Responsibilities:

Be a point o contact for the customer/project manager for any Business Requirement

Liaise with key stakeholders and conduct workshops and brainstorming sessions to get exact requirements.

Document exact business needs along with both functional and non-functional requirements

Ensure project objectives and scope are clearly understood and documented

Document As Is – vs To Be process flows and perform GAP Analysis

Understand the product from user point of view and propose value added services / solution that would enhance the user experience

Perform Impact and Risk Analysis for the changes/requirements i,e identifying the impact on other linked or dependent processes/systems.

Explicitly highlight the impact on the other systems and find possible solution to address the same.

Create and maintain a requirement traceability matrix ( RTM) to ensure all the requirements defined for a system are tested in test protocols

Participate in IT engagement, ensuring user requirements are understood

Facilitate Formal handover of user requirements allowing technology teams (Dev ops ) to produce functional specification / Design document

Review solution doc prepared by Dev before sending it to Customers for signoff. Follow up with customers for solution doc signoff.

Communicate to all stakeholders on the status of the existing requirement, requirements in pipeline etc throughout the project lifecycle to avoid any miscommunication.

Escalate, notify the project manager and to immediate manager if there is a delay in response from any of the team for any key deliverable/action.

Responsible for preparing and maintaining all required documents I,e BRD, FSD, RTM and visual document (MOCK UP, prototype etc)

Contribute ideas as to how the process of requirements gathering can be optimized

Develop and maintain working relationships with OTT team lead, IT & operations

Proactively provide input to project manager or project management team specifically on effort estimation (BA estimation) for planning.

Qualification: 

Any Graduate

CBAP or BCS certification desirable but not mandatory

Experience Details:

6 to 8 years of business analysis experience from Retail OR Investment Banking

Solid understanding and of Savings and Mortgages

Ability to illustrate and present workflows

Knowledge on testing and UAT experience of working in Agile environment is a plus

Responsibilities:

Operating within the agreed framework for Migrations and BOPS procedures.

Ensures Scope, Time, Cost, Quality, Resources and Stakeholders for the Migration/BOPS are identified and defined following the kick off meeting.

Supports and guides the team to coordinate effectively across Business and ensure deliverables are completed in a timely and accurate manner.

Ensures RAIDD log, Action log, Migration/BOPS trackers and Audit evidences for internal and external audits are accurately maintained.

Have a good understanding of process risk and hand offs and overall understand of key stakeholders to ensure relevant approvals are obtained to support the deliverables.

Investigating problematic casework to size potential issues ensuring all risks and issues have been assessed and are appropriately documented and required corrective action and resolution is agreed to prevent re-occurrence – where any change to process is needed this is formally captured and documented through the ops change control process.

Ensure the Migration status is reported to key Stakeholders on a weekly basis.

Effectively engages with Migration/BOPS Stakeholders ensuring their engagement throughout and providing timely updates.

Leads Steering committee meetings to get required approvals and steer for migrations.

Drive process improvements and efficiency based on the lessons learnt.

Produces weekly dashboards and regular reports for the Migrations and BOPS.

Attends weekly meetings with Stakeholders and handles any issues or escalations arising during the migration/BOPS process.

Accountable to effectively manage all Migration/BOPS Processes through the various phases to closure.

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 .

Qualification: 

GSCE/GCE qualifications in both maths and English are essential

Graduation from a recognized university is essential

Prince 2 foundation/practitioner, PMI or other project management qualification is desirable

Experience Details:

6 to  8 years overall work experience.

12m previous experience working within a Retail Banking and/or Mortgage originations &/or servicing environment is essential

12m experience in business analyst or project management experience is desirable

Extensive practical knowledge in importing data for use in reporting, spreadsheets, graphs and flow charts is essential.

Excellent communication skills both written and verbally is essential.

Previous experience working with offshore operations in the UK is desirable

The Senior Mortgage Service Delivery Manager is responsible for the OSBi Completion, Mortgage Servicing and Choices functions, overseeing back office processing and voice activity for the respective functions.

The role involves staff performance management and development of direct reports with overall responsibility of c45FTE, ensuring teams are managing accounts within agreed policy, procedures, mandates and service levels.

Responsibilities

Ensure that the OSBi Completions, Mortgage Servicing and Choices teams provide a consistently high quality of customer service to both external and internal customers.

Ensure that all processes and procedures across the function are dealt with promptly, efficiently and in accordance with agreed service standards and expectations.

Responsibility to ensure that work volumes are reported accurately and efficiently, ensuring they are being processed within agreed SLA’s and correctly resourced.

Conduct root cause analysis, adopting an approach to continually look for best in class processing standards, procedures and on-going improvement.

Ensuring the teams procedures are documented, up to date and approved

Working with the quality team to ensure a robust quality framework is in place and procedures are aligned to business policies

Management and development of all staff in line with agreed training and competencies standards, including all aspects of performance management, coaching, conduct, sickness management, appraisals, employee administration etc.

Contribute to the delivery of agreed business objectives ensuring aligned prioritisation of work focus and team objectives.

Ensure teams are working within agreed budget plans

Be the approver for OSRIS proposed corrective actions, ensuring teams are responsible for reporting and closing OSIRIS activity in a timely manner.

Conduct end-to-end reviews of process activity to ensure processes performed by the teams are effective, compliant and in line with regulatory and business policies. Identify areas of opportunity and process improvements. Documenting business cases and proposals with cost and process benefits for Management approval.

Make business decisions on Completion and Mortgage Servicing activity in line with business and financial mandate.

Ensure timely reporting and identification of issues and take the lead on issue management ensuring root cause analysis is established; corrective actions are identified and tracked through to closure.

Ensure all departmental risks and issues are reported and tracked through to closure with relevant supporting evidence to validate closure.

Take responsibility for ensuring agreed NPS scores are achieved, specifically looking at areas of improvement around customer contact points and complaints received for their area of responsibility.

Assist with delivery of key business projects and change in line with Operations Transformation approved work schedule and operating standards.

Ensure effective tools are in place to monitor resourcing requirements ensuring sufficient cover and training is continually reviewed and all risks mitigated. Capacity plan and forecast continually to identify when additional resource is required, obtaining relevant approval in a timely manner.

Attend key management working groups and meetings as subject matter expert for Completions, Mortgage Servicing and Choices, and where required chair meetings or provide departmental updates, ensuring assigned actions are completed in a timely manner.

Sign off on key documentation such as business requirements, functional design, testing approach/summary and deployment of change into live.

Engage with internal and external auditors as and when required

Ensure full compliance to the ISO 27001 Certification Requirements

Regular and accurate production of key management information and reporting for area of responsibility.

Deputise for Line Manager as required.

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 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

Qualification

Graduate/Post Graduate degree in any discipline is essential

Post Graduate degree is essential

Experience Details

36m experience working within a Financial Services organisation is essential.

24m previous experience working as a Senior Manager within an Operational function

24m previous experience as a line manager to team leaders, including direct involvement in managing performance and development is essential.

Knowledge Requirements

Robust knowledge of mortgage products and the associated servicing processes is essential.

Working knowledge of the GDPR, Anti-Money Laundering, MCOBS and MMR is essential.

Intermediate knowledge of Microsoft Word, Power Point & Excel is essential

The key purpose of this role is to support the implementation of the Quality Assurance & Business Quality Control Operations and act as an ambassador for Quality Assurance activities across Group operations.  The Quality Officer will support the Senior Quality Officer in implementing quality initiatives and the on-going monitoring of these areas of responsibilities (based in India) to meet the agreed Target Operating Model.

To complete the regular testing and assurance activity of operational processes and controls to identified risk and report on the effectiveness of level 1 control. In addition, the role will require the monitoring and assurance of agreed corrective action plans to ensure identified opportunities for performance and process improvement are followed through and monitored in line with Quality Policy.

The role holder will act as a subject matter expert to support the management team with ongoing maintenance of Quality Policy, procedure and monitoring tools in line with regulatory and operational updates. In addition, the role holder may act as a subject matter expert to support with workshops and projects where required.

The role is key in providing SME knowledge and coaching to quality colleagues via call coaching and mentoring and supporting the Senior Quality officer in implementing Quality Framework initiatives.

This Role may involve travel to the UK OSB offices and third party sites.

Responsibilities

To conduct scheduled and ad hoc testing in line with business requirements and Quality Policy.

To work with the Senior Quality Officer to identify and raise risks following testing trend analysis and support with subject matter expert input where required for corrective action plans.

To conduct self assurance testing as requested by Quality management team.

To support the Senior Quality Officer in collating the management reporting data.

To handle ad hoc queries where required.

To support the Senior Quality Officer in conducting coaching and training where required.

To act as a role model and mentor for quality colleagues to provide advise to support with personal development where requested and appropriate.

To ensure participation in MVV and team building activities to support the aim to be ‘Best Company’ and ensure good team morale.

Participate in call calibration sessions in support of striving for consistent and fair customer outcomes and coaching of junior colleagues.

Support the Quality management team with tasks associated with various quality meetings. Support and provide input into the group quality assurance standards to ensure this meets industry standards and that plans and improvements support the business needs.

To be able to work with stakeholders within operations to ensure continuous improvement and to report on findings and areas of opportunity identified through quality activity.

To ensure self adherence to group and team governance standards to ensure that risks and controls are managed and that all work is evidenced clearly to support the SMR.

Be seen as a subject matter expert within the business representing area of responsibility in core working groups.

Support with internal and external audit reviews ensuring deliverables and findings are addressed in a timely manner.

Any additional business related work that the business may from time to time assign must be cleared as per the agreed deadline.

Deputise for Line Manager as required.

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.

Qualification

Graduate/Post Graduate in any 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.

Experience Details

2 years’ experience in Operational Risk is essential.

2 years’ experience in Quality Assurance and/or Control in financial services is essential.

3 years experience working within financial services is essential.

Knowledge Requirements

Excellent knowledge in Microsoft Word, Excel & Power Point is essential.

Excellent knowledge of Mortgage originations and servicing and Savings servicing management is essential.

Good knowledge of ethical standards, BCOBS, MCOBS, DISP and investigating MPPI claims is desirable.

The key responsibility of this role is to complete the regular testing and assurance activity of operational processes and controls to identified risk and report on the effectiveness of level 1 control. Testing will include call monitoring and calibration sessions with colleagues to ensure consistency. In addition, the role will require the Senior Quality Analyst to be able to report high level trend analysis and emerging risks to management to support the development of corrective action plans to ensure we provide consistent and fair outcomes for customers.

The role holder will act as a subject matter expert to support the management team with ongoing maintenance of Quality Policy, procedure and monitoring tools in line with regulatory and operational updates. Coaching and support of junior colleagues will be required as directed by the Senior Quality Officer.

Responsibilities

To conduct scheduled and ad hoc testing in line with business requirements and Quality Policy.

Support with the annual review of end to end process and risks, ensuring updates and sign off of key quality documents are conducted in line with agreed work schedule and quality policy.

To work with the Senior Quality Officer to identify and raise risks following testing trend analysis and support with subject matter expert input where required for corrective action plans.

Review and maintain the overall current quality assurance framework ensuring that appropriate controls are in place and remain relevant reflecting any changes in processes or new processes.

To provide assurance, validation and evidence over corrective actions, including QA review, OSIRIS, Compliance, (internal and external) Audit actions, as requested by Quality management team.

To provide continuous improvement suggestions and report emerging risks following assurance activities.

To handle ad hoc queries where required.

To support the Senior Quality Officer in conducting coaching and training where required.

To act as a role model and mentor for colleagues to provide advise to support with personal development where requested and appropriate.

To ensure participation in MVV and team building activities to support the aim to be ‘Best Company’ and ensure good team morale.

Participate in call calibration sessions in support of striving for consistent and fair customer outcomes and coaching of colleagues.

To be able to work with stakeholders within operations to ensure timely feedback of testing results and to build communication skills and maintain knowledge of associated processes and changes.

To ensure self adherence to group and team governance standards to ensure that risks and controls are managed and that all work is evidenced clearly to support the SMR.

Be seen as a subject matter expert within the business representing area of responsibility in core working groups.

Support with internal and external audit reviews ensuring deliverables and findings are addressed in a timely manner.

Any additional business related work that the business may from time to time assign must be cleared as per the agreed deadline.

Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations

Qualification

Graduation/Post Graduation in any 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.

Experience Details

2 years’ experience in Operational Risk is essential.

2 years experience in Quality Assurance and/or Control in financial services is essential.

2 years experience working within financial services is essential.

Knowledge Requirements

Excellent knowledge in Microsoft Word, Excel & Power Point is essential.

Excellent knowledge of Mortgage originations and servicing and Savings servicing management is essential.

Good knowledge of ethical standards, BCOBS, MCOBS, DISP and investigating MPPI claims is desirable.

An ideal candidate should be able to develop / review test automation scripts and analyse / propose new framework to fulfil the test automation requirements of the bank.

Responsibilities

Should have banking / financial services domain experience

Responsible for develop / review automation test scripts

Responsible to analyse existing automation framework / propose new framework through feasibility study

Perform dry run of the completed scripts

Responsible for creating test cases / test data matching the requirements

Perform test case execution and log defects

Participate in defect triaging and provide data justification on the defects

Very good understanding of testing process and concepts

Excellent verbal and written communication skills

Qualification

Graduate degree / 3 Year Diploma is essential.

Certification in Automation Testing is desirable.

ISTQB foundation in Software testing is desirable.

Experience Details

5 to 8 years hands on experience on QTP/ UFT, Automation framework development, client interaction, project management, team management

Good experience on VB Scripting

Excellent communication skills

Experience of testing core systems within the Financial Services industry is essential

Previous experience working with Mortgage and Savings products and systems is desirable

Knowledge of automation anywhere is desirable

Knowledge Requirements

Detailed knowledge of the software development cycle and the defect resolution process is essential

Detailed knowledge of Agile development/testing is essential

Detailed understanding of structured test methods and processes covering manual and automated testing is essential

The test engineer role is part of the testing team located in the UK and India, responsible for testing core business systems following approved process improvements, system fixes/upgrades and planned system migrations. The Test Engineer role will report direct to the Test Manager.

The successful candidate will need to play a key part in the delivery of agreed department strategies and approved work schedule conducting and evidencing robust testing delivery in line with planned test cycles and agreed delivery timelines.

Responsibilities

Support and contribute to the documentation and maintenance of the test strategy and approach documentation and governance for each approved project and assigned test phase.

Develop and maintain a good working knowledge to support each system / project and testing phase.

Create and maintain detailed test scenarios, test cases and test scripts which are fit for purpose for each project and test phase in line with the agreed testing strategy and approach. This will include all levels of testing – such as Functional / Regression / User Acceptance / Systems integration together with any other testing assigned.

Ensure all test scenarios, test cases and test scripts are peer reviewed undergo a quality review for completeness and accuracy and are signed off by designated SME’s within the appropriate business areas.

Create and maintain a test traceability matrix for ALL projects to track business and functional requirements back to the test scripts.

Ensure project deliverables are met and delivered on time for each project and test phase. Escalate any slippage to the Test Manager and Senior Test Manager where appropriate.

Ensure all test results are accurately recorded with the required documentation during all phases of test execution.

Produce and maintain a template library of all test artefacts required during the testing phase.

Contribute and support the preparation and documentation of the test summary report at the end of each test phase.

Attend department, project and business meetings to provide updates and feedback on each test phase.

Prepare reporting and status updates on all assigned projects. 

Flexible approach to work schedule to meet testing cycles which may involve working outside of core working hours / days and potential travel (travel to UK site and third parties).

Undertake ad-hoc duties as outlined by Line Manager.

Maintain the company’s compliance standards and own compliance training

Qualification

Graduate degree / 3 Year Diploma is essential.

ISEB Foundation Certificate in Software Testing (or demonstration of the equivalent level of knowledge gained through experience), desirable.

Experience Details

5 years  previous experience in a Testing role is essential

3 years  Experience in ALM Experience is Mandatory

ISTQB Certification is Desirable

Working experience or knowledge on SQL Desirable

12m previous experience of testing core systems within the Financial Services industry is essential

Previous experience working with Mortgage (Phoebus) and Savings (Bastion) products and systems is desirable 

Knowledge Requirements

Thorough knowledge of the software development cycle and the defect resolution process is essential

Thorough understanding of structured test methods and processes covering manual and automated testing is essential

Thorough knowledge of testing phases (SIT / System test / regression testing / UAT / Model office) is desirable