Introduction

The core purpose of the role is responsible for monitoring and maintaining the day to day operations for the Bank’s investments and mortgage transactional banking system (Bastion). This includes all nightly processes for Close of Business, backups, monitoring service desk, and initial investigation and reporting of issues.

Core Responsibilities

• Be good with a flexible work arrangement including evenings and weekends, on-call and shift rotations as the job demands
• Monitor overnight batch jobs on LIVE system
• Sound knowledge of Operating system V7R3, V7R4 and V7R5
• Ensuring all daily tasks are completed on time for all environments.
• Ensure the timely and correct running of the regular processes
• Managing the user profiles.
• Checking that all system backups have run successfully in BRMS
• Experience in BRMS network
• Checking and resolving any errors in the message queue
• Checking and dealing with support calls and service requests logged through the service desk
• Supporting the security monitoring software
• Supporting the messenger Halcyon monitoring tool
• Experience on Native & Advanced job Scheduler
• Maintaining printers on the iSeries
• Experience on Tape Library
• Dealing with hardware and software problems with our external support
• Liaising with RPG developers for any codes change requirements using Thenon
• Maintaining replication, ensuring all objects are replicating in real-time using NoMax
• Supporting the testing team with any requests they have
• Maintaining letters from iSeries for Investments using InterForm/Interword
• Provide support where required to any project activity
• Maintaining security policy set on Users profiles/objects/programs/libraries on iSeries
• Maintaining Application user accounts/roles for Bastion and various associated systems, if applicable
• Ensuring all documentation is kept up to date and relevant

Experience Requirements

• 2-4 years’ experience of working with production iSeries environments.
• Desirable to have worked in a financial services background.

Knowledge Requirements

• Thorough knowledge of the iSeries environment and associated industry best practice is essential
• Should have experience BRMS, HA Tool, Scheduler and performance tool
• Desirable to have knowledge of banking payment systems but not essential as training will be provided.

Qualifications/Certifications

• Desirable to hold a technical degree
• Industry specific qualifications in iSeries administration would be desirable

How to apply

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

Introduction

Identifying and addressing business needs: building relationships with Stake Holders; developing an awareness of Firm services; communicating with the business/stake holders in an organized and knowledgeable manner; delivering clear requests for information; demonstrating flexibility in prioritizing and completing tasks; and communicating potential conflicts to a supervisor.

Core Responsibilities

• Prior experience in processing IAM requests (Add/Modify/Delete) is must.
• Leveraging creative thinking and problem solving skills, individual initiative, and utilizing MS Office (Word, Excel, Access, and PowerPoint).
• Understanding personal and team roles; contributing to a positive working environment by building solid relationships with team members; proactively seeking guidance, clarification and feedback.
• Analyzing, prioritizing, and resolving faults to resolution. Resolve tickets according to SLAs and escalation procedures.
• Ability to work autonomously while having a strong sense of commitment to team and customer.
• Strong analytical, problem solving and organizational skills. Be proactive, dynamic, and flexible.
• Ability to organize work and priorities to meet deadlines with limited supervision.
• Presentation & reporting Skills, Decision Making, Time Management, Think OOO skills are must.
• Solid verbal and written communication skills in English.

Experience Requirements

• Overall 2-5 years of Information Technology/Technology Operations/Information Security experience required.
• Minimum 2 years of experience in Cybersecurity, Identity & Access Management, Role Based Access Control, and Identity Governance is mandatory.
• Experience in User Access Re-certification activities is mandatory.
• Working experience on any IAM tool (SailPoint/Okta/OneIdentity/Varonis/MIM) would be added advantage.
• Experienced in Incident management & Change Management processes.
• Experience with work-flow management tools such as ServiceNow.
• Working experience on any IAM implementation projects would be plus.
• Experience with technologies such as Role-Based Active Control (RBAC) and Attribute Based Access Control (ABAC) is required.
• Experience performing user administration tasks for various in-house and third-party applications.

Knowledge Requirements

• Knowledge on User Life Cycle Management, Access provisioning, Access administration is must.
• Knowledge on Identity and Access Management role/processes/tools is must.
• Knowledge of and the ability to adhere to SAS and SOX audit requirements pertaining to Identity & Access Management job requirements.
• Knowledge on information security technologies and industry best practices.
• Working knowledge on Active Directory is must.

Qualifications/Certifications

• Any graduate/post graduate with Computer Science background.

How to apply

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

Introduction

The Technology Services team is responsible for the proactive investigation and root cause analysis of P1, P2 and P3 incidents and problem tickets on Bank’s production systems which includes Virtualisation Environment (VMWare and Citrix Infrastructure), Windows Estate and SQL environments hosting business critical applications (Savings Servicing, Mortgage Origination and Servicing, Call Centre Application including Cisco CCUM and Finance Applications). The team is responsible for end user technology. network management, proactive monitoring, event management, risks and controls and proactive maintenance including security up-keeping of all IT Systems and applications. The teams are critical for project delivery, upgrades, migrations and the transition to new cloud-based systems and services. Please refer to Core Responsibilities session for more details.

The role is to provide local people management in conjunction with the priorities and guidance set by the Group Head of Technology Services, managing and developing the technology services team, working with them to plan and prioritise their workloads, assisting in setting objectives, providing updates, supporting the local team to continually improve their performance and results developing reporting, to demonstrate value and to ensure there are appropriate structures and numbers of staff within the team to meet the company’s IT demands.

The Manager, Technology Services OSBI, will manage the local technology teams, including but not limited to Networks and Telephony, Infrastructure (Citrix, Windows, VMWare, SharePoint), SQL team and End User Services setting aligned goals and objectives with the technology heads of function for creating one team standards and mode of operation through daily collaboration within OSB group to minimise the impact of service disruption whilst continuing to meet statutory, business and performance requirements.

Assist the Group Head of Technology Services with day-to-day insight of benefits and challenges at local level of the operation, providing reporting with a view to assist in developing and maintaining the highest levels of service for all OSB customers of technology services.

To be front and centre in operational challenges, a calm steadying hand, keeping stakeholders regularly updated on relevant projects, deliveries, issues, key information and SLA’s.

Core Responsibilities

• Provide local management responsibility for technology services working in collaboration with the UK team to provide a one team culture.
• Progress the real time delivery of systems through collaboration with wider IT teams reporting on areas of concern to the technology services leadership team.
• Organising and chairing relevant meetings and conference calls as necessary including at times of service disruption, required progression of deliveries, processes and local policy (recruitment etc).
• Help manage technical resource availability and skill matrices and local availability across the technology services teams.
• Deliver a proactive and reactive management of service performance and data for technology services heads of functions.
• Work alongside the technology services management team to deliver projects and ensure stability and efficient services to the business.
• Working with Technology heads of function to analyse their needs and recommend new or adapt existing systems to meet their needs.
• Regularly and pro-actively identify risks, issues and ensure appropriate steps to mitigate risk are in place and issues are remediated on a timely basis.
• Drive root cause analysis within technology related issues and provide plans for remediation.
• Be robust in appraisal of technology issues where preventative actions could have been taken, driving training monitoring and quality assessments to evaluate and challenge the current approach.
• To provide oversight on Incident Management: All P1, P2 and P3 incident tickets raised across IT Systems (OS) and Infrastructure (VMWare, Storage, Network etc.) across the group adhering to IT Service Level Agreement with the business functions.
• KPI reporting – Calls and tickets ensuring we understand our KPI support numbers on a monthly basis and report performance of the function and team against those KPIs.
• Be a key member of the technology services management team offering assistance, advice, steer on local working practices, dealing with local escalations and highlighting any gaps and identifying opportunities to improve.
• Ensure local teams are motivated, utilised and recruited in good time ensuring we have the correct skills, annual leave, absence, on-call are monitored and fed back to the technology services management team.
• Work alongside the Technology services management team to ensure we are investing in our people through training, mentoring and assessing performance regularly to ensure we are continuing to build out a high performing team.

Experience Requirements

• Minimum 15 years of experience working within IT Infrastructure/Technology Services/Service Delivery department within medium size business critical IT department with a good background in various technologies and business demands.
• Minimum 10 years’ experience in managing communication "upwards" to senior leadership i.e. P1/P2 incidents, recruitment, resource availability, providing clarity in an articulate and structured matter, with number of different stakeholders is essential.
• Minimum 12 years or more demonstrated experience in leading diverse teams across minimum 4 or more multiple systems (e.g. Windows, Citrix, VMWare, SQL, Telephony, Network, Cisco, Azure, AWS etc.)
• Minimum 8 years’ experience working in a remote based IT team, ideally with management within Europe
• Minimum 8 years’ proven people/team management experience within technical environments
• 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) and managing and integrating a portfolio of on premise and close-based systems (e.g. Office 365, Azure, AWS)
• Experience in a regulated (financial) production environment (PCI, SOC, SOX)

Knowledge Requirements

• Capacity Management (People, Services)
• Reporting (Data analysis configuration and presentation)
• Service Delivery Management
• ITIL functions (Incident, Problem, Change)
• Continual Service Improvement
• Emerging Technologies and trends appearing within IT industry
• Competencies within; O365 Services (SharePoint, OneDrive, Teams etc), Server 2012 to 2019, Azure Tenancy Requirements (Virtualisation, Network, Security, backup, High Availability etc)

Qualifications/Certifications

• A technical Degree or Diploma on Computer Science or Equivalent
• ITIL^® Foundation Certification is essential.
• Technical IT training qualifications (in 2 or more technologies mentioned above) is beneficial
• ITIL Practioner certification (or equivalent) is beneficial.
• Professional certification within infrastructure arena (CCNA, VCP, CCP-V, MCP etc)
• Prince 2/PMP/MSP training/certification is beneficial

How to apply

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

Introduction

The principal purpose of this role is to provide L1 Support to the end users related to technical IT queries and issues.

The role involves handling incidents, service requests and events ensuring delivery of IT services are of the highest standards to the Business.

The person fulfilling this role may need to travel to UK or Internationally as expected by the IT or Business for supporting migration, automation, or continual improvement related activities for a number of IT Services.

Core Responsibilities

• First Point of Contact: As the first point of contact for end-users, a ServiceDesk engineer is responsible for receiving, documenting, and prioritizing requests and incidents.
• Ticket Management: A ServiceDesk engineer is responsible for managing the ticket queue, ensuring that tickets are properly categorized, assigned, and tracked to resolution.
• Troubleshooting and Support: A ServiceDesk engineer is responsible for providing technical support to end-users, troubleshooting issues and resolving incidents within established service level agreements (SLAs).
• Communication and Customer Service: A ServiceDesk engineer is responsible for maintaining communication with end-users, providing updates on incident status and resolution and ensuring a high level of customer satisfaction is maintained.
• Knowledge Management: A ServiceDesk engineer is responsible for maintaining and updating a knowledge base of common issues and their solutions, to improve efficiency and reduce resolution time.
• Escalation Management: A ServiceDesk engineer is responsible for escalating incidents to appropriate levels of support when necessary and ensuring that escalation paths are clearly defined and followed.
• Monitoring and Reporting: A ServiceDesk engineer is responsible for monitoring the health of IT systems, alerting appropriate support teams to issues, and producing regular reports on incident trends and resolution times.
• Documentation and Process Improvement: A ServiceDesk engineer is responsible for documenting incident resolution procedures, identifying areas for process improvement, and contributing to the development and maintenance of IT service management (ITSM) processes and policies.
• Flexible to work in 24/7 rotational shifts to support End users and to monitor the health of IT Systems.
• Provide client / IT end users support and technical issue resolution via E-Mail, phone and other electronic medium 24/7/365 days within agreed SLA and standards
• Support Clients / Internal Server – Network Infrastructure and coordinate with Service Owners / vendors for issues resolution and reporting
• Manage IT ServiceDesk tickets within SLA with minimal functional escalation.
• Assess recurring incidents and provide feedback on the accuracy of the Known Errors. Follow standard operating procedures (SOPs), Change Management Processes (CRP) and Problem Handling Procedures (PHP)
• Perform Windows (IT) / Core System operational tasks and report (E.g. Backups, Tape Rotation, VMWare, Antivirus reports etc.
• Perform operational tasks and business processes with 100% quality
• Maintain and manage checklists, standard reports etc.
• Provide out-of-hours support when required
• Create, update document/procedures etc. IT operation tasks using OSB / EG standard format in coordination with service owners
• Liaise with external suppliers / vendors
• Liaise with internal customers
• Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above.
• 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
• Performs moderately complex and varied tasks
• Guides and trains junior team members

Experience Requirements

• 2 to 5 years of L1 technical support experience is essential
• Experience of working in a Windows/Citrix/VMWare/Active Directory and/or Applications service support role is essential
• Operating Systems: Experience in supporting and troubleshooting various operating systems such as Windows, MacOS, and Linux.
• Software Applications: Familiarity with a range of software applications including productivity tools (e.g. Microsoft Office Suite), email clients, and web browsers.
• Remote Access: Experience in remote access technologies such as Remote Desktop, Virtual Private Network (VPN), and Remote Assistance.
• Incident Management, Knowledge Management and Service Request fulfilment.
• Experience in working with ServiceNow (user level) or an equivalent ITSM system is essential.

Knowledge Requirements

• Excellent knowledge in Desktop support / End user computing / Applications support on Citrix platform/environment is essential.
• Hardware: Knowledge of computer hardware including desktops, laptops, printers, and mobile devices is essential.
• Networking: Understanding of basic networking concepts such as TCP/IP, DNS, DHCP, and VPN.
• Knowledge of ITSM best practices is desirable.

Qualifications/Certifications

• Any degree in computer science, technical diploma or engineering degree is essential.
• ITIL Foundation: Familiarity with ITIL (Information Technology Infrastructure Library) concepts and practices for IT Service Management.
• Any other ITSM and Technical certification is desirable
• Microsoft Certified Solutions Expert is desirable.

How to apply

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

Introduction

The principal purpose of this role is to provide L1 Support to the end users related to technical IT queries and issues.

The role involves handling incidents, service requests and events ensuring delivery of IT services are of the highest standards to the Business.

The person fulfilling this role may need to travel to UK or Internationally as expected by the IT or Business for supporting migration, automation, or continual improvement related activities for a number of IT Services.

Core Responsibilities

• First Point of Contact: As the first point of contact for end-users, a ServiceDesk engineer is responsible for receiving, documenting, and prioritizing requests and incidents.
• Ticket Management: A ServiceDesk engineer is responsible for managing the ticket queue, ensuring that tickets are properly categorized, assigned, and tracked to resolution.
• Troubleshooting and Support: A ServiceDesk engineer is responsible for providing technical support to end-users, troubleshooting issues and resolving incidents within established service level agreements (SLAs).
• Communication and Customer Service: A ServiceDesk engineer is responsible for maintaining communication with end-users, providing updates on incident status and resolution and ensuring a high level of customer satisfaction is maintained.
• Knowledge Management: A ServiceDesk engineer is responsible for maintaining and updating a knowledge base of common issues and their solutions, to improve efficiency and reduce resolution time.
• Escalation Management: A ServiceDesk engineer is responsible for escalating incidents to appropriate levels of support when necessary and ensuring that escalation paths are clearly defined and followed.
• Monitoring and Reporting: A ServiceDesk engineer is responsible for monitoring the health of IT systems, alerting appropriate support teams to issues, and producing regular reports on incident trends and resolution times.
• Documentation and Process Improvement: A ServiceDesk engineer is responsible for documenting incident resolution procedures, identifying areas for process improvement, and contributing to the development and maintenance of IT service management (ITSM) processes and policies.
• Flexible to work in 24/7 rotational shifts to support End users and to monitor the health of IT Systems.
• Provide client / IT end users support and technical issue resolution via E-Mail, phone and other electronic medium 24/7/365 days within agreed SLA and standards
• Support Clients / Internal Server – Network Infrastructure and coordinate with Service Owners / vendors for issues resolution and reporting
• Manage IT ServiceDesk tickets within SLA with minimal functional escalation.
• Assess recurring incidents and provide feedback on the accuracy of the Known Errors. Follow standard operating procedures (SOPs), Change Management Processes (CRP) and Problem Handling Procedures (PHP)
• Perform Windows (IT) / Core System operational tasks and report (E.g. Backups, Tape Rotation, VMWare, Antivirus reports etc.
• Perform operational tasks and business processes with 100% quality
• Maintain and manage checklists, standard reports etc.
• Provide out-of-hours support when required
• Create, update document/procedures etc. IT operation tasks using OSB / EG standard format in coordination with service owners
• Liaise with external suppliers / vendors
• Liaise with internal customers
• Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above.
• 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
• Performs moderately complex and varied tasks
• Guides and trains junior team members

Experience Requirements

• 2 to 5 years of L1 technical support experience is essential
• Experience of working in a Windows/Citrix/VMWare/Active Directory and/or Applications service support role is essential
• Operating Systems: Experience in supporting and troubleshooting various operating systems such as Windows, MacOS, and Linux.
• Software Applications: Familiarity with a range of software applications including productivity tools (e.g. Microsoft Office Suite), email clients, and web browsers.
• Remote Access: Experience in remote access technologies such as Remote Desktop, Virtual Private Network (VPN), and Remote Assistance.
• Incident Management, Knowledge Management and Service Request fulfilment.
• Experience in working with ServiceNow (user level) or an equivalent ITSM system is essential.

Knowledge Requirements

• Excellent knowledge in Desktop support / End user computing / Applications support on Citrix platform/environment is essential.
• Hardware: Knowledge of computer hardware including desktops, laptops, printers, and mobile devices is essential.
• Networking: Understanding of basic networking concepts such as TCP/IP, DNS, DHCP, and VPN.
• Knowledge of ITSM best practices is desirable.

Qualifications/Certifications

• Any degree in computer science, technical diploma or engineering degree is essential.
• ITIL Foundation: Familiarity with ITIL (Information Technology Infrastructure Library) concepts and practices for IT Service Management.
• Any other ITSM and Technical certification is desirable
• Microsoft Certified Solutions Expert is desirable.

How to apply

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

Introduction

The RPA Risk & Control Analyst’s role is part of the RPA-IT team located in India, responsible for plays a critical role in ensuring the successful deployment and management of RPA processes, while mitigating risks associated with automation. They work closely with various stakeholders across the organization to ensure compliance and effective risk management strategies.. The role is also expected to work closely with the Banks Operational Control & Assurance team, internal audit team, risk team and device plans to address related risks strategically considering BCP/DR for all automations. The role will report directly to the Senior Product Manager and teams both in India & UK.

Core Responsibilities

• Establish a governance frame work : The RPA Risk & Control Analyst is responsible for clearly defining well documented processes and control of an effective governance operating model which will benefit the Bank and will help in addressing the risks around it.
• Leverage existing controls : Assess existing controls/ governance proactively and identify risk and clearly document mitigation plans.
• Identifying/Assessing & Mitigating risks: The RPA Risk & Control Analyst is responsible for identifying risks associated with RPA processes which involves working with stakeholders to identify potential risks and evaluating or assessing the potential impact on the organization. This also includes the BOT automation, processes and procedures that are followed. He/she would be also responsible to derive mitigation plans to address the identified risks
• Developing risk management strategies: RPA Risk & Control Analyst should proactively develops risk management strategies to mitigate the risks which may include developing controls, implementing processes (including strategies from a DR/BCP perspective), creating policies and procedures. Negotiate appropriate actions to mitigate or prevent failures related to identified risks and liaise with Business Units on gathering data to support various emerging risk scenarios
• Ensuring compliance: The RPA Risk & Control Analyst is responsible for ensuring that RPA processes comply with organizational policies and standards, including security and data privacy requirements. This may involve working with DPA, InfoSec, compliance teams and internal/external auditors to ensure compliance.
• Banks Group Level delivery : The RPA Risk & Control Analyst is expected to work with the Bank’s internal team like Ops Control & Assurance, IT Risk & Compliance, Ops Resilience Team to name a few to develop strategies to which aligns with the Group’s overall governance from a risk & control perspective.
• Monitoring and reporting: The RPA Risk & Control Analyst is responsible for monitoring the effectiveness of risk management strategies and controls, and reporting on their performance on regular intervals. This may involve collecting and analysing data, creating reports, and communicating results to stakeholders.
• Providing guidance and support: The RPA Risk & Control Analyst provides guidance and support to RPA developers and business teams on risk management and control best practices. This may involve providing training, creating documentation, and addressing questions related to risk management.
• Maintain the company’s compliance standards and own compliance training
• Contributing to a culture on continual improvement, suggesting and promoting process and technical improvements opportunities.

Experience Requirements

• 10+ years of experience and strong background in risk management, developing risk management strategies, internal/external audits and proven records of implementing controls.
• Proven experience in developing/implementing frame works related to risk & compliance/control is desirable.
• Proven experience in Project management which includes planning, monitoring and reporting on the project progress
• Proven experience in process improvements implemented which assisted in Business benefits
• Excellent oral and written communication.
• Experience in working in an agile team is essential.
• Previous experience working in banking domain is desirable.
• Excellent analytical, problem-solving, and critical thinking skills (Attention to details/research/data mining & analysis/evaluation/problem solving/forecasting and decision making).
• Strong communication and interpersonal skills to effectively communicate with stakeholders across the organization.

Knowledge Requirements

• Knowledge in Information security practices which ensures the availability of data used. Knowledge in RPA tool would be an added advantage.
• Experience in internal/compliance audit is desirable.
• Thorough knowledge/understanding of Business Continuity
• Robust knowledge in one of the RPA technologies, preferably Automation Anywhere. This also includes understanding of the capabilities, limitations and potential risks . Can also consider UIpath, Blueprism etc
• Proficient in Microsoft Office tools and experience with risk management software and tools.

Qualifications/Certifications

• A Bachelor's or Master's degree in Computer Science & Business Administration. (experience in any RPA tool would be added advantage).
• Professional certification in risk management, such as Certified Risk Management Professional (CRMP), Certified Risk Manager (CRM), or Certified in Risk and Information Systems Control (CRISC) is desirable

How to apply

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

Introduction

The key purpose of this role is to deliver new, and changes to existing data solutions, data extraction and transform (ETL) for identified and agreed business requirements, providing accurate and timely information in support of business needs through projects and programmes.

Core Responsibilities

• Leading solutions for data engineering
• Maintain the integrity of both the design and the data that is held within the architecture
• Champion and educate people in the development and use of data engineering best practises
• Support the Head of Data Engineering and lead by example
• Contribute to the development of database management services and associated processes relating to the delivery of data solutions
• Provide requirements analysis, documentation, development, delivery and maintenance of data platforms.
• Develop database requirements in a structured and logical manner ensuring delivery is aligned with business prioritisation and best practise
• Design and deliver performance enhancements, application migration processes and version upgrades across a pipeline of BI environments.
• Provide support for the scoping and delivery of BI capability to internal users.
• Identify risks and issues and escalate to Line / Project manager.
• Work with clients, existing asset owners & their service providers and non BI development staff to clarify and deliver work stream objectives in timescales that deliver to the overall project expectations.
• Develop and maintain documentation in support of all BI processes.
• Proactively identify cost-justifiable improvements to data manipulation processes.
• Research and promote relevant BI tools and processes that contribute to increased efficiency and capability in support of corporate objectives.
• Promote a culture that embraces change, continuous improvement and a ‘can do’ attitude.
• Demonstrate enthusiasm and self-motivation at all times.
• Establish effective working relationships with other internal teams to drive improved efficiency and effective processes.
• Be a champion for high quality data and use of strategic data repositories, associated relational model, and Data Warehouse for optimising the delivery of accurate, consistent and reliable business intelligence
• 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

• 5 years Data Engineering / ETL development experience is essential
• 5 years data design experience in an MI / BI / Analytics environment (Kimball, lake house, data lake) is essential
• 5 years experience of working in a structured Change Management project lifecycle is essential
• Experience of working in a financial services environment is desirable
• Experience of dealing with senior management within a large organisation is desirable
• 5 years experience of developing in conjunction with large complex projects and programmes is desirable
• Experience mentoring other members of the team on best practise and internal standards is essential
• Experience with cloud data platforms desirable (Microsoft Azure) is desirable

Knowledge Requirements

• A strong knowledge of business intelligence solutions and an ability to translate this into data solutions for the broader business is essential
• Strong demonstrable knowledge of data warehouse methodologies
• Robust understanding of high level business processes is essential
• Understanding of data migration, including reconciliation, data cleanse and cutover is desirable

Qualifications/Certifications

• GSCE/GCE qualifications in both Maths and English are essential
• Computing related degree or equivalent is desirable
• Microsoft SQL Server 2019 certification is desirable

How to apply

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

Introduction

The objective of the Service Design & Transition Analyst is to ensure that new or changing services receive a comprehensive Service Design including process interfaces, support model, reporting and considerations for operational resilience. This role should additionally ensure that the transition into live service is conducted with rigour and in line with associated service acceptance criteria.

As part of the Service Design & Transition Team within IT Service Operations, the Service Design & Transition Analyst will help to deliver, mature and shape the approach for designing and transitioning systems, services and infrastructure into live service via the firm’s Change Enablement team.

The Service Design & Transition Analyst will also be involved in defining and developing the service standards, maturing the Service Design processes aligned with best practice, and helping to mature the Service Design & Transition effectiveness within the OSB Group.

Core Responsibilities

• Manage Service Design & Transition activities for the assigned portfolio end-to-end, completing all required plans, procedures, reporting and governance. Assist with Service Design & Transition activities on other portfolios as required by the Service Design & Transition Manager.
• Work with Project Managers to agree the scope of new Service Design tasks, offering support and guidance throughout the process to ensure that all requisite tasks are completed by the Change Enablement team.
• Contribute to “Go” and “No Go” decisions for projects, based upon the successful completion of all required Service Design & Transition activities, at all stages of the Service Value Chain, keeping the Service Design & Transition Manager appraised of any issues or concerns and the final recommendation.
• Ensure that support models are agreed for all new IT services, including close liaison with any third-parties, the IT Service Desk, End User Support team, Infrastructure team, Network Services team, Database Applications team and Application Support team, documenting and agreeing the RACI for all activities associated with business-as-usual support. Engage with other Teams such as Security & Architecture as required.
• Complete all required reporting for your Service Design & Transition activities, including completion and demonstrable evidence of the criteria checklist, ‘Smart Pack’, Service Management Acceptance documentation, Service Design & Transition templates and the Service Operations Manual.
• Define and agree a suitable warranty period with Change Enablement for all new Service Designs. Attend warranty meetings and keep Senior Management within the IT Service Delivery Team appraised of progress or issues.
• Keep up-to-date records of the progress of Service Design & Transition activities in ServiceNow and ensure that timesheets are completed weekly, recording accurate time incurred against each project in your portfolio.
• Work closely with the relevant IT Service Owner with the Service Delivery Leadership Team to ensure that relevant service targets have been agreed and documented in the Service Level Agreement, and that any amendments to business process have been acknowledged and understood; acquiring sign-off from the IT Service Owner that all necessary Service Level Management activities have been completed before recommending a “Go” decision.
• For new IT Services, prepare and formally handover a draft ‘Continual Service Improvement’ plan to the relevant IT Service Owner, ensuring that all improvement opportunities have been captured and understood.
• Work closely with the Problem Management Function to ensure that all Known Errors or Problems have been documented and raised in ServiceNow as appropriate – ensuring that as many of these as possible are resolved prior to go-live.
• Work closely with the IT Risk team to ensure that any known Risks identified as part of Service Design have been captured, along with relevant controls and/or treatment plans. Any risks accepted into BAU are to have a nominated owner and agreed treatment plan.
• Undertake a formal Operational Readiness review for each new Service Design with the appropriate Subject Matter Expert, IT Service Owner and Project Manager.
• Work closely with the Business Readiness team to ensure that all required end-user on-boarding activities have been completed successfully – including communications, training etc.
• Work with the wider IT Service Delivery team to ensure that all necessary ITSM activities have been completed, including:
  • Working with the ServiceNow Design team to ensure that any opportunities for workflow automations, self-service etc. have been captured, designed and built
  • Working with the Change Enablement team to ensure that all necessary Changes have been taken to CAB
  • Working with the Configuration Management team to ensure that any necessary updates to IT Service Mappings or Configurations Items have been undertaken
  • Working with IT Demand Management to flag the need for any additional FTE required to support the Service Design
  • Working with Vendor Management to on board new Supplier and ensure contractual obligations and service levels are aligned with the service requirements and the existing operations environment.
• Act as an advocate for the Service Design & Transition process, championing use of the process, tool and standards.
• Work with the IT Knowledge & Communication Lead to help design tailored documentation for the supported systems where appropriate, including, but not limited to, guidance around installation procedures, configuration, system rules etc.
• Assist in the management of all audit work and any arising audit actions connected with Service Design – both internal and external.
• 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

• Equivalent of 3 years’ previous experience of IT Service Management in an ITIL v3 or v4 environment is essential.
• Equivalent of 1 year’s previous Service Design and/or Service Transition experience is essential.
• A working knowledge of Banking processes and associated regulatory requirements is desirable.

Knowledge Requirements

• Knowledge of Service Design & Transition methodologies is essential.
• Excellent working knowledge of ITIL processes, particularly around IT Service Management, is essential.
• A working knowledge of Data Governance regulations and principles is desirable.
• Knowledge of Project Management frameworks is essential.
• A basic understanding of the regulatory requirements of the financial services industry is desirable.

Qualifications/Certifications

• ITIL 3 Foundation Level or above is essential

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

The key purpose of this role is to support the Regulatory Governance Manager to incorporate change into prudential and regulatory reporting working files, including the Pillar 3 mapping file, produce the stand-alone parts of the capital calculations for individual banks and group, produce disclosure templated for upload into RegData, as well as supporting the implementation of the new regulatory reporting initiatives. The nature of the role allows for continued development of your technical knowledge and expertise, in a supportive and ever changing environment.

The Group has offices in Wolverhampton, Chatham, London, Farnham and India and fosters a collaborative working culture environment.

This is a first line role within Regulatory Reporting in Finance. It reports to the Senior Manage based in OSBI.

Core Responsibilities

• Implement change into regulatory reporting and Pillar 3 workbooks.
• Provide input on relevant regulatory reporting project work, pro-actively supporting the MI and Projects Team with building and testing new reports
• Provide support in testing of new Regulatory reporting system and validating input data to source system.
• Provide ad hoc cover within BAU regulatory reporting activities.
• Produce aspects of the capital calculations, reconciling the input data to the General Ledger, for incorporation into individual banks and Group Regulatory Reporting workbooks
• Produce disclosure templates, reconciling the output data to the General Ledger for upload into RegData.
• 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 experience of analysing and processing data is essential, involving data interrogation and analysis
• Strong knowledge of Excel with emphasis on data query techniques is essential
• Previous experience working in Treasury, Finance or Risk within retail banking is desirable
• Experience of financial reporting is desirable
• Desire to gain a professional qualification

Knowledge Requirements

• Familiarity with elements of the PRA/EBA regulatory framework is desirable
• Advanced knowledge of Excel is essential and knowledge of VBA is desirable
• Range of technical understanding, including retail, treasury and accounting is desirable

Qualifications/Certifications

• A degree in mathematics or science is desirable.

How to apply

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

Introduction

The key purpose of this role is to support the delivery of core products, systems, processes and associated business initiatives, for small scale business process improvements and Change initiatives and programmes. The role holder will be responsible for identifying functional and non-functional requirements against the agreed internal and external change need.

The Business Analyst will be responsible for the facilitation, capture, analysis and challenge of business requirements; documenting and discussing potential solutions; requiring extensive liaison with both internal and external stakeholders. The role holder will identify and understand business change needs, creating Business Requirements; and being responsible for ensuring that projects deliver to agreed and signed off requirements. Key focus to ensure that change objectives, scope and benefits are fully understood and realised and are embedded effectively within the business.

The role will require the job holder to work independently with Project Managers and users/customers, on a number of small/medium sized projects and change initiatives concurrently across the Group.

There will also be requirement to act as a member of a BA team, working on large scale projects and programmes, often under the direction of a Senior BA and potential to provide Systems Analysis support to the Group IT Change and infrastructure programme.

The role may require travel to other OSB Group UK sites and where required, third party locations.

Core Responsibilities

• Produce high quality business requirements from a functional and non-functional perspective that are accepted and approved within agreed timelines and objectives.
• Identify key stakeholders and resources needed across the business and third parties to support the successful delivery of accurate and detailed business requirements from a project and change perspective.
• Work to agreed policy and procedures and where applicable contribute to the continuous development of business procedures and operating frameworks.
• Lead and facilitate system, process improvement workshops and resolve scoping issues and stakeholder conflicts.
• Engage with a wide range of stakeholders across the Group and third parties to ensure requirements are understood and are being met, or where gaps are identified, are raised appropriately and resolved.
• Delivery of end to end traceability against quality business requirements and system/functional specifications using appropriate tools and templates.
• Collaborate in the planning, design, development and deployment of new applications and enhancements to existing applications.
• Engage with key stakeholders to influence the solution of design to meet business goals, scope and strategy requirements; clearly documenting and managing identified risks and key decisions needed.
• Contribute to project documentation and planning documents e.g. PID’s / RAID’s / milestone and project plans.
• Provide source material for preparation and maintenance of user manuals and other related documentation.
• Conduct business impact assessments and feasibility studies as required.
• Support the test team in the creation of test plans to align with approved requirements
• Develop a clear understanding of business objectives and develop knowledge of core business processes, products and systems; to be able to provide advice and communicate in both a technical and user friendly language.
• Act as a key SME for the Change function representing the function in core working and steering groups.
• Conduct research into systems, processes and products as required, making recommendations for the best options available to meet business objectives.
• Prepare and provide regular reporting against agreed delivery timelines, clearly documenting progress and risks & issues against the delivery.
• Work to the agreed Group quality framework to ensure process risk is mitigated and, where required corrective action plans are implemented.
• Identify project risks and agree appropriate actions to mitigate/control.  Regularly review risk assessment. Ensure residual risks are incorporated within the appropriate business area’s operational risk plans
• Ensure that 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

• Equivalent to 5 years previous experience as a Business Analyst within the Financial Services industry is essential
• Equivalent to 3 years previous experience as a Systems Analyst is desirable
• Equivalent to 3 years practical experience of gathering requirements in an Agile delivery environment building Epics and Stories is desirable
• Equivalent to 2 year previous experience of working with Mortgage and Savings, products and systems is essential
• Previous experience working with offshore operations is desirable

Knowledge Requirements

• Excellent practical knowledge of utilising various tools, techniques & processes for elicitation and management of Business Requirements is essential
• Excellent practical knowledge and understand of, and compliance with, regulatory requirements and Risk Management policies is essential
• Excellent practical knowledge of Waterfall change methodology is essential
• Good Practical knowledge of Agile change methodology is desirable
• Good change management skills and ability to support & adapt within a changing environment is essential
• Excellent knowledge of savings and mortgage products is essential
• Excellent knowledge of Microsoft Word, Project, PowerPoint and Excel is essential
• Excellent analytical, mathematical and creative problem solving skills is essential.
• Detailed knowledge of the Project Lifecycle, Project Methodologies and Software Development Life Cycle (SDLC) is desirable
• Understanding of data flow and data lineage modelling is desirable
• Understanding of Quality Centre & JIRA exposure to client servers and web technologies, oracle and SQL Server databases is desirable

Qualifications/Certifications

• GSCE/GCE qualifications in both Maths and English are essential
• Degree or equivalent is desirable
• BCS Diploma in Business Analysis or equivalent qualification, or committed to working to complete qualification, is essential
• Prince 2 Practitioner or equivalent qualification in project and change management 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.

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 etc.), 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

• Handling a small team of 2 team members.
• Interacting with UK stakeholders, gathering requirements and implementing the same with support of SAS/SQL/Excel functions.
• 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
• Take the ownership of monthly deliverables of Risk team and maintain an eye to the detail (to spot different trends).
• Keep your analytical mind open while working on the requests from UK stakeholders, so that you can create a story to present from your analysis.
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations

Experience Requirements

• 5+ years’ experience of owning and running regular ad hoc risk analysis.
• 5+ years previous experience using SAS/SQL
• 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.
• 5+ 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 key purpose of the role is to contribute in building needed digital repository of training content to support operational, L&D and behavioural trainings. Be involved in ongoing training need identification engagement to enhance user experience and contribute to experiential learning. The role involves consulting on different training projects along with Training Supervisors to support stakeholder requirements

Core Responsibilities

• Design and develop high quality, accessible, learning resources in a variety of formats as required, utilising open educational resources, third-party content where appropriate. 
• Design and develop course storyboard, templates, illustrations and graphics etc. to support the course content.
• Support the operations module development work stream to design appropriate pedagogical approaches, assessment models, activities and collaborative learning opportunities in a supported online education environment.
• Collaborate with the trainers, stakeholders and subject matter experts to gather information and course elements of a given project.
• Build modules on the virtual learning environment implementing learning designs and learning activities using appropriate tools and templates, advising on revisions and enhancements.
• Support trainer to develop new media production briefs (video, audio, graphics, and interactive content), providing recommendations on appropriate technologies and learning design. Ensure briefs meet guidelines and that work order specifications are complete and accurate.  
• Understand the OSB training design framework and work with trainers to look at the scope of converting existing PowerPoint presentation or printed training materials to eLearning training content.
• Create interactive quizzes and knowledge checks based on learning objectives and material
• Support the use of learning technology in the classroom with respect to the delivery of workshops.
• Utilize the knowledge of training LMS capabilities to recommend delivery strategies that yield a rich, meaningful and dynamic end user experience.
• Ensure documentation and records are kept up to date during module development.
• Contribute to the ongoing development of learning design models, standards and guidelines relating to module development.
• Keep abreast of current trends and technologies in online pedagogy.
• Act as an advocate of online education and learning technologies within the team.
• Partner with the other members of the digital elearn team to brain storm, problem solve, review each other’s work and create new design assets for courses
• Travel across OSBI locations may be required.

Experience Requirements

• At least 3 years’ Experience in designing online training content, converting instructor based learning to online training using articulate/storyline/captivate
• Working knowledge of course structure in Learning management systems
• Fair experience of working with Adobe Suite applications

Knowledge Requirements

• Understanding of SCORM
• Articulate Storyline
• Vyond or alternative
• Adobe Creative Suite
• Office 365, SharePoint, Teams
• Windows 10 Professional
• Advance user of MS word , power point,
• Ability to run training need analysis
• Working knowledge of instructional design theories and learning principles
• Knowledge of traditional and modern training methodologies

Qualifications/Certifications

• Bachelor’s degree or equivalent experience in related field
• Certification in instructional designing

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.

Core Responsibilities

• Handling and processing customer requests that come through means such as telephone, email, post and online applications.
• To process all assigned work efficiently, accurately and within prescribed SLAs
• To demonstrate an all-round knowledge of the company’s products and processes
• Handling incoming and outgoing telephone calls from both existing and prospective customers and dealing with all queries in a professional manner.
• 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.
• 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 .
• To ensure the timely communication of information to colleagues and line management

Experience Requirements

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

Knowledge Requirements

• Basic knowledge of UK mortgage Process
• Good communication and comprehension skills is essential
• 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

Support OSB Group Plc Compliance Assurance team by undertaking risk based routine monitoring (RM) to test the effectiveness of the key regulatory preventative and detective controls on a regular basis. Act as a member of second line of defence to support the Bank in its duty to discharge its regulatory responsibilities as part of RM.

In addition, contribute to the achievement of the Group’s business goals in what continues to be, a rapidly changing conduct, regulatory environment and to promote a robust and effective compliance and conduct risk culture within the Bank.

Core Responsibilities

• To ensure timely delivery of assigned monthly routine monitoring (RM) activities by applying the RM methodology.
• Perform MI analysis and root cause to identify customer or business impacting risks for review.
• Undertake comprehensive risk based and customer outcomes focussed monitoring.
• Maintain accurate records for RM in relation to evidences, business notifications, response, closure of actions, minutes, trackers etc.
• Communicate comprehensive RM findings to respective stakeholders.
• Provide a clear summary of findings and clearly call out the impact it has on our customer and business.
• Ensure the data you share for committee reports and other RM MI is accurate, relevant and consistent.
• Maintain knowledge of the internal policies, procedures and changes in business to be able to complete monitoring effectively.
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.
• Complete any specialist training necessary to maintain knowledge and competency,
• Maintain effective communication with your Line Manager ensuring any challenges or obstacles in completing the monitoring are brought to their attention.
• Support your Line Manager and the Team in utilising resource to accomplish the scheduled routine monitoring.
• Build relationships with colleagues and actively share and seek knowledge to expand your understanding of RM.
• Ensure strict adherence to company’s security policies and procedures.
• Act as an ambassador for the bank’s compliance and conduct risk culture and standards, demonstrating the highest standards of behaviours at all times.

Experience Requirements

• A minimum of 24 months previous experience working within the UK banking services industry (desirable).
• A good understanding of mortgages and related aspects is (desirable).

Knowledge Requirements

• Knowledge of the UK residential and BTL/commercial mortgages.
• Understanding of UK Bank regulators and relevance of FCA handbook.
• Working knowledge of the Financial Conduct Authority (FCA)
• Knowledge of UK retail savings bank and associated products is desirable.

Qualifications/Certifications

• Graduation in any stream is essential.

How to apply

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

Introduction

The principal purpose is to support the Training Lending/Savings Vertical within the bank and other company level changes that impact the functionality of operations and other support functions. The role will involve planning, designing and delivery of end-to-end new hire and refresher training modules. It also involves assistance on Lending projects and maintenance and delivery of training content in line with quality standards.

The role also includes conducting Training programs and classes for both new and existing staff in the Bank’s Operations Unit to ensure they have relevant knowledge. Training will need to be aligned with the UK Operations unit so will require a close working relationship with the onshore teams as well as other relevant UK department. This is currently a position providing an excellent opportunity to develop skills related to training & exposure to projects, migrations/ change – in the process gaining a good understanding of the Banks Lending business. Some travel to offices in the UK and Bangalore/Hyderabad might be required.

Core Responsibilities

• Effectively manage training E2E New Hire Training delivery assigned by the Training Manager and Lead
• Suggest recommend changes to the New Hire Training schedule/ report mechanism from a time and cost perspective
• To highlight any Risks and Issues related to batch with the Training Lead
• Review and Close of all issues post delivery of New Hire Training
• Work on Projects , Migrations & Change related training deliverables and training requests
• Understand content documentation, review and respond
• Document high quality training material in line with Industry Standards (PPT’s, User Guide, and Handbook)
• Effectively manage communication (with Lead and Stakeholders) both verbal and written prior, during and post training delivery
• To accurately identify and assess organizational, departmental, and training program needs in relation to new hire training and refreshers
• To conduct and organize training programs – process, product & compliance/regulatory trainings
• To design & deliver training programs – process, product & compliance/regulatory trainings
• Support with ongoing Project, Change and Migration related training delivery as per requirement (Design/Delivery)
• Support and deliver on L&D and Behavioral Trainings according to availability
• To effectively work with the new hire training vertical and content vertical to produce high quality training material
• Conducting post training assessment to ascertain the ROI on training
• Align refresher trainings to improve the performance levels of the staff to meet the organization goals post delivery
• Assure the application of effective training principles/methods/philosophies
• Think critically & actively patriciate in team decision making and problem solving
• Assure actions are consistent with business goals and objectives
• Develop and sustain effective relationships with team & stakeholders
• Publish Weekly Update for self – End of each week
• Use effective interpersonal & interdepartmental communication techniques
• Conducting Training Needs Analysis and develop and implementing training based on gaps assessments
• Use a variety of training methodologies, techniques and learning tools to maximize the effectiveness of training programs
• Working with the onshore training manager to agree and oversee the delivery and content of training
• Attend meetings and provide updates and input with colleagues at various levels both within the business and with external teams
• Proactively investigate, report on and amend training material to reflect live issues and resolution
• Proactively working with Quality, Project and Change Management teams to identify areas where refresher training is required on projects
• Develop evaluation systems and assessments that demonstrate the effectiveness of the training
• Develop evaluation systems that robustly demonstrate the contribution of training and development
• Maintain awareness of the Bank’s policies and procedures to ensure training is get up to date and suitable refresher training is delivered as appropriate
• Production of relevant Management Information and reports to demonstrate the effectiveness of training and to identify areas of development at individual, team and Department level
• Maintain the company’s compliance standards and own compliance training

Experience Requirements

• At least 60 Months of overall experience in International Customer Service and 1 to 2 years of experience in process training
• At least 1 years of building content for process and systems training classes
• At least 1 years of experience within Mortgage/Savings related vertical

Knowledge Requirements

• Knowledge of Lending/savings preferably specific to products is preferable
• Knowledge of Lending/savings terminology
• Strong analytical and numeracy skills.
• Exposure to database management.

Qualifications/Certifications

• Graduate in any discipline is a must
• Certified L&D professional and Train the Trainer certification will be preferred
• Certification in content writing and design will be preferred

How to apply

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