledge of corporate EUS hardware platforms (HP/Dell desktop, laptops, thin clients, Apple mobile devices, Room booking systems, Anti-virus software, VPN clients)
• Good knowledge of ITIL basics and principles
• Understanding of basic networking technologies and concepts
• Technical knowledge of Citrix in a support environment
• Knowledge of cloud-based technologies such as O365

Skill and Competency Requirements

• Service oriented, open, and good with analytical skills
• Excellent people management skills
• Communication skills in respect of are essential
• Ability to work independently and in collaboration with multiple stakeholders
• Experience of delivering results through cross-functional working
• Troubleshooting skills in respect of hardware/software/network issues are essential
• Strong customer service skills are essential

Qualifications/Certifications

• MCSA / MS Azure related certifications
• Bachelor’s Degree in computer science or equivalent experience.
• ITIL Foundation certified
• Comptia A+/CCNA/CCNP

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

The principal purpose is to provide Technical support for the Websites (IIS and SharePoint) environment of OneSavings Bank. As an Engineer you will work on all incidents however, most of your work will be complex or sensitive tickets that will need your level of knowledge and skills to resolve our challenging customer issues.

The role is essential to the organisation and will be seen as a technical expert within their field, this would result in extensive involvement in project planning for future services as well as maintenance and upgrade planning for existing. This role holder would be expected to provide technical assurance for all changes within the remit of their technology tower and be accountable for the stability within their technologies.

Reporting to the Tech Lead, you will work across Web technologies and SharePoint, and you would be expected to have expert level knowledge in these areas. This role forms part of an Infrastructure team providing both BAU and Project support to our clients. Working in a SLA driven environment to deliver high levels of customer service to our client.

Core Responsibilities

• Very good experience in Share point administration (on-prem and online)
• Managing and checking the overall server health and functionality
• Working on problem resolution, identifying the root causes, and taking preventive maintenance.
• Monitoring SharePoint disk space usage through the built in SharePoint reports for each site collection
• Monitoring the SharePoint Trends (e.g., Site Usage and growth, disk space usage and growth
• Regular review cleans up management and configuration of SharePoint accounts and sites.
• Debugging skills and techniques for each of these areas identified above.
• Working knowledge of SharePoint sites and configuration.
• SharePoint Server Farm deployment.
• Internet Information Server (IIS) and the basic operation of websites, Application Pools, IIS
• Administration, the IIS Metabase, Ports, SSL Certifications (security certificates and wildcard certificates)
• Regular review of the events and messages reported in Event viewer and performance monitor.
• Administration of a server including service packs and hot fixes.
• Managing application pools and IIS Sites.
• Apply Cumulative updates/hotfixes when required.
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.
• Backup/Restore of the Site collection /List/ Web.
• Ensure that you fully understand and comply with the organisation’s Risk Management Policies as they relate to your area of responsibility and demonstrate in your day-to-day work that you put customers at the heart of everything you do.
• Ensure that you fully understand and comply with the organisation’s Data Governance Policies as they relate to your area of responsibility and demonstrate in your day-to-day work that you treat data as an important corporate asset which must be protected and managed.
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.
• As nominated Risk Champion for your function, work alongside the Risk function in developing and maintaining a risk management agenda, acting both to ensure the necessary levels of transparency for potential risks and promoting a positive culture of awareness and accountability throughout your function.
• Given responsibility by the Executive Owner to act as the Relationship Owner and primary business contact for the services being outsourced. Responsible for meeting the day-to-day requirements as outlined in the VM&O Policy and its supporting procedures.  Responsible for providing a risk assessment, for agreeing risk appetite and also for monitoring performance versus appetite.  Ensuring that the Group’s Service Providers are adhering to the Information Security Requirements.  To participate in Group Relationship Owner training and training refreshers as scheduled. Maintain relevant supporting evidence and documentation within the Service Provider File in line with data retention requirements.
• Ensure that you keep your professional knowledge up to date in order to comply with the Knowledge and Competence requirements of the Mortgage Credit Directive.

Experience Requirements

• 5 to 8 years relevant experience in SharePoint administration.
• 2 to 3 years’ experience in managing functional escalations at a capacity of senior levels.
• Very good experience in trouble shooting and Event log analysis.
• Strong experience in administering SSL certificates for web servers (creating, applying, and troubleshooting).
• Strong experience in Enterprise website management is essential.
• Mission critical website / web app management is essential.
• Experience in Windows Server 2012/2016, load balancers, networking, DNS, AD, and firewall
• Experience of web and application services running MS IIS, SharePoint 2010/2013/2016/2019 and SharePoint online
• Microsoft platform experience supporting Windows Server, MOSS
• Experience in managing hardware load balanced applications.
• Experience in Web Infra scoping to Azure/Cloud hosting or similar will help immensely.
• Cloud hosting experience is added advantage.
• Experience in working on Virtualised environment (VMWare)

Knowledge Requirements

• In-depth knowledge on Server Management , Active Directory and networking
• In-depth knowledge in SSL certificates renewals and AD Internal CA Certificate renewals
• Experience in SharePoint 2016/2019 Administration/configuration tasks.
• Experience in Microsoft SQL server
• Excellent understanding of CSS and HTML.
• Knowledge in installation and configuration of SharePoint multi-level farm in On premises
• Knowledge in Search infrastructure.
• Knowledge on User profile management /Sync , SPD workflows 2013 & 2010
• Knowledge on Taxonomy, Managed Meta data permissions

Qualifications/Certifications

• A full time technical diploma or engineering degree on computers
• Microsoft Certification on relevant areas will be an added advantage.
• ITIL Foundation certification is desirable

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

The key purpose of this role is to provide management guidance and subject matter experience for the oversight of Cyber and IT Risk. Based on the 3 Lines of Defence risk framework this is a Line 2 role coordinate the management of security and IT risk between the operational teams and the Audit Team.

This role will  support and develop Operational Risk practices  focussing on IT and Security systems and processes, and enhance the risk culture in the business by carrying out second line of defence control monitoring activities as part of the RCSA (Risk Control Self-Assessment) and provide any input, challenge and appropriate reporting.

Core Responsibilities

• Provide subject matter expert technical support to the Senior Operational Risk Manager to lead the design, embedding and ongoing review of an IT Risk Management Control Framework and the Cyber Risk Framework.
• Manage and continually review the first line IT and Security risk management, controls and risk events via the Risk and Controls Self-Assessment (RCSA), attend any applicable meetings with the IT function.
• Provide oversight from an IT and Security Risk perspective of major OSB Group change programmes such as Simplification and Modernisation.
• Ensure that appropriate Policies and processes are in place and embedded, to ensure IT and Cyber-risk is managed within the agreed risk tolerances.
• Develop and report on a suite of metrics to ensure that IT and Cyber-Risk is monitored, controlled and reported upon appropriately.
• Maintain a future-orientated approach to identifying risks, assessing potential threats and providing threat intelligence on a regular basis to mitigate emerging risks, conducting further assessments where required.
• Undertake second line critical reviews and challenge the first line of defence on the management of risks to ensure that the first line of defence is sufficiently robust and effective, identifying gaps or improvements for recommendation.
• Provide BCP and Disaster Recovery testing support and oversight as required.
• Support the Vendor Management with the Risk Management and assess the resilience of critical third party suppliers and ensure that the business continues to monitor the relationships where required, further embedding the third party oversight control framework.
• Review, monitor and challenge IT risk events which could affect the overall control environment, highlighting issues, agreeing SMART actions where necessary and supporting Root Cause Analysis.
• Deliver Operational Risk Training and support the business in workshops as and when required
• Undertake specialist thematic reviews and deep dives within the IT function and manage the findings with the key stakeholders
• Contribute to, and support, the design and update of the Operational Risk policies, procedures and frameworks, utilising industry knowledge and best practice
• Ensure that you fully understand and comply with the organisation’s Risk Management Policies as they relate to your area of responsibility and demonstrate in your day to day work that you put customers at the heart of everything you do.
• Ensure that you fully understand and comply with the organisation’s Data Governance Policies as they relate to your area of responsibility and demonstrate in your day to day work that you treat data as an important corporate asset which must be protected and managed.
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.

Experience Requirements

• Previous detailed experience of working in a Operational IT/Security Risk or similar role within a Financial Services or risk based environment is essential
• Experience working with IT and Cyber Security controls is essential.
• Experience of Risk assessment and measurement methodology is essential
• Experience of design, development and testing of data risk prevention controls for Information Security is desirable
• Previous experience of 2^nd line themed review and operational risk management/assessment is desirable

Knowledge Requirements

• Detailed knowledge of Operational Risk Management processes and the associated regulatory requirements is essential
• Specialist, technical knowledge of IT infrastructure and IT risks is essential
• Specialist knowledge of network security, information security, Cyber risk prevention and mitigation is essential
• Specialist knowledge of 3rd party IT and information security requirements is essential
• Solid understanding of statistical analysis and modelling techniques is desirable

Skill and Competency Requirements

• Ability to represent the Operational Risk team as a subject matter expert in all IT and Security risk management issues is essential
• Ability to provide specialist, technical operational risk guidance on all IT matters, including Information Security and Cyber Security risk mitigation, across the business is essential
• Specialist technical skills in respect of IT infrastructure and assessing IT risks and controls are essential
• Specialist technical skills in respect of carrying out assurance activity against IT risk controls are essential
• Ability to act with professionalism at all times is essential
• Robust skills in respect of Interacting with people at all levels in an organisation are essential
• Strong skills in respect of numeracy and excel are essential
• Excellent skills in respect of verbal and written communication are essential
• Good IT skills in the use of Microsoft Word are essential
• Excellent organisational skills are essential
• Robust skills in respect of attention to detail are essential
• Presentation skills are essential

Qualifications/Certifications

• Degree Level

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

The Tech Lead/L4 Analyst Role will act as the last line of support for all incidents, requests, problems and changes associated to their area of infrastructure whilst also providing guidance, mentoring and cover to Analyst(s), Sr. Analyst(s), Tower Manager and the Heads of respectively.

The role is essential to the organisation and will be seen as a technical expert within their field, this would result in extensive involvement in project planning for future services as well as maintenance and upgrade planning for existing. As a technical lead, the role holder would be expected to provide technical assurance for all changes within the remit of their technology tower and be accountable for the stability within their technologies.

Core Responsibilities

• Manager specialism in technical functions providing support in the following areas: Network and Telephony.
• Mentoring support Tech Leads, Sr analysts, Support Analyst and junior support staff in all aspects of their specialism, supporting the creation of knowledge articles and driving the opportunity to shift left.
• Tech Lead & SME of fulfilment of incident, request, change and problem remediation against the agreed service levels. In addition to ensuring providing expertise for project delivery is considered.
• Maintaining and managing standards for the Banks IT infrastructure and associated systems in line with industry best practice.
• Plan and implement all hardware and software upgrades, both from a technical & user perspective.
• Ensure that service management procedures are adhered by the team
• Ensure that all network security management procedures are adhered by team
• Accountability for chosen security network and telephony appliances
• Responsibility for maintenance, supporting config and firmware of all network and Telephony equipment within OSB
• Create a maintenance roadmap for Network and Telephony devices that ensures compliance at defined levels.
• Work with the organisation in developing and executing continuous service improvements by ensuring any appropriate functionality and new technologies are identified and escalated to management.
• Deliver routine management, monitoring and reporting capabilities within your area of infrastructure. Implement changes order to maximise their effectiveness in conjunction with the other infrastructure teams.
• Create and maintain all infrastructure documentation as required.
• Where required review all technical input into new projects and initiatives where appropriate.
• Collaborate in delivery with Third Parties; ensure consistent standards are met at all times.
• Maintain the company’s compliance standards and own compliance training.
• Manage Technology stakeholder relationships both internally and externally to OSB to ensure all IT quality standards are met, IT project milestones are achieved and that OSB makes the most appropriate use of technology to support business success.
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.

Experience Requirements

• 14 years previous experience in a complex corporate IT infrastructure role is essential.
• 14 years previous experience of support the following is essential: Network and telephony Technologies
• 5+ years previous experience working within a financial services or similar organisation is essential
• 5+ years knowledge of Data Centres Designs with special focus on IP Networks, Security and Application Delivery Solutions.
• Essential lead/manager experience in implementation Layer & L2/L3 Protocols VLANs, STP, LACP, Routing, DHCP Server/Relay/Client, SFlow, HA & Cloud Technologies
• Hands on High level setting up proven experience on NAC. AAA - Authentication, Authorization and Accounting
• Must have strong knowledge of Network Defense, Proxy, Firewalls, IDS, IPS, Encryption Solutions and Authentication Servers (LDAP,RADIUS, TACACS, RBAC, Local Auth etc.,)
• 5+ years previous experience required around supporting telecom technologies, Callmanager, Virtual IR, IPFX, IVR Payment System, RedBox
• Strong knowledge of Next Generation Firewalls (e.g. Checkpoint, Palo Alto, Cisco) Strong knowledge of Load Balancing Solutions (e.g. F5 BIGIP LTM & GTM)
• 5+ years of previous experience supporting other critical technologies is desirable: AV Protection, Monitoring and configuration Systems (SCOM, SCCM and OPManager), SQL Database systems and associated applications, Virtulization (Vmware), Storage (HP Sans) and Support, IT Security (Websense, F5, Dell SecureWorks etc.) and Web Infrastructure
• 5+ years Solid knowledge of Data Centres Foundation Systems and DTV back-end environments.
• 7+ years relationship management experience with 3^rd party providers

Knowledge Requirements

• Previous demonstrable knowledge and hands on experience to CCNP or CCIE level (certifications preferable) of working with:
• Advanced Cisco IOS and NX-OS administration Essential
• Cisco DNA and ACI Essential
• Cisco Fire Power support & configuration Essential
• Cisco ASA support & configuration Essential
• Checkpoint and Palo Alto FW support & configuration (one of them Essential)
• Wi-Fi deployment, configuration and troubleshooting Essential
• Ability to implement / oversea changes effectively Essential
• Experiencing in transforming Data Centre network infrastructure for a cloud centric business Essential
• Excellent knowledge of Windows Server (2008>2016) is essential
• Excellent knowledge of supporting Virtual Environments is essential
• Previous knowledge of Cisco management tools is essential
• Previous knowledge of banking applications (mortgage quoting, savings and lending specific) is essential.
• Minimum 8 years or more experience in performance & capacity management, and hardware lifecycle refresh
• Minimum 15 years working knowledge of IT infrastructure components (e.g. networking, data centre, servers, IT security, firewalls, VMWare) and managing and integrating a portfolio of on premise and close-based systems (e.g. Office 365, Azure, AWS)
• F5 load balancer support & configuration desirable
• Ability to resolve 3rd-line level customer related technical issues quickly and efficiently
• Design and deliver solutions to issues and problems that are unique and bespoke
• Can act as a mentor to junior, less experienced staff
• Able to deliver results - a self-starter and a finisher
• Defining technology standards for network deployments
• Maintain and update a complete documentation set for the network, including Disaster Recovery/Business Continuity plans

Qualifications/Certifications

• GSCE/GCE qualifications in both maths and English are essential
• A Computer Science or equivalent technical degree or qualification (or 14+ years + experience in a similar role) is essential.
• At least two technical professional qualification (Microsoft, Cisco, Citrix, VM or another main player) is essential.
• Should have experience in managing a team size of 10-15 members
• CCNA / CCNP / CCIE etc. essentialss
• PCNSE/ PCNSA essential
• ITIL V3 foundation is essential

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

The key purpose of this role is to conduct independent assurance monitoring and testing in the Operational 1LoD.

This is a specialised role expected to support with the identification and monitoring of Operational risks through effective control testing and risk assessments.

The role is key in ensuring the Operational 1LoD meets business needs and regulatory expectations.

Knowledge Requirements

• Excellent knowledge in Microsoft Word, Excel & Power Point is essential
• Excellent knowledge of Banking Operational functions Mortgage or Savings Products is essential
• Good knowledge of ethical standards, BCOBS, MCOBS, FCA Principles and DISP is desirable
• Written and verbal communication skills with team members, peers, and management
• Understanding of internal controls
• Attention to detail and organisational skills
• Problem solving and analytical skills with proven ability to use data effectively to identify and resolve issues is essential

Qualifications/Certifications

• Graduate/Post Graduate in commerce/mathematics discipline is essential
• Qualification in Quality Management (CQI or equivalent) qualification is desirable
• Degree in business finance or equivalent is desirable
• Qualification in process and risk management is desirable

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

The role holder will be responsible for supporting ad hoc analytical requests across all risk types (i.e. credit, market/liquidity, operational, conduct risk e.t.c), made by the UK based risk and compliance functions and wider business stakeholders as required.

The group is currently in the process of enhancing its risk analytics capability and the creation of this new role will facilitate acceleration in the enhancement of insights provided to Senior Management and internal and Board risk committees.

The role holder will also be responsible for periodic 2nd line thematic (deep dive) reviews (e.g. lending exceptions performance analysis), and periodic testing of the quality assurance / controls implemented and executed by the 1^st line business functions (i.e. lending underwriting assurance process).

The risk team at OneSavings Bank PLC plays a central role in achieving the Bank’s ambitious growth plans and the successful candidate will have a unique opportunity to liaise with other parts of the Risk and Compliance team and the wider business functions and achieve personal development goals.

Core Responsibilities

• Ad hoc risk analysis (supporting all risk types i.e. credit, market and liquidity, operational and conduct risk).
• Thematic risk specific deep dive reviews and controls testing across the business risk functions as required.
• As nominated Risk Champion for your function, work alongside the Risk function in developing and maintaining a risk management agenda, acting both to ensure the necessary levels of transparency for potential risks and promoting a positive culture of awareness and accountability throughout your function
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations

Experience Requirements

• 2+ years’ experience of owning and running regular ad hoc risk analysis.
• 2+ years previous experience using SAS and SQL
• Good experience on PowerBI.
• Advanced excel user (i.e. proficient user with respect to Vlookups, VBA, other excel formulas) essential.
• Proficient user of Microsoft PowerPoint, creating presentations for senior management.
• 2+ years’ experience of undertaking a risk related role within a retail consumer finance business is desirable

Knowledge Requirements

• Knowledge of risk management within the banking / financial services sector.

Qualifications/Certifications

• A university degree in a quantitative field (i.e. Engineering or Mathematics) is essential.

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

The head of information security will lead India based components of the OSB Group CISO function reporting into the Group CISO and covering aspects including security engineering, security operations, identify and access management, security governance and support delivery of group information security programmes and initiatives. They are responsible for framing geographically distributed technology groups internally and the technical management of project teams. They will also assume the responsibility of managing and maintaining the information security framework and controls (such as ISO27001) as updated under the operational framework agreement between OSB India and OSB Group, the parent organisation.

The head of security will also work closely with other members of the Group CISO leadership team, business and product owners ensuring alignment with the Group information security strategy and services fulfil current needs support the overall vision of the organisation.

The ideal candidate will be a seasoned information security technologist and manager with experience in leading security functions with responsibility for people, security processes and technologies. He or she will have a blend of experience across delivery, business development, risk management and the practical application of information security principles and technologies. They will ideally have prior leadership experience and will be enthusiastic about technology and its widespread application in business transformation. Experience working within the Banking Industry (in banking, vendors or a large tech firm) is highly desirable.

Core Responsibilities

• Support OSB Group Information Security Management Program working in coordinating with Group CISO and his/her leadership team
• Support enhancing the Information Security Management Program & Framework (ISO27001 etc.) for the local OSBI organisation
• Align OSBI security services and capabilities to the Group Information Security Strategy and Roadmap
• Talent acquisition and management: Hire, maintain and manage excellent pool of technical expertise across Information Security functions & services delivered from OSBI and Group
• Accountable for performance of all Information Security Functions and staffs reporting. Inspiring, developing, and managing a high-performing team of information security professionals and engineers.
• Understand and interact with related disciplines though committees to ensure consistent application of policies, standards across all technology projects, systems and services
• Cooperating with wider IT and other departments to ensure data security and compliance.
• Driving local security improvements and integrated capabilities to align and support the company's overall goals and objectives.
• Maintaining knowledge of the latest IT and Security technologies and trends.
• Building and maintaining relationships with external data vendors and partners.

Experience Requirements

• Minimum of 15+ years of experience
• Seasoned technology leader with a strong background in Information Security
• Experience managing globally distributed technology and engineering teams\ security services
• Strong leadership experience and ability to manage and mentor team of information security SMEs through the creation of high performing teams delivering measurable improvements
• Track record of operating and presenting to senior leadership level – CISO, CTO, CIO etc.
• Experience managing delivery budgets (up to multi-million £s), defining OKRs
• Experience in capacity management, hiring, training, staffing
• Experience of service migration projects, cloud platforms

Knowledge Requirements

• Strong documentations, presentation and communication skills
• Setting up the local operating model for information security teams.
• Defining governance/controls framework covering information security, data security, ownership, quality, regulations
• Skilled in maturity assessments, strategy/roadmaps
• Strong architectural knowledge with one or more of Modern information security platforms on on-prem
• Demonstrable experience and knowledge of risk management principles and frameworks

Qualifications/Certifications

• Strong academic background in a relevant discipline

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

The key purpose of this role is to provide Data Governance (DG) technical services in line 1 to support the Group in meeting the obligations of its data policies and standards.  The analyst will support the implementation and maintaining of Data Governance tools and solutions, which support the data owners and/or steward community across the group in evidencing compliance with the data policies.

The role will be part of the Operational Data Governance team which embed the framework, policies, standards and procedures to improve the ownership and integrity of data across the organisation.

Core Responsibilities

• Support the Operational Data Governance Manager in implementing Data Governance initiatives; working to continuously improve these within in the Group across all data types; focusing on demonstrable value back to the business.
• Design, build and execute efficient controls to assess data quality and compliance with data governance policies.
• Assist with the delivery of the Data Governance responsibilities (data classifications, glossaries, taxonomies) across the Group.
• Provide technical support in implementing and administering enterprise technologies such as Informatica data governance & quality, Varonis access management & retention, CIMCON EUC Insight end user computing & spreadsheet risk management tools
• Perform data profiling and database review to understand data elements along with their definitions and use.
• Promote a collaborative, cross functional approach to data knowledge sharing, contributing to an effective data control environment for areas such as Data Quality and EUC management.
• Work with Data Owners and Data Stewards to design and monitor performance indicators, metrics & scorecards relating to Data Governance.
• Be a champion for Data Governance and the best use of our Group data resources in support of business objectives.
• Develop and maintain an understanding of data across key business areas, systems, processes and business relationships.
• Proactively identify improvements to data operations processes and systems, promoting Data Governance by design.
• Take responsibility for the creation of committee packs (including compiling MI for reporting) and minutes. This will involve liaising with entities across the Group, senior managers, and directors.
• Support the Operational Data Governance Manager to develop and deliver training resources. (promote data literacy across the group)
• Work collaboratively with Operational Risk and second line functions to support the identifying and mitigation any business-wide Data Governance risks and ensure that they are managed through the relevant forums and committees.
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.

Experience Requirements

• 7+ years of strong experience of data governance / management related activities e.g. Data catalogue, Master Data Management, Data Quality, EUC management, data ownership, data profiling.
• 5+ years of stakeholder engagement: Interacting with people at all levels in an organization including senior management within a large organization is essential.
• Experience in using and maintaining tools like Informatica, EUC Insights/CIMCON and other IDQ tools (for data profiling)
• Related work experience of implementing processes and procedures around data profiling, data quality and master data management.
• Experience of designing and implementing Data Governance Framework as well as associated policies and processes is desirable.
• Related working experience and exposure of Microsoft SQL data warehousing, Azure data platforms is desirable.

Knowledge Requirements

• Strong experience in data related activities and principles is essential.
• Demonstrable knowledge of data tools such as SQL, spreadsheets for data analysis, Informatica, and similar others.
• Understanding of the data lifecycle is desirable.
• Ability to take a supporting role in business projects requiring extensive influence of non-direct reports is desirable
• Experience of supporting the implementation of data governance controls is essential.
• Excellent report writing skills with experience in extracting, reporting and manipulating data from a data warehouse environment is desirable.

Skill and Competency Requirements

• Proven passion for DG is essential and a strong drive for results is essential
• Good interpersonal, influencing and relationship management skills is essential
• Extremely meticulous in approach to work with outstanding attention to detail is essential
• A quick learner and an ability to work with little or no supervision is essential
• Flexible approach and extensive latitude for independent judgment is essential
• A team player with an ability to function in a setting with tight deadlines is essential
• A commercial outlook, able to balance competing influences and make a business decision is essential

Qualifications/Certifications

• GSCE/GCE qualifications in both Maths and English is essential
• Data Governance certification/qualification is desirable 

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

The role is responsible for risk assuring IT controls following the Group IT Risk Assurance Framework.  This will be to ensure that risk mitigating controls continue to achieve the purpose they were initiated for and to alert the IT team to situations where these controls are either failing or not functioning correctly. The IT Risk assurance function follows a 3 line of defence model with assurance contributing to the 1.5 Line if Defence.

• Manage the collation, analysis and reporting of completed assurance audit reviews, identifying key control weaknesses, failures, improvements, follow-up activity and remedial planning.
• Perform regular assurance reviews for Information Technology & Information Security departments to ensure compliance with the RCSA process.
• Work with internal audit team to develop a unified approach ensuring risk assurance reviews complement internal and external audits.

Occasional travel will be required to OSB’s head office locations in UK.

Core Responsibilities

• Perform control reviews to support RCSA process in line with industry best practices and guidelines specified by 2^nd LoD
• Perform Assurance checks as per agreed Calendar and publish reports
• Support in providing attestation for any regulatory compliance submission for Group IT
• Work in conjunction with Risk and Compliance team to ensure business to IT risks are adequately protected with the necessary assurance reviews
• Building relationships and maintaining regular dialogue with key stakeholders across IT
• Work with Compliance team and ensure all OSBI IT submissions are completed as per schedule
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules
• Work as individual contributor as well as a team player

Experience Requirements

• Overall Experience 7 to 12 years is essential
• 4 - 6 years previous experience in IT Risk Assurance and/or IT Auditing is essential
• 2- 3 years previous experience in Risk Management is desirable
• 2 - 3 years previous experience with ITSec Control evaluation is essential
• 2 - 3 years previous experience in a Financial Services IT department is desirable
• 2 years previous experience in Project Management is desirable
• 2 years previous experience in SDLC & ITSM review is desirable
• 2 years previous experience in IT Disaster recovery and Business continuity is desirable
• 1-2 years previous experience in conducting reviews for cloud infrastructure is desirable
• 2 -3 years of exposure to interaction with Senior stakes holders is essential

Knowledge Requirements

• Knowledge of Internal Audit & Assurance process is essential
• Hands on experience of conducting Audits and generating reports is essential
• Good understanding on majority of the industry standards ISO 27001, ISO 27017, ISO 31000, ISO 22301, ISO 20000, ITIL, NIST Cyber Security Framework, etc. is essential
• Knowledge of IT infrastructure including network devices, servers and backup systems is desirable
• Well versed with reviews in following domains: SQL, CITRIX, Security Control check, Vendor Management Reviews is desirable
• Knowledge of Information Security Concepts and controls is desirable
• Good in managing reports and presentations is essential
• Should have excellent communication skills (Written and Verbal) is essential
• Should be excellent team player is essential

Skill and Competency Requirements

• Understanding of Risk Management Life Cycle – Intermediate - desirable
• Understanding of Risk Assurance Process – Intermediate - essential
• Understanding on various industry standards
• ISO 27001 –Advanced - essential
• ISO 20000 / ITIL –Intermediate - desirable
• ISO 22301 –Intermediate – desirable
• ITGC / ITAC – Intermediate - essential
• NIST Cyber Security Framework -Basic knowledge - essential
• Agile Process -Basic knowledge - desirable
• Understanding of SDLC life cycle -Basic knowledge- desirable
• Conduct Risk Assurance Review –Intermediate - essential
• Time Management – Advanced - essential
• Communication - Written (Email/Audit Report) – Advanced - essential
• Communication - Verbal (Public speaking and presentation skills) - Advanced- essential
• Understanding of IT Infrastructure – Intermediate. - desirable

Qualifications/Certifications

• ISO 27001 LA or CISA qualifications is essential
• CRISC qualification is desirable
• ISO 20000 LI/LA desirable
• ISO 22301 LI/LA desirable
• Training / Certification in Prince 2 or CAPM is desirable
• Training / Certification in PCI-DSS is desirable

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

The IT Service Desk Team Leader is a key leadership role responsible for overseeing the day-to-day operations of the IT Service Desk. This role involves leading and guiding the service desk team to provide exceptional IT support, ensuring the resolution of incidents and service requests, and promoting a customer-centric approach. The Team Leader will be proficient in MS Office tools and excel in Major Incident Management, demonstrating strong leadership skills to foster a high-performing and responsive service desk team.

Core Responsibilities

• Lead, mentor, and guide the ServiceDesk team members to achieve service excellence.
• Establish clear objectives, provide regular feedback, and conduct performance reviews.
• Foster a positive and productive team culture.
• Oversee the handling of end user incidents, service requests, and escalations.
• Ensure incidents are logged, prioritized, and resolved within defined SLAs.
• Coordinate with team members to ensure a timely and accurate response to end users' issues.
• Assign and distribute work among team members based on skills and availability.
• Manage team schedules to ensure 24/7 coverage and address peak workloads.
• Provide technical expertise and support for complex incidents and requests.
• Collaborate with team members to troubleshoot and resolve IT issues effectively.
• Analyse data to identify areas for improvement and implement proactive measures.
• Generate reports and analyse key performance indicators (KPIs) to assess team performance, identify trends, and recommend improvements.
• Demonstrate a high level of proficiency in ServiceNow, with the ability to create, automate, and maintain reports and dashboards for monitoring team performance and incident management.
• Utilize ServiceNow as an administrator to manage system configurations, users, and workflows efficiently
• Identify training needs for team members and facilitate professional development.
• Promote knowledge sharing and continuous learning within the team.
• Training of new members of the team
• Ensure that team members adhere to IT security policies and practices.
• Monitor and address security-related concerns and access control.
• Collaborate with vendors and external service providers to resolve technical issues.
• Liaise with internal stakeholders to address IT-related requirements.
• Lead the analysis of recurring IT issues and implement long-term solutions for ServiceDesk tickets.
• Identify trends and root causes of problems to improve service quality for ServiceDesk team.
• Manage the preparation and compilation of internal and external audit reports related to IT service desk activities and processes.
• Collaborate with the Risk Assurance team to address any findings and implement corrective actions as necessary.
• Maintain accurate records of incidents, service requests, and resolutions.
• Contribute to the creation and maintenance of a knowledge base, including FAQs and troubleshooting guides
• Develop and maintain standard operating procedures (SOPs) to ensure consistent and efficient IT service desk operations.
• Collaborate with team members to document best practices and ensure that procedures are updated as needed.
• Ensure 24/7 availability for team members, offering support and guidance to resolve critical issues, incidents, or escalations, even outside regular working hours.
• Develop and manage an on-call rotation system to provide continuous support, ensuring team members are available as needed.
• Plan, organize, and prepare monthly team rosters and on-call support rotas to ensure 24/7 coverage.
• Coordinate with team members to schedule shifts, breaks, and on-call assignments, taking into account individual availability and preferences.
• Ability to work flexible hours and be on-call as required.

Experience Requirements

• ‘6 – 8 years’ working experience on a IT service desk role.
• At least 4 years specific Team Lead work related experience in a Technology Industry and IT Service Desk environment.

Knowledge Requirements

• Good knowledge about computers / thin clients / virtual desktops and LAN environment is essential.
• Strong & effective verbal and written communication skills.
• Advanced knowledge on the office automation tools such as Word, Excel, PPT, Visio, etc.
• ITIL V3/V4 certification is essential.
• Proven experience in a leadership role within an IT Service Desk or similar technical support environment.
• Demonstrated expertise in Major Incident Management.
• Strong communication and interpersonal skills.
• Excellent problem-solving abilities.
• Customer-focused mindset.
• Strong organizational and time-management skills.
• Ability to cope well under pressure.
• Able to interact with a variety of stakeholders.
• Display required integrity to ensure excellent service.

Qualifications/Certifications

• A technical diploma or engineering degree is essential.
• ITIL V3/V4 certification is essential.
• Any Management training courses completed is desirable.

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

To manage the day to day Accounts activities and enable smooth functioning of the accounts process.

Core Responsibilities

• Handling incoming telephone calls from existing arrears customer dealing with all queries in a professional manner.
• Making proactive outbound calls to explain and clear the existing arrears.
• To take calls concerning difficult customers/complaints in a polite and professional manner.
• To prepare and dispatch required information packs to customers.
• Attend team Meetings and new business briefings and contribute positive suggestions.
• To ensure legal compliance with all aspects of the company’s business
• To demonstrate an all round knowledge of the company’s products
• Managing your time and multi-tasking
• Demonstrate full understanding on BPO industry, Organisation and the process
• To process all assigned work efficiently, accurately and without delay.
• Demonstrate a full understanding of all internal and client compliance policies and procedures.
• To receive work allocation notification
• Process the case as per defined process
• Identify and document the operational issues, communicate the same to Mentor/Team Leader
• Identify opportunities for Process Improvement and communicate the same to Mentor/Team Leader
• Participate in knowledge Management programs and take active role in building empowered team (like maintaining individual query logs, issue logs, failed cases log etc)
• Identify the opportunities for training and communicate the same to the Mentor/Team Leader.
• As nominated Risk Champion for your function, work alongside the Risk function in developing and maintaining a risk management agenda, acting both to ensure the necessary levels of transparency for potential risks and promoting a positive culture of awareness and accountability throughout your function
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations

Experience Requirements

• 1+ Years’ experience in a mortgage collection process is compulsory

Knowledge Requirements

• Good knowledge of UK mortgage – Collections Process
• Intermediate level skills in Microsoft Word and Excel are essential

Qualifications/Certifications

• Any Graduate

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Core Responsibilities

• Support leading the execution and delivery against the agreed objectives for the Chief Control Office functions based on OSBi Hyderabad
• Support delivery of effective recruitment, retention and development of the Hyderabad CCO teams as they are established. Supporting
  matrix managers on providing quality feedback on development and performance observations aligned to the Group FTP (Fit to Practise)
  standards.
• Be the escalation and liaison point between Hyderabad to the UK functions, Head of OSBI Chief Controls Office (Bangalore) and Bangalore
  management team 
• Ensure timely identification and communication of risks, emerging risks or business threats at that could influence and impact the business
  across the Hyderabad site.
• Support establishing ongoing areas of improvement and ways of working to ensure all operating frameworks are being delivered to the
  approved standards, quality and performance.
• Support inputting into the functional strategy covering the Hyderabad CCO Teams (resourcing, budget, work delivery, planning)
• Work closely with the OSBi Bangalore and UK Management team Senior Management team to align strategy and delivery to the agreed
  objectives.
• Be the escalation point for any on site issues ensuring timely updates on resolution.
• Supporting building the Hyderabad OSBI Chief Controls Office team’s presence and structure
• Building and maintaining excellent great stakeholder relationships with colleagues within Operations and the wider Group.
• Represent on local and Chief Controls Management meetings.
• Ensure effective communication is shared locally and all Hyderabad team members are being kept up to date on plans, strategy and any
  changes.
• Conduct and input in local management one to one sessions and conduct regular skip meetings and performance reviews to input into staff
  observations and feedback.
• Responsible for the Site management and coaching of the Hyderabad Chief Controls Office team, including input into performance
  management, development, conduct, sickness management, appraisals, employee administration and recruitment.
• Support with matrix management on providing regular development and coaching for the Hyderabad CCO team to support with their growth,
  development and succession planning
• Ensure that you fully understand and comply with the organisation’s Risk Management Policies as they relate to your area of responsibility
  and demonstrate in your day to day work that you put the customers at the heart of everything you do.
• Ensure that you fully understand and comply with the organisation’s Data Governance Policies as they relate to your area of responsibility
  and demonstrate in your day to day work that you treat data as an important corporate asset which must be protected and managed.
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations. 

Experience Requirements

• 3 years previous experience in a Management position is essential.
• 3 years’ experience in leading, managing and developing staff is essential
• 3 years’ experience in stakeholder management, including at Senior Management level
• 3 years’ experience in a Financial Services organisation is desirable
• 3 years’ experience in Retail and Lending product management is desirable

Knowledge Requirements

• Excellent knowledge of key office tools such as PowerPoint, Excel, Word is essential
• Understanding of the FCA’s regulatory framework for handling customer complaints and customer duty outcomes is desirable.
• Excellent knowledge of the FCA vulnerable customer principles are desirable
• Excellent knowledge of the PRA Third Party Risk Management regulations are desirable.
• Understanding of the FCA BCOBS, MCOBS, FSCS Depositor Protection and DISP rules are desirable.
• Understanding of the Procurement framework and principles is desirable.

Skill and Competency Requirements

• Excellent skills in respect of working in a fast paced environment is essential
• Excellent skills in respect of verbal communication is essential
• Excellent skills in respect of time management, attention to detail and prioritisation are essential
• Proven ability to identify and develop talent for future succession is essential 

Qualifications/Certifications

• Graduation is essential
• Post graduate degree is desirable

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

To manage the Savings operations teams in Hyderabad (customer service and operations) efficiently and meet the needs of the business. Manager needs to ensure that processes are effectively administered according to company policies, SLA’s are maintained as defined, provide good customer experience and drive continuous improvement. This position contributes ideas to management to solve issues and support strategic delivery of the Bank’s short term and long term growth plans. This position fosters a strong working relationship within the savings teams in Hyderabad & Bangalore, quality assurance, ops risk, customer relations, compliance, product & proposition, Managers from other departments, department heads and senior management to ensure the highest level of service within Savings operations. This position exercises independent judgment that requires sound decisions based on research and factual information with minimum supervision.

Core Responsibilities

• Achieve Customer Engagement Team goals and results by using ‘best practice’ leadership and management principles and ensuring adherence to organizational procedures, policies, and systems.
• Maintain a customer enhancing approach to improve customer satisfaction/service, reduce complaints and improve the overall service proposition
• Develops the job performance standards and goals for all Customer Service Representative to achieve the organization’s customer service and retention goals and assist in reaching revenue objectives.
• Develops and implements strategies as appropriate.
• Assist in recruitment and hiring of staff for the Customer Engagement Team and Savings operations as required.
• Responsible for activities linked to Train, coach and manage all Customer Service Representative’s in all front-end policies and procedures, including new Customer Service Representatives and cross training of other associates, and conduct monthly customer service audits.
• Lead the OSBI culture to enhance staff engagement, retention and development across Savings Hyderabad. Drive key initiatives and actions which will assist in improvements to the overall GPTW and internal staff survey
• Assists in the development and implementation of ‘best practices’ processes across the organization to ensure efficiency resulting in reduced costs and improved client service.
• Accountable for the management, guidance and performance of team members across Savings operations Hyderabad.
• Assigns and directs the workflow to ensure excellent service is delivered through appropriate staff planning and scheduling to meet/exceed all of the department’s goals.
• Expedite front lines, direct flow of customers, and ensure that each customer receives outstanding customer service by providing a friendly environment.
• Develops a training curriculum and personal development plan for all staff in Savings Hyderabad.
• Conducts training to achieve goals and service standards.
• Liaise with the Operations Managers and all operations staff to build a team environment between areas in order for better cross training and support to be provided as needed.
• Establish and maintain quantity and quality standards by developing and ensuring to apply the lens of risk, regulatory and compliance with all customer service and process standards through reviews, technical and call observation audits, reports and practices. Provides direct and timely feedback to all staff on results.
• Oversee compliance of Customer Service Representative’s with established Company policies and standards, such as safekeeping of Company funds and property, personnel practices, security, sales and record-keeping procedures.
• Help solve problems that affect the service, efficiency, and productivity of the front end. Responsible to conduct regular reviews with direct lines and create a challenging environment to achieve company’s Mission, Vision & Values.
• Achieves financial objectives by preparing the budget for savings teams in Hyderabad, scheduling expenditures, analyzing variances and initiating corrective action.
• Analyzing, and summarizing data on all facets of the operations and making appropriate recommendations.
• Establishes and maintains timely and thorough reporting to the Management or above on all customer service management facets of the organization.
• Responsible for managing and testing the OSBI repatriation process and ensuring transition plans are effective to meet business needs.
• Undertake any other duties commensurate with your job and title and any work assigned to you by the management.
• Lead and contribute towards projects within savings as and when required.
• Work towards building out the Hyderabad site for Savings serving as the key escalation contact for savings staff based in Hyderabad.
• Get involved in communication, coordination and remediation of issues as and when required. Develop a keen understanding of impact and escalation required
• Put the customer at the center of everything we do. Develop a good sense of customer duty always keeping the customer in mind when managing the process.

Experience Requirements

• 10 to 12 years’ experience is essential
• Excellent communication skills is essential.

Knowledge Requirements

• Prior experience in a customer support role
• Basic computer literacy
• Intermediate level skills in Microsoft Word and Excel are essential
• Basic knowledge of UK mortgage and/or Savings products is desirable
• Ability to be sensitive to customer needs based on the situation.
• Strong Banking industry knowledge

Qualifications/Certifications

• Any Graduate degree is essential

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

To assist in the swift handling of mortgage accounts, ensuring compliance with regulations and delivering exceptional service to customer.

The Mortgage Servicing Officer collaborates closely with team members to maintain accurate records, resolve inquiries, and facilitate timely completion of the aligned / target assignment.

Core Responsibilities

• To demonstrate an all-round knowledge of the company’s products
• Follow up to ensure that appropriate actions were taken on customers' requests.
• Refer unresolved customer grievances or special requests to designated departments for further investigation.
• Contributes to team effort by accomplishing related results as needed.
• To ensure the timely communication of information to colleagues and line management
• Adherence to legislative regulatory and compliance standards.
• 100% attendance on all the company’s mandated trainings.
• Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above.
• To respond to all enquiries, whether received by telephone, in writing, by e-mail or made in person efficiently, professionally and within any specified timescales.
• Coaching and training of new and existing employees, sharing of knowledge and tips with immediate colleagues.
• To bring to the immediate attention of an appropriate line manager any problems or issues, such as a complaint, potential fraud, a health and safety issue, a breach of policies etc..
• To ensure the timely communication of information to first line manager.

Experience Requirements

• 12m previous experience working within the financial services industry is desirable, although freshers are also eligible.

Knowledge Requirements

• Basic knowledge of UK mortgage Process
• Intermediate level skills in Microsoft Word and Excel are essential

Qualifications/Certifications

• Any Graduate

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

The key purpose of this role is to deal with all the request raised by Mortgage customers as per the set process. You will spend most of the day processing customer requests received through all sources.

Core Responsibilities

• Handling customer requests that come through all means such as email, post and online applications.
• To demonstrate an all-round knowledge of the company’s products
• Follow up to ensure that appropriate actions were taken on customers' requests.
• Refer unresolved customer grievances or special requests to designated departments for further investigation.
• Contributes to team effort by accomplishing related results as needed.
• To ensure the timely communication of information to colleagues and line management
• Maintain the company’s compliance standards and own compliance training
• Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above.
• To respond to all enquiries, whether received by telephone, in writing, by e-mail or made in person efficiently, professionally and within any specified timescales.
• Coaching and training of new and existing employees, sharing of knowledge and tips with immediate colleagues.
• To bring to the immediate attention of an appropriate line manager any problems or issues, such as a complaint, potential fraud, a health and safety issue, a breach of policies etc..
• To ensure the timely communication of information to colleagues and line management

Experience Requirements

• At least 12 Months Experience in Non - Voice Banking domain is desirable

Knowledge Requirements

• Intermediate level skills in Microsoft Word and Excel are essential
• Basic knowledge of UK mortgage and/or savings products is desirable

Qualifications/Certifications

• Qualification: Graduate(any stream)

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

The key purpose of this role is to understand, thoroughly investigate and manage all complaints received from our customers, with key focus on resolving complaints within 3 days after the complaint was received. Ensure that all complaints are handled in accordance with the Bank’s Internal Complaints Handling Policy and Procedures, in line with Consumer Duty and FCA regulation considerations.

Core Responsibilities

• Handling of all complaints received within the 1^st stage of the complaint handing process, across all product lines, investigating and resolving complaints within 3 days following receipt.
• Take ownership of cases of a more complex nature as a more seasoned complaint handling professional.
• Complete the initial acknowledgement of a complaint promptly, systematically and fairly and within set time limits.
• Take ownership for managing and resolving all allocated customer queries within agreed authority, ensuring that you have carried out a thorough investigation of the cause of individual complaints by gathering information from relevant departments and reviewing the relevant documentation.
• Make recommendations for fair, impartial decisions on whether to uphold a complaint in line with the Bank’s policies and set mandate and calculate redress and compensation in line with regulatory and FOS guidelines.
• Provide excellent customer service at all times, ensuring that continuous contact with the Customer to provide updates throughout the investigation, making use of all forms of communication method i.e., calls, letters and emails.
• Work with your peers to identify actions to address the cause of complaints and share these with the Root Cause Function.
• Following an investigation, provide the department with a critical analysis of their current processes and documentation with a view to reducing future complaints. Where necessary, proactively challenge or provide reasoning to decisions with key stakeholders.
• Ensure that the quality of the investigation notes and communication with the Customer is to a high standard and meets the quality assessment standards outlined by the Quality Assurance team.
• Maintain detailed and accurate customer related information on all relevant systems and database.
• Support new starter training, along with coaching and training them will be part of the role.
• Maintain up to date knowledge and adherence of compliance with legal requirements, industry regulations, organisational policies and professional codes.
• Support in Collation of, and production of reports and summaries of patterns and trends and offer recommendations to managers to reduce and prevent complaints.
• Ensure that you fully understand and comply with the organisation’s Risk Management Policies as they relate to your area of responsibility and demonstrate in your day-to-day work that you put customers at the heart of everything you do.
• Ensure that you fully understand and comply with the organisation’s Data Governance Policies as they relate to your area of responsibility and demonstrate in your day-to-day work that you treat data as an important corporate asset which must be protected and managed.
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.

Experience Requirements

• A minimum of 3 years’ experience with 2 years of previous complaints handling experience working in a regulated financial services environment is essential.
• 2 years’ experience working in a Financial Services environment within a customer facing role is essential.
• 2 years’ experience in Savings and Branch based Operations including vulnerable customers is essential

Knowledge Requirements

• Strong level of understanding of the FCA’s regulatory framework for handling customer complaints and Consumer Duty is essential.
• Strong knowledge of approaches and principles for customer engagement and response is essential.
• Strong knowledge of investigation methods and resolution of complaints is essential.
• Good knowledge of the vulnerable customer process is essential.
• Good understanding of root cause analysis is desirable.
• Good knowledge of ethical standards, including an understanding of the BCOBS, MCOBS and DISP is desirable.
• Knowledge of Work Smart Complaints system is desirable.

Skill and Competency Requirements

• Excellent skills in verbal and written communication, along with great listening skills is vital for this role.
• Good skills in respect of time management, prioritisation and attention to detail is essential for this role.
• Great skills in respect of investigating, analysing and provide reasoning to the outcome of the investigation essential.
• Ability to take ownership and make decisions is essential.
• Great IT skills in use of Microsoft Word/Excel/Internet is essential.                
• Being a team player and to work along with the team to create positive culture within the team and company is essential

Qualifications/Certifications

• Only Graduates are eligible for this role.
• Certification in Complaint handling, Customer Vulnerability and customer service would be desirable.

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

The key purpose of this role is to coordinate with the Underwriting Coach and the Underwriting Support team to enable a best in class customer service experience for its customers implementing coaching strategies to the team. The role holder should be passionate about individual coaching and development and ensure that they have excellent communication/coaching skills and experience managing all levels of training delivery & coaching needs as required. The role will support individual training need analysis and working with the individual/leads and Manager to ensure that all coaching needs are identified and delivered. The role would also include working closely with the People Development team to align trainings as required.

Core Responsibilities

• Review the communication competency for voice teams and support staff. Provide Monthly call monitoring Quality report for Calling Team/s- Based upon Soft Skills parameters. Feedbacks to be shared directly the Team member looping their leads and Managers.
• Live call monitoring– Coach associates with better usage of telephone etiquettes, live feedback (reflect on what could have been better)
• Complaints handling – Coach staff on how to positively handle criticism about the company, process etc. – Linking into communication needed during resolution handling - (Work with Customer relations team on reports & reducing upheld complaints). Report back progress and findings through monthly reports to the Underwriting Coach and Managers
• Review feedback documented by Level 1 & Level 2  Quality Assurant – Provide feedback around nuances of documenting observations and providing structured feedback (verbal and written) - Report back findings and recommend any training interventions needed for QA’s
• Work with leads/managers to develop and implement appropriate training plans to improve staff performance by identifying training needs and aligning the required trainings. Support Personal Growth and Development Plans –Suggest Coaching and Trainings from PD for extra support.
• Support, Encourage and Oversee Teach back Sessions for all teams – Establish routine, Frequency and obtain Monthly Teach back Planner schedule from the Leads. Support review of the process for improvements
• Maintain and Enhance Relationships across all Departments/Teams/ Offices including UK offices and Hyderabad. Be a part of updates and changes to processes
• Promote & Support the Kaizen Drive – Host sessions and Support Continuous Improvement Planning. Work along with the Underwriting Coach and the Kaizen Committee to ensure success

Experience Requirements

• Experience in UK Banking sector preferred - Well versed in UK culture
• Experience in identifying and delivering coaching needs is desirable
• Minimum 24+ months of relevant work experience – worked in similar capacity for about 12 months performing all or most of the tasks mentioned in the job specs above are essential.
• A strong desire and the ability to keep up to date with developments in the industry are desirable.

Knowledge Requirements

• Excellent Communication Skills – Verbal and Written
• Knowledge of UK regulatory and compliance requirements is beneficial although not essential
• Knowledge of various mortgage processes is essential
• Learning Methodologies and desire to work towards Individual development plans
• Microsoft Word, PowerPoint and Excel

Qualifications/Certifications

• Graduate in any discipline essential

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

The key purpose of this role is to coordinate with People Development Manager and device/manage the communication (voice & non-voice function) related learning and development needs of OSBI staff and enable a best in class customer service experience for its customers and by implementing the communication strategy of the People Development Team. The role holder should be passionate about helping CSR (Customer Service Representatives) hone their communication skills (verbal and written), have excellent communication/coaching skills and experience managing all levels of training delivery & coaching needs as required. The role will support communication competency development framework of each operating unit of the organisation by identifying gaps & conducting communication development training, skills and coaching for frontline staff and supervisors– both classroom and virtually.

Core Responsibilities

• Review the communication competency for voice teams and support staff – Grade J,J+ and H & build a communication competency framework to support Grades listed above
• Identify communication gaps, work with managers to develop and implement appropriate training plans to improve staff performance.
• by creating annual training/coaching calendars for the group and individual operating units
• Review output of non-critical/customer outcome errors due business communications/telephone etiquettes (also covering errors on regulatory comms & complaints received due to communication failure)
• Identify trend and schedule complete communication refreshers accordingly – Complete refreshers and measure effective ROI - regularly coach associates on communication – Report out progress and findings
• Live call monitoring– Coach associates with better usage of telephone etiquettes, live feedback (reflect on what could have been better)
• Regulatory reviews In conjunction with UK/India PD team– Coach/train associates on telephone and customer service skills needed to handle Regulatory requirement (Identifying Customer Vulnerability, Deceased customer & Customer Verification process ) , handling questionable situation - coach associates around need to be assertive when needed
• Complaints handling – Coach staff on how to positively handle criticism about the company, process etc. – Linking into communication needed during resolution handling - (Work with Customer relations team on reports & reducing upheld complaints)
• Report back progress and findings through monthly reports to People Development Business Leads, Managers and Executives
• Lead and manage communication calibration between People Dev, Senior Op’s & Quality
• Get up-skilled on basic UK Banking regulatory pillars - More emphasis on understanding the Vulnerable Customer, Deceased Customer process, verification process & withdrawals (review calls and case studies)
• Review existing repositories for all existing business communications, soft skills & regulation related training material – Recommend suggest ways to tweak program according to industry standards.
• Training Return on Investment (ROI) - Design and deliver training per framework approach with appropriate TNA's, ROI and Design Strategy in place and up to the highest standard.
• Review feedback documented by Level 1 & Level 2 Quality Assurant – Provide feedback around nuances of documenting observations and providing structured feedback (verbal and written) - Report back findings and recommend any training interventions needed for QA’s

Experience Requirements

• Graduate preferably in English Literature, Psychology or similar will be preferred.
• Experience in UK Banking sector preferred - Well versed in UK culture and experience in coaching staff supporting UK staff
• 3-4 years of experience within a learning and development function
• 3-4 years of experience designing content for communication skills training classes
• 3-4 years of experience as a communication training facilitator

Knowledge Requirements

• Voice & communication coaching certification preferred.
• Train the Trainer certification preferred.
• Willing to learn UK Mortgage, Savings and Regulatory aspects of the job
• Visual Design Skills – Detailed will be preferred.
• Microsoft Word, MS Office - Word and PowerPoint -  Detailed
• Microsoft Excel – Basic Level
• Learning Methodologies and Blended Learning design – Detailed
• Communication Skills – Verbal and Written – Specialist

Qualifications/Certifications

• Graduate preferably in English Literature, Psychology or similar will be preferred
• Train the Trainer certification – Desirable
• Instructional Design Certification – Desirable
• Coaching Certification – Desirable

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

The key purpose of this role is to develop Anaplan modules in a structured and controlled way which will help revolutionise the current FP&A operating model at OSB Group. In addition the role is responsible for adequately documenting each Anaplan module, defining end user UATs and presenting and tracking the benefits of the work completed including EUDA decommission.

Core Responsibilities

• Responsible for Anaplan development, which includes building new modules and updating or amending existing modules.
• Ensuring work is completed to Anaplan development principles and standards. Responsible for fully documenting the build of each module to facilitate support in the future and audit expectations.
• Own the Anaplan development priority list as agreed with the FP&A management team and provide regular formal updates.
• Track and provide regular updates on benefits of work, including decommissioning existing End User Developed Applications (EUDAs)
• Establish UAT for end users to complete as modules are developed and support the UAT process. Provide structured training on developed modules and support the end user.  (End user is responsible for running modules and not this role)
• Manage data integrity within Anaplan which includes working with the FP&A Management team to establish data control principles which formalise data readiness through accounting cycles (including reconciliation to firm ledger) and defining and embedding approach to version control
• Ensure that you fully understand and comply with the organisation’s Risk Management Policies as they relate to your area of responsibility and demonstrate in your day to day work that you put customers at the heart of everything you do.
• Ensure that you fully understand and comply with the organisation’s Data Governance Policies as they relate to your area of responsibility and demonstrate in your day to day work that you treat data as an important corporate asset which must be protected and managed.
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.

Experience Requirements

• 3 years experience of Anaplan development aligned to the module design principles of Anaplan
• 3 years previous experience of dealing with stakeholders at all levels is essential
• 3 years previous experience of working in Financial Services is essential
• 3 years of experience working closely with a network outside of the immediate function and building trusted partnerships that are collaborative but still enable healthy challenge is essential

Knowledge Requirements

• Expert knowledge Anaplan development and system design best practices
• Knowledge of financial information structures including general ledger and an appreciation of how information flows from front office systems into a ledger
• Expert knowledge on how to structure and support a formal UAT for small system development
• Expert knowledge on how to structure and write development documentation

Skill and Competency Requirements

• Exceptional communication and stakeholder management skills are essential
• Specialist analytical skills are essential
• Advanced skills with respect to defining quality management reporting and the ability to mould output to the right level is essential.
• Strong collaboration skills are essential
• Strong ability to be proactive in asking questions and engaging teams as needed as will be reliant on relationship building over time
• Understanding of the constituents of a strong control environment is essential to ensure that the Finance considerations are built based on a strong foundation
• Intellectual curiosity and the desire to learn so that the right level of knowledge is used to make sound decisions. Emotional intelligence to undertake this in the right way is essential
• Strong ability to present at management and committee level is essential
• Strong ability to quickly adapt knowledge to new situations is essential
• Specialist skills in respect of MS Office, particularly Excel are essential

Qualifications/Certifications

• GSCE/GCE qualifications in both Maths and English are essential
• Professional Finance Qualification is essential 

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

The key purpose of this role is to provide financial analysis skills & knowledge to support the Information Technology Finance Function. The role holder would be responsible for completing analytical work to assist budgeting, forecasting and reporting utilising advanced Excel and Power BI skills. Thorough and accurate with a high drive to challenge the status quo and to drive process improvements. Working with colleagues in IT and finance and making finance and financial management practices more embedded in the wider team. 

Core Responsibilities

• Providing analytical skills to the budgeting and forecasting processes
• Ownership of the internal cost models (Excel and Power BI) ensuring their maintenance. Reporting and variance analysis on a monthly basis, including the identification of financial risks
• Support the development and implementation of financial controls and processes to ensure accuracy and compliance with cloud usage and spend. Monitor and analyse cloud usage spend data to identify trends, patterns and areas of improvement and to optimise the subscription plans
• Financial modelling - preparation of monthly/ad-hoc reports and analyse the data to provide a commentary against variances
• Presenting information in a format that is accessible to non-finance managers i.e. through the use of Power BI
• Accountable for ensuring all internal processes are adhered to, documented and kept up to date with any changes.
• Provide challenge to the existing process and controls, map out the current process and recommend improvements. Proactively drive the improvements by engaging with stakeholders within IT & Finance.
• Support the delivery of the analysis of IT spend for example benchmarking, full economic cost of applications, procurement category spend analysis, business case support. Building the knowledge of this out in the wider team to improve capability
• Supporting the commercial team in the financial analysis of contracts and the likely impact on budget
• Producing monthly accruals/corrections submissions
• Preparation of journals where applicable

Experience Requirements

• 5 years of experience working with large Service Enterprise is essential
• 2 years of experience supporting IT function is desirable
• 2 years of experience supporting cloud cost management is desirable

Knowledge Requirements

• Budget, forecasting and reporting knowledge is essential
• Knowledge of international accounting standards and their application is essential
• Expert knowledge of Power BI, Excel, PowerPoint, Word is essential
• Sound knowledge on IT expenses (Infrastructure, Services, Projects etc.) is desirable
• Knowledge of cloud cost management is desirable

Skill and Competency Requirements

• Advanced skills in respect of budgeting, forecasting, variance analysis and reporting are essential
• Exceptional attention to detail and accuracy is essential
• Excellent organisation skills are essential
• Strong interpersonal skills are essential
• Ability to work as part of a team is essential
• Ability to work independently and on own initiative is essential
• Strong communication skills with the ability to communicate complex finance topics to non-finance managers are essential
• Ability to business partner with more senior team members and those in other areas of the business is essential
• Excellent time management and organisational skills are essential
• Strong numeracy and analytical skills, with advanced excel/financial modelling skills are essential
• Exceptional accounting skills are essential

Qualifications/Certifications

• Qualified accountant (MBA, M.Com, ACA, ACCA, CIMA or equivalent) or qualified by experience and working towards accounting qualification

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

The key purpose of this role is to build rapport both over the phone and email with the customers and to deal with all the queries raised by customer in a professional manner. You'll spend most of your time with customers undertaking reviews, building strong lasting relationships and helping them by offering simple, straight forward support.

You might have opportunity to travel to UK based on the business requirement.

Core Responsibilities

• Handling incoming and outgoing telephone calls from both existing and prospective customers and dealing with all queries in a professional manner.
• To demonstrate an all-round knowledge of the company’s products
• Follow up to ensure that appropriate actions were taken on customers' requests.
• Refer unresolved customer grievances or special requests to designated departments for further investigation.
• Contributes to team effort by accomplishing related results as needed.
• To ensure the timely communication of information to colleagues and line management
• Adherence to legislative regulatory and compliance standards.
• 100% attendance on all the company’s mandated trainings.
• Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above.
• To respond to all enquiries, whether received by telephone, in writing, by e-mail or made in person efficiently, professionally and within any specified timescales.
• Coaching and training of new and existing employees, sharing of knowledge and tips with immediate colleagues.
• To bring to the immediate attention of an appropriate line manager any problems or issues, such as a complaint, potential fraud, a health and safety issue, a breach of policies etc..
• To ensure the timely communication of information to first line manager.

Experience Requirements

• 12m previous experience working in an international call centre environment, undertaking a voice process is essential
• 12m previous experience working within the financial services industry is desirable

Knowledge Requirements

• Intermediate level skills in Microsoft Word and Excel are essential
• Basic knowledge of UK mortgage and/or savings products is desirable

Qualifications/Certifications

• SSLC qualification is essential
• PUC qualification is essential
• Graduation in commerce stream is desirable

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

The key purpose of this role is to be a junior member of the Information Security Operations team as a Cyber Analyst. You will focus on core areas such as security operations, cyber threat analysis / triage, working with third party cyber security partners.

As a junior role, you will be aligned with experienced colleagues, provided with insights, guidance, training and support in security operations, security engineering, security tools and overall security best practice in an enterprise environment, as well as alignment and interaction with IT teams and the wider organisation.

It is envisaged that the successful candidate will have experience in IT operations and / or IT engineering and has a desire to move into IT security, or perhaps a junior security engineer / analyst seeking to expand their experiences, skills and knowledge.

Core Responsibilities

• Assist in day-to-day security operations and security events as they occur, helping to respond to alerts from systems including SEIM solutions, EDR / MDR and Vulnerability Management services
• Assist in the planning and co-ordination of cyber incident response activities during the initial response analysis, containment, and recovery phases of a cyber incident.
• Partner with colleagues to assist in handing escalations from level one security operations teams, learning how to manage critical security events, and subsequent action plans / remediation actions.
• Develop skills and capabilities within security operations, attend training and have exposure to several security tools and capabilities, feeding into other security teams and the wider organisation.
• Assist in assuring compliance with information security frameworks, policies, standards and guidelines.
• Assist in the development and implementation of operational process improvements and efficiencies as defined by the agreed service improvement plans.
• Assist in the definition of and assure compliance with configuration standards and policies for security technologies.
• Assist in research and provide recommendations on emerging threats in support of security enhancements and process improvements.
• Support the Group’s security awareness and training programme ensuring it meets all industry regulations, standards, and compliance requirements and engages employees to understand and adopt the principles in the manner which they work.
• Assist in creation and development of Vulnerability Management reporting and subsequent IT remediation plans.
• Help with information security assessments, defining and tracking risk remediation plans.
• Assist with the production of reporting and statistical analysis for general security controls, metrics, KRI’s, KPI’s and dashboards.
• Help to maintain the company’s compliance standards whilst also ensuring the timely completion of all mandatory on-line training modules and attestations.

Experience Requirements

• Experience working in an IT / Security operations or Engineering role would be beneficial, but not essential.
• Experience handling operational events, escalations is essential, and any exposure to security threats events would be beneficial.
• Experience in the operation and management of SIEM tools would be beneficial, but not essential.
• Experience of operations within either Azure or AWS cloud space is desirable

Knowledge Requirements

• Foundational knowledge of IT technologies, principles and practices is essential.
• Basic knowledge of IT Infrastructure (Microsoft or Linux) and / or Networking is highly desirable.
• An awareness of security threats, threat intelligence or any cyber security functions is desirable, but not essential.
• Any experience of security tools such including Rapid7, Mimecast, Trend Micro, Dark Trace would be desirable, but not essential

Skill and Competency Requirements

• The drive and enthusiasm to learn new skills, expand your knowledge, and develop your experiences are essential.
• Basic skills in managing IT and / or Security operations events, escalations are essential
• Working in a team, being part of a team, and supporting colleagues is essential.
• Basic skills in respect of creating / reviewing Operational Processes is desirable.
• Any skills in developing and delivering IT or Security awareness training content is desirable

Qualifications/Certifications

• Any IT or Security related professional certifications would be desirable

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

The principal purpose is to manage daily work of the completion voice team and to assist the team leader in preparing daily, weekly and monthly MIS reports.

Core Responsibilities

• To be an expert on all processes in the Underwriting and completions voice team
• Ensure that the OSBI Underwriting and Completions voice team provide a consistently high quality of service to both external and internal customers
• Answer and address any escalation calls from solicitors and brokers
• Identify, migrate, stabilize and manage the process to agreed service levels
• Review processes ensuring that they are well documented, customer focused, efficient and up to date.
• Assist team leader in preparing the daily, weekly and monthly MIS reports.
• Work planning and daily work management
• Handle operational queries raised by the team members
• Handle mail boxes (Email Management)
• Perform Quality check / review as per defined procedure & create quality awareness within the team
• Ensure all documents measuring the operational performance of the department are always up to date and available in appropriate place
• Report all quality, efficiency & error reports to the Team Leader & Line Manager
• Lead in weekly team meetings ensuring minutes, actions and key updates are tracked and achieved.
• Effective communication with the team at all times through daily huddles, team meetings, 121s and email updates
• Analyse quality trends and recommend the corrective and preventive actions to improve the service quality
• Enhance knowledge on the concepts of Process mapping, re-engineering and ensure mapping for all the processes in Mortgages
• Ensure effective document control by taking ownership of all department related documents
• Ensure self/team complies with all compliance aspects as desired by the client
• Perform other duties as assigned by the Line Manager or the management from time to time.
• As nominated Risk Champion for your function, work alongside the Risk function in developing and maintaining a risk management agenda, acting both to ensure the necessary levels of transparency for potential risks and promoting a positive culture of awareness and accountability throughout your function
• Line manage and coach all direct reports, including all aspects of performance management, development, conduct, sickness management, appraisals, employee administration and recruitment
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations

Experience Requirements

• At least 36 Months experience is essential
• Excellent team handling and people management skills are essential.
• Excellent written and oral communication skills are essential.
• Minimum 24+ months of relevant work experience – worked in similar capacity for about 24 months performing all or most of the tasks mentioned in the job specs above are essential.
• A strong desire and the ability to keep up to date with developments in the industry are desirable

Knowledge Requirements

• Knowledge of UK Banking process is essential.
• Knowledge of UK mortgage processes (Origination, Servicing and Collections) is essential.
• Knowledge of UK regulatory and compliance requirements is beneficial although not essential.

Qualifications/Certifications

• Graduate degree is essential.
• Post Graduate degree is desirable.

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

The principal purpose is to manage daily work management of the Mortgage Servicing team and to assist team leader in preparing the daily, weekly and monthly MIS reports.

Core Responsibilities

• Be as a Subject Matter Expert (SME) for the process
• Custodian of customer journey and outcomes for the team / process / business
• Manage day to day customer escalations and drive effective customer outcomes
• Deputize LM / TL, wherever required & needed
• Support the team leader in individual & business performance management / SLA Adherence
• Ensure all processes are well documented, reviewed & maintained as per internal standards
• Support and facilitate upskilling initiatives to create a multi-skill (cross-skill) capability in team / process / business.
• Support and facilitate adherence to control / quality management frameworks (Level 1 Quality Checks / Maker-Checker)
• Day to day team management including query resolution, mentoring & coaching team members
• Initiate & drive continuous process improvements to simplify processes & enhance customer experience / journey
• Identify & manage training opportunities in the team on Vulnerable customers & complaints / procedures
• Be a custodian of process knowledge within the team/ process / business (Knowledge management / Training & Competency)
• Raising issues / concerns in a proactive & timely manner to ensure no business impact / disruptions
• Ensure that clear desk checks are conducted by end of shift and report any anomalies to team lead and line manager

Experience Requirements

• At least 3 Years’ Experience in Mortgage domain is essential.
• Excellent communication skills are essential.

Knowledge Requirements

• Intermediate level skills in Microsoft Word and Excel are essential
• Good knowledge of UK mortgage Process(Preferred)

Qualifications/Certifications

• Graduate degree is essential.
• Post Graduate degree is desirable.

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

As the Group’s first lawyer in India [and a member of the Legal, CoSec and ESG Senior Leadership Team], the key purpose of this role is:

• To be the lead Indian lawyer, providing high-quality local legal advice under Indian law (or manage the outsourcing of such legal advice where appropriate) that visibly contributes value and meets management and client expectations
• Overseeing legal risk management for OSBIndia across the full range of relevant areas of Indian law
• Managing local external lawyers to ensure high standards of external advice, service levels and cost control
• Providing English legal advice to the Group’s UK companies in certain areas as required
• Supporting and contributing to the delivery of Executive strategic objectives and the Group General Counsel and Company Secretary’s design and development of the overall strategy for the Group Legal, ESG and Company Secretariat Department, to include developing (and if approved by the Group General Counsel, delivering) a sustainable strategy for the Group’s legal needs in India and for India-based legal support to the UK companies

Core Responsibilities

• Deliver an excellent and efficient legal service to the Group, primarily advising under Indian law with some advice under English law as required, including via BAU advice, legal input to strategic projects, effective management of legal risk and effective budget management;
• Provide effective legal advice to the Group on a broad range of legal practice areas [including contracts/outsourcing/IT, real estate, financial services regulatory (mortgages and savings), employment, litigation, finance];
• Support the Group General Counsel and Company Secretary (GC) to deliver Board and Executive strategic objectives for the Legal team (and to an extent the Environment, Social and Governance (ESG) and Company Secretariat (CoSec) teams as required) and other strategic projects as required;
• Provide the Legal, CoSec and ESG Senior Leadership Team, GC, ExCo, Board and associated Committees with effective MI reporting and effective upward communication;
• Scope and deliver key Legal team strategic projects and efficiencies with the overall objective of increasing Legal team productivity and value aligned with the Group’s UK legal operations (e.g. integration, practice management, work-type review and outsourcing/insourcing mix);
• Report effectively to and attend various Group Committees and Board as required;
• Ensure regular Legal and functional team meetings are run with a focus on knowledge-sharing, practical actions arising, and team development;
• Manage Indian Legal budget and headcount effectively, including via effective external Panel selection and management, recruitment (where necessary and approved) and overflow support;
• Ensure that you and your team fully understand and comply with the organisation’s Risk Management Policies as they relate to your area of responsibility and demonstrate in your day to day work that you put customers at the heart of everything you do.
• Ensure that you and your functional team fully understand and comply with the organisation’s Data Governance Policies as they relate to your area of responsibility and demonstrate in your day to day work that you treat data as an important corporate asset which must be protected and managed.
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.
• Line manage and coach all direct reports, including all aspects of performance management, development, conduct, sickness management, appraisals, employee administration and recruitment.
• As nominated Risk Champion for your function, work alongside the Risk function in developing and maintaining a risk management agenda, acting both to ensure the necessary levels of transparency for potential risks and promoting a positive culture of awareness and accountability throughout your function.

Experience Requirements

• [8] years’ previous experience advising on Indian law in one of the following areas is essential: Contracts, Outsourcing, IT, Real Estate, Mortgages and/or Data Protection
• [2] years’ previous experience advising on English law in at least one of the above areas is essential
• [2] years’ experience as an in-house lawyer in a retail bank and/or in an outsourced service provider to a retail banking group, and/or in private practice advising retail banks and/or mortgage lenders, is essential
• Previous line management experience is desirable

Knowledge Requirements

• Specialist knowledge of at least one of the following legal areas: Contracts, Outsourcing, IT, Real Estate, Mortgages and/or Data Protection
• Basic knowledge of data protection with regard to consumer banking
• Basic understanding of Treasury function, Risk function and liquidity in a retail banking environment
• Basic knowledge of IP law for corporates, in particular trade marks
• Basic knowledge of litigation, in particular financial services litigation
• Basic high level understanding of industry standard Mortgage and Savings software servicing platforms such as Phoebus, Bastion
• Intermediate knowledge of Microsoft Word, Outlook, Webex and Powerpoint
• Basic knowledge of Microsoft Excel
• Detailed knowledge of one or more of the legal areas not covered in Essential category above

Qualifications/Certifications

• GSCE/GCE qualifications in both Maths and English (or Indian equivalent) are essential
• Graduate degree is essential
• Qualified lawyer in India with at least 8 years’ PQE and holds current practising certificate – Essential
• Qualified lawyer in England and Wales with at least [2] years’ PQE and holds current practising certificate – Essential

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

Model validation plays a critical role within OSB.  Working within the Risk and Compliance team there is a large opportunity to shape the evolution of model validation within the organisation providing real benefit to the Group.

The key purpose of this role is to perform individually  end to end model validation activity as an Independent Contributor & mentor the junior resources on the same as first point of reviewer, across a breadth of models and purposes (both material and non-material) ensuring that high materiality models are subject to robust independent validation providing assurance to key model committees that the models are assured as to their quality and risk.

Core Responsibilities

• Support the Head of Model Validation in improving polices, standards and practices across the validation function including:
  • Input into validation policies and standards by making recommendations and sharing experience and expertise.
  • Lead the end to end hands on validation activities to complete any validation projects.
  • Proving guidance & mentorship to junior resources around validation activities.
  • Conduct first point review of validation papers & highlight improvement areas to juniors.
  • Providing opinion on regulatory requirements and emerging practice such that recommendations may be made.
  • Maintaining validation evidence to enable audit reviews.
  • Being an advocate for model validation throughout the organisation, supporting training and awareness sessions as required.
• Validation of material and non-material models across all aspects of the model lifecycle. This will include assessing the appropriateness of the data utilised, the methodologies, the performance of the model, the clarity of the model documentation, appropriateness of model monitoring, and the use of the model. In practice you will be expected to:
  • Perform independent analysis utilising statistical techniques to interrogate, review and challenge model development.
  • Engage with the Head of Model Validation on findings and recommended materiality.
  • Provide clarity to the model owner / model developer as to the findings / query such that the matter is understood.
  • Utilise expertise to agree any remedial actions with the model development team.
  • Provide, where relevant, views on regulatory compliance.
  • Produce comprehensive validation reports in line with the validation framework for review at the appropriate Committee / approval body.
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.
• Line manage and coach all direct reports, including all aspects of performance management, development, conduct, sickness management, appraisals, employee administration and recruitment.
• Management and engagement stakeholders across the organisation to ensure effect model validation practice is embedded.
• Deputise for the Group Head of Validation as required.

Experience Requirements

• 4 - 6 years’ experience working within a similar model validation or model development related role is essential.
• Significant experience of credit risk models including IFRS 9, preferably obtained within an IRB accredited / aspirant firm is essential.
• Significant experiences of utilising quantitative analysis is essential.
• Significant experience of writing reports for senior committees is desirable.
• Good experience of risk models across numerous disciplines is desirable.
• Significant knowledge of regulatory expectations in relation to model validation at an IRB aspiring or accredited firm is desirable.

Knowledge Requirements

• Sound understanding of model risk and the model lifecycle is desirable.
• Specialist understanding of Credit Risk models and techniques is essential.
• Specialist technical knowledge of quantitative analysis is essential.
• Advanced mathematical, modelling and quantitative analysis skills are essential
• Advanced use and application of data modelling and data analysis software: specifically SAS, WPS or similar are essential
• Excellent IT skills: of Microsoft Word/Excel/PowerPoint/Visual Basic are essential
• Excellent verbal and written communication skills are essential
• Up to date knowledge of PRA and EBA requirements are essential, including IRB requirements
• Experience in mentoring junior team members around coding, analysis and other validation activities.
• Excellent skills in respect of verbal and written communication are essential.

Qualifications/Certifications

• A degree or equivalent qualification in a quantitative field is essential.

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

The purpose of the role is to take ownership and deliver daily & weekly BAU task with regards to Treasury and other regulatory returns assist in developing key control checks, their analysis and submission returns to the regulators or the appropriate teams at the bank, the major key area to explore would be on financial risk and liquidity information systems.

As the Group develops the role will look to realize further opportunities to develop and that support the business.

Core Responsibilities

• Responsible for preparation of daily treasury reporting and to be submitted to executives before cut-off time.
• Responsible in preparing of Liquidity and Capital reporting for the Group (with 2 banking entities) which would result in submitting the regulatory returns on time to PRA, FCA and BOE.
• Reconciling and reporting daily derivative movement.
• Exposure on Treasury instruments & Regulatory compliance will be added advantage.
• To perform roll-forward of regulatory returns within timeline.
• To respond promptly and efficiently to queries/ad-hoc request from head office, subsidiaries and other departments relating to finance related matters.
• Deal with audit queries (Both internal & external).
• Prepare analytical review and impact analysis for the preparation of returns as well as for posting any adjustment entries.
• Responsible for preparing month end Journals for the treasury and other derivative products.
• Undertakes any other duties, commensurate with grade and job title, requested by Supervisor/Line Manager or above.
• To keep up to date preparation of policies, SOP’s and flowcharts.

Experience Requirements

• 1-2 year experience
• Proficiency in Microsoft office suite (excel, PowerPoint, Word)
• Experience of working within the financial services industry and under risk domain would be an added advantage.

Knowledge Requirements

• Basic knowledge on Accounting & exposure towards banking Industry

Qualifications/Certifications

• Graduate degree in Finance / Commerce with MBA (Finance) is desirable.

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

Reporting to the Assistant Manager – Customer Insights, the post holder will:

To support/assist customer Insight team in various customer based research projects. Assist with the production and continued improvement of customer insight/Experience reporting. To create and effectively communicate actionable insight gained from customer data sources that drive customer experience improvements.

Assist the delivery of the organisations customer experience strategy and product based research

The role will require working in close collaboration with UK based colleagues and as such will require to broadly align working hours with those in the UK as far as practical. Standard working hours in the UK (GMT) are either 9am – 5pm or 8am – 4pm. There will be a requirement to work later than these stated hours on a number of occasions due to the deployment schedule for certain digital releases

Core Responsibilities

• Gather relevant data using various research methods, including surveys, verbatim and customer feedback
• Use insight and analysis to deliver customer experience excellence across the organization,
• Utilize statistical tools and software to analyse data, interpret findings, and generate actionable reports,
• Use research and survey findings to support business change decisions
• Help with ad-hoc research projects,
• To assist with the tracking and reporting of key trends across all channels (Effort, CSAT and Advocacy),
• Support the Customer Experience Team with communications and other ad-hoc tasks,
• Effectively communicate research findings to stakeholders, providing insights in a clear and understandable manner.
• Prepare comprehensive reports and presentations summarizing research findings, market trends, and strategic recommendations for management and key stakeholders
• Serve as a subject matter expert, providing insights and recommendations on market trends and opportunities to guide strategic decision-making within the bank.
• Maintain the company’s compliance standards and own compliance training

Experience Requirements

• Primary and Secondary Research Experience, Market Research,
• Good presentation, written English and verbal communication skills,
• Word, excel and ppt – Basic levels,
• UK banking sector exposure – desirable
• Degree level education in relevant subject,
• Excellent standard of English – spoken and written.

Knowledge Requirements

• Intermediate level skills in Microsoft Word, Excel and PPT are essential
• Basic knowledge of UK mortgage and/or savings products is good to have

Skill and Competency Requirements

• Working with Others – Working cooperatively and respectfully with others in a wide range of situations. Exhibiting personal behaviours that are in-line with our Values. Also encompasses work with internal and external customers.
• Leading Self and Others – Taking control and showing leadership. Initiating action and taking ownership.
• Communication – Communicating and networking effectively. Persuading and influencing others. Relating to a wide range of people in a confident and relaxed manner.
• Drive for Performance – Strong focus on results and objectives. Understands business drivers. Continuous effort to develop capability.
• Organisation and Execution – Creating plans and working in an organised way. Following direction, procedures, and standards.
• Analysis and Interpretation – Concerns clear and analytical thinking, getting to the heart of complex issues. Applying expertise and using technology to support analysis and interpretation.
• Adaptability and Resilience – Adapting and responding positively to change. Managing own emotions and energy and dealing effectively with setbacks.

Qualifications/Certifications

• Post Graduation in any discipline is essential

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.

Introduction

In this role, one will have the opportunity to support the Impairment and Capital team to undertake all its deliverables. In particular one will be involved in running regular processes related to impairment (IFRS9) and capital (IRB) across OSB Group. Core objectives of this role are to provide analytics, model performance review and reporting duties for the Models and Ratings team. Specifically support the development and maintenance of regulatory compliant rating systems used for the Internal-Ratings Based (‘IRB’) approach, compliance with the International Financial Reporting Standard 9 Financial Instrument (‘IFRS9’) rules and other models used by the business across the customer life-cycle. As a lead analyst it is expected that the individual would utilise their experience to lead analysis and challenge modelling across the team.

Core Responsibilities

• Support the IFRS9 impairment calculation process (including the provision of regular MI and ad-hoc analysis)
• Support the IRB RWA calculation process (including the provision of regular MI and ad-hoc analysis)
• Support the Risk Control Self-Assessment for the Model Development and Model Execution area
• Carrying out ad-hoc analysis as required to identify trends, issues and developments in impairment and capital processes and use findings to continually develop and enhance them
• Execute and maintain the Input and Feedback Loop DQ engines and support the DQ monitoring process
• Support the Head of Models and Ratings in the provision of detailed reports as required for GMRC covering a review of the performance of the internal model monitoring function and address any weaknesses or shortfalls;
• Ensure that you fully understand and comply with the organisation’s Risk Management Policies as they relate to your area of responsibility and demonstrate in your day to day work that you put customers at the heart of everything you do;
• Ensure that you fully understand and comply with the organisation’s Data Governance Policies as they relate to your area of responsibility and demonstrate in your day to day work that you treat data as an important corporate asset which must be protected and managed; and
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.

Experience Requirements

• 1 to 3 years previous experience of working first hand in a Risk environment is essential
• 1 to 3 years previous experience of working closely with management functions, experience in producing reporting/analytical output and presenting material effectively is essential
• 1 to 3 years previous experience of model building or validation, quantitative analysis and data manipulation is essential
• Experience working effectively with Internal and External Audit is desirable
• Experience working in an IRB or IFRS 9 project environment is desirable

Knowledge Requirements

• Knowledge of working in a financial services or risk environment is essential
• Knowledge of credit risk models and metrics, quantitative analysis and data manipulation is essential
• Knowledge of the IFRS9 provisioning and IRB Regulatory framework, requirements and application across a business is essential

Qualifications/Certifications

• A university degree in a quantitative field (i.e. Engineering or Mathematics) is essential.

How to apply

• Please email Osbitalentacquisitionteam@osb.co.uk to apply.