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.

The Senior Quality Manager is responsible for the OSBI Level 2 Quality team, which sits within the Group’s first line of defence. overseeing all level 2 quality (Voice and Non-Voice)  processes and procedures across all customer channels and brands within the Group. Assessing, making and taking forward recommendations for the on-going needs of level 2 quality controls over the Group, based on a risk based monitoring approach. 

The role involves staff performance management and development of direct reports with overall responsibility of c.25FTE, ensuring teams are working within the agreed quality framework and standards, business policies, procedures, mandates and service levels; whist assessing and managing the capacity requirements within the function.

Accurate and effective reporting on the status of level 1 controls and managing corrective action plans with Operational teams and appropriate escalation to management (UK and India).

The role is based in India and might require travel to the UK depending on business requirements.

Responsibilities

Champion the first line of defence across all brands and customer journeys within OSB.

Ensure that the OSBI Level 2 Quality Control Voice and Non Voice teams provide a consistently high quality of service to both external and internal customers.

Ensure that all activities across the function are prioritised effectively, and in accordance with agreed service standards and expectations.

Responsibility to ensure that results of quality monitoring reported accurately and efficiently to meet the agreed Quality Framework and standards.

Ensure effective capacity planning is in place, to assess and plan resources to ensure service levels are met, considering and planning for operational peaks and troughs effectively.

Responsible for the performance management and development of a growing function. Direct management of line manager grade colleagues and overseeing c.25 FTE within the Quality function. Assessing current capability and on-going needs for the function in-line with the agreed Group Training and Competency scheme;, including all aspects of performance management, coaching, conduct, sickness management, appraisals, employee administration etc.

Conduct root cause analysis, adopting an approach of continually evaluation and improvement look for best in class Quality standards, procedures and controls.

Ensuring the teams procedures, quality test scripts and risk matrices are documented, up to date and approved annually or as a result of material change.

Working across business teams to ensure a robust quality framework is in place and procedures are aligned to business policies and standards and risks tolerances for scope and frequency of quality testing conducted.

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

Conduct end-to-end quality reviews of process activity to ensure controls performed at Lv 1 and Lv 2 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 and manage implementation of change within the Quality function.

Make business decisions on matters concerning the Lv2 Quality team and activity, in line with approved business mandate and risk tolerances.

Ensure timely reporting and identification of issues within the Quality function, take the lead on issue management ensuring root cause analysis is established; corrective actions are identified and tracked through to closure. Ensure the approved incident reporting business tools are used to record and close issues in a timely fashion. Be the approver of proposed corrective action plans to address.

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 Net Promoter score targets are achieved, specifically looking at areas of improvement and ongoing monitoring as a result of Trends on quality fails and other triggers.

Assist with delivery of key business projects and change in line with Business Change and Programme approved work schedule, working within the approved operating standards. 

Ensure effective tools are in place to manage capacity, continually assess resource requirements and agree plans with Line Manager for ensuring sufficient coverage for level 2 Quality Monitoring over the Group businesses.

Attend key management working groups and meetings as subject matter expert for the Level 2 Quality Teams, 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

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

Deputise for Line Manager as required.

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

Qualification

Graduate degree is essential

Post Graduate degree is essential

Qualification in process and risk management is desirable.

Experience Details

3 years experience working within a Financial Services organisation is essential.

2 years previous experience working as a Senior Manager within an Operational function

2 years previous experience as a line manager to Managers, including direct involvement in managing performance and development is essential.

3 years experience in managing and developing staff is essential

2 years experience in Operational Risk, Quality and risk control self-assessment management or equivalent is essential

2 years’ experience in management of offshored  operations is essential.

Knowledge Requirements

Robust knowledge of Mortgage & Saving products and the associated origination and servicing processes & controls is essential. Good knowledge of ethical standards, BCOBS, MCOBS, DISP and investigating MPPI claims is desirable

2 years’ experience in Operational Quality Management or equivalent is essential

3 years’ experience in managing and developing staff is essential

Working knowledge of the GDPR, MCOB, Anti-Money Laundering and BCOBS is essential.

Robust knowledge of Visio and Process Mapping is essential

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

The key purpose of this role is to provide excellent support to the Group Customer Relations Root Cause function and wider business, dealing with ad hoc business information requests on key Root Cause themes along with supporting UK analysts and Root Cause Section Leader providing in depth reviews of all complaints received into the business, to establish new ways of working from a system and process perspective, looking for ways to improve our overall customer experience.

The role will require key interaction with different departments throughout the business and be responsible for producing timelines and history of an account and identification of process and control weaknesses which have been identified.  You will provide detailed information to the Root Cause Analysts and Section Leader in order for detailed reporting to be presented to show assessment carried out based on key trend and emerging areas of concern. 

The role may require travel to OSB operating sites in the UK and where applicable to third parties locations.

Responsibilities

Provide support to the UK Root Cause Analysts and Section Leader to ensure in depth analysis is carried out of Complaints against focus areas outlined in the Bank’s Root Cause framework.

Gather relevant information, Management Information and categorisation of complaints to enable detailed reports to be written by the Root Cause Analysts

Support in the provision of detailed analysis and insight into department’s key risk and performance areas

Provide the necessary support within workshops with key stakeholders to discuss, ensuring accurate minutes are recorded and distributed that confirms validation of Root Cause findings and generated agreed actions to ultimately reduce complaints and track closure.

Look for opportunities for process improvement in operational performance so as to improve the customer journey whilst also considering adherence to all regulatory requirements and business policies.

Make recommendations for process and system changes to establish process improvement and efficiencies following the Business Change Control process.

Provide the necessary input and support to the UK Root Cause Analysts and Root Cause Section Leader in conducting deep dive reviews where required to establish area of process improvement and assurance.

Assist with preparing accurate and timely management information reports and decks.

Contribute to the ongoing development and utilisation of the Complaints software system specifically for utilisation and recording of Root Cause data and Management Information

Where applicable, assist Root Cause Analysts and Root Cause Section Leader in engaging and communicating with a wide range of stakeholders across the Group and third parties to report on findings and areas of opportunity identified through root cause analysis and process reviews.

Through gathering and categorisation of detailed information, identify and escalate risks identified to ensure the adherence to the appropriate FCA regulations

Where required carry out investigation and responses to customer complaints ensuring received complaints and expressions of dissatisfaction are responded to within the Group agreed standard and processes.

Assist and support with the Coordination and support of internal and external audit reviews ensuring deliverables and findings are addressed timely.

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

Qualification

Graduate degree is desirable

Experience Details

2 years previous experience in an effective root cause support and analysis role is essential

2 years previous experience in a complaints function is essential

1 years previous experience in producing management information is essential

Knowledge Requirements

Excellent knowledge and understanding of the FCA’s regulatory framework and DISP rules for handling customer complaints and Treating Customers Fairly is essential

Excellent written and verbal communication skills are essential.

Understanding in identifying process opportunities to improve business processes that positively benefit the customer and the business is essential

Good understanding of using Microsoft Word, PowerPoint and Excel is essential

Robust knowledge of ethical standards, BCOBS, MCOBS and MMR is desirable

The Senior Savings Manager is responsible for the OSBI Savings and Investment team, overseeing back office processing from account opening to account closing including deposit, account amends, withdrawals and product maturities.

The role involves staff performance management and development of direct reports with overall responsibility of c50FTE, ensuring teams are managing accounts within agreed policy, procedures, mandates and service levels. 

Responsibilities

Ensure that the OSBI Savings and Investment 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.

Ensure operational compliance to HMRC guidelines for ISA processing, servicing the customer’s account in line with the ISA guidelines from account opening through to closure.

Be an ISA Manager from an Operational perspective, ensuring any day to day queries from other providers are answered accurately and within the required timeframes. Regular process reviews undertaken to ensure compliance to guidelines, identification of any issues to be raised and corrective actions plans to remediate put in place. Any changes to account maintenance / management are to be taken forward within the business for implementation

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 Savings 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 the Savings and Investment team, 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

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

Ensure full compliance to the ISO 27001 Certification Requirements

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 degree 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 saving products and the associated servicing processes is essential.

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

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

In light of the organizations growth plans and challenging change agenda required to support these plans, we are looking for an experienced Project Manager to deliver against our Group Savings and Mortgage change delivery from a systems and process perspective within the Strategic Operations and Change Function in Bangalore.

As a Project Manager you will be responsible for supporting the delivery and ensuring the right resource is allocated to the approved change pipeline and analysis work that is required to ensure effective delivery against an agreed programme and timeline. Key responsibility to ensure robust and accurate plans are developed from a timeline, resource and cost perspective to deliver against the agreed objectives and project scope to a successful implementation, ensuring understanding of business change needs and assessing the impact and risks of those changes as well as providing effective communication channels.

Working hand in hand with business sponsors, programme, business analysts and key stakeholders/work streams leads, process owners & developers internally and externally on multiple initiatives concurrently on various scale projects and larger scale change initiatives.

The role holder will ensure processes and working practices are carried out in line with agreed project and change business policies and procedures and operating frameworks. They will provide excellent customer service delivery, identify areas of opportunity to ensure best practices are in place and work stream leads are working to an agreed standard and capability to enable OSB meet strategic and operational objectives from a Commercial and Operational perspective

The role involves providing direction, governance and oversight to all key stakeholders and project work streams leads and support functions which may involve some travel to the UK and third party locations.  Contracted day will be predominately based on UK working shift.

Responsibilities

Lead and champion all key stakeholders involved with project delivery to meet the short and long term business needs and capabilities across the Group bringing external perspectives, identifying and promoting best practices and procedures.

Work within the agreed project and change operating frameworks, using agreed formats/documents and operating tools and where required input into the business policy and procedures.

Provide management support and evaluation against work stream delivery and performance against agreed project scope and objectives and take appropriate action where needed to ensure delivery and execution meets the requirements.

Work with the business, work stream leads and key stakeholders to ensure the various stages of the project delivery are understood, accepted and approved by key stakeholder within the agreed timelines.

Collaborate and own detailed project plans and high leveling planning documents to ensure that project delivery is being met by the agreed timeline

Engage with key stakeholders to influence the change solutions to meet business goals, scope and strategy requirements.

Gain a good understanding of the required business objectives across core business processes, products and systems to provide advice and communicate in both a technical and user friendly language to meet all stakeholder expectations.

Be seen as a key SME within the business change function representing the function in core working and steering groups.

Own all Project documentation and planning documents e.g. PID’s / RAID’s / milestone and project plans ensuring they are managed and maintained effectively.

Prepare and provide regular reporting / status reports against agreed delivery timelines clearly documenting progress, any risks & issues against approved delivery producing consolidated reports considering status and updates from all key work stream leads and business impact.

Manage and reporting on project budget costs and expenditure as required.

Coordinate and provide feedback to Line Managers on performance and delivery against assigned resource to support project delivery.

Identify key stakeholders and resources needed across the business and third parties to support the successful delivery of accurate and detailed project milestone and project plans.

Support with internal and external audit reviews ensuring deliverables and findings are addressed in a timely manner and full audit trails around delivery i.e. project documentation, sign offs, plans etc are available and accurate.

Coach areas of the business who are not familiar with the project management framework.

Carry out research and development sessions to making recommendations to support business cases for charge objectives.

Prepare business cases and project initiation documents ensuring scope, benefits, resource, and costs are fully understood and clearly documented before any project initiation is taken forward.

Provide regular communication to Project teams, Operations and business stakeholders ensuring they are informed of the change pipeline and readily prepared for the upcoming change.

Ensure regular and accurate production of key management information and reporting for areas of responsibility from a delivery, capacity and delivery perspective.

Ensure monitoring and utilization of resources across teams to delivery against approved business projects and change identifying cross-programme interdependencies and addressing any conflicts.

Conduct and prepare high and low level assessments on project lessons learnt to establish areas of change needed to improve efficiency to support change delivery.

Deputize for Line Manager as required and complete ad-hoc duties as outlined by Line Manager.

Maintain the company’s compliance standards and own compliance training

Qualification

Graduation from a recognized university is essential

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

Experience Details

2 + years in a Project Management positon with key experience focusing on saving and mortgage products within the Financial Services industry is desirable

2 years’ experience in line management and supervision of staff in a Project Management role is essential

Excellent communication skills both written and verbally is essential.

Experience of Charing and managing stakeholder meetings and process redesign workshops is essential.

Previous experience working with offshore operations in the UK is desirable

Knowledge Requirements

Advanced level of knowledge using of Microsoft Excel, Word, Processing Mapping Project and Visio is essential

Advance knowledge of process redesign and efficiency is essential

Knowledge of designing and delivery of workflow processes and solutions is essential

Knowledge of Mortgage (Phoebus), Savings (Bastion) and Workflow (AWD) products and systems 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

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

3 to 5 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

12m previous experience in a Testing role is essential

12m 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

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 3 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

Responsibilities

Develop and maintain a detailed working knowledge and level of expertise to support each system / project and testing phase.

Where required, line manage and coach assigned staff in the UK and India, including all aspects of performance management, development, conduct, sickness management, appraisals, employee administration and recruitment.

Manage the team to ensure they 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 policy and procedures and agreed strategy and approach.

Understand and manage end to end test process, implementing quality recommendations with support from the test management team, Test Lead's and Senior Test Analyst.

Manage and maintaining Input to the continuous improvement department policies and procedures in line with agreed review standards.

Prepare regular reporting and status updates as required by line manager for assigned projects and areas of expertise. 

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

Manage issues, defects and observations in a timely manner where the business or functional requirements or process changes do not meet the aims and goals of the business area.

Manage, define and monitor test metrics for each project and test phase.

Conduct and manage quality assurance activities to ensure that the function is managing in line with agreed standards, and KPIs for each project or change.

Undertake any other duties, commensurate with grade and job title.

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.

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

2.5 to 3 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

Responsibilities 

Lead and champion the development of the OSBI Project and Process Re-engineering team which current consist of 3 direct reports including experienced project managers and a senior business analyst lead to meet the short and long term business needs and capabilities across OSBi identifying and promoting best practices and procedures.

Understanding and input into the Group Project and Change policy and procedures and ensuring compliance.

Able to work at a detailed and high level promoting understanding of business processes and practices, engaging with a wide range of stakeholders across the Group to report on findings and areas of opportunity identified through process reviews and industry assessments.

Development and documenting the required framework and procedures surrounding areas of responsibility while also ensuring a robust quality framework is in place for areas of responsibility.

Core objective to transition all Savings and Lending processes currently carried out on legacy image and workflow systems to new platforms.

Report on identified process efficiencies and improvements from a processing and customer perspective and validating through business realization. 

Work closely with the operations teams to ensure all business requirements are fully understood, captured accurately and approved by key stakeholders.

As an ‘Operational Champion’ work closely with other key business functions required delivering the initiative/project and ensuring the operational requirements are accurately translated to all design and delivery of the solution obtaining the necessary approvals and sign offs.

Ensure all project documentation is accurately reflected and kept up to date at all times.  All project documentation and outputs to be aligned to the agreed business policy and procedures.

Actively support the tracking of actions logs and tasks lists ensuring the project stays on track. If any deviations against the plans occur, ensure these are escalated appropriately and timely. 

Conduct accurate and timely status report for all project and activity within area of responsibility.

Carry out reviews to ensure that any technical specifications required for the initiative/project is built to reflect the needs set out in the business requirement document and seek the operational acceptance of this solution through traceability.

Co-ordination and management of agreed meetings and workshops ensuring minutes are a true reflection of the meeting and agreed discussions and actions.

Support the business through business readiness, ‘Go-live’  stages of the project or change and post live issues within the warranty period

Conduct and input into lessons learned sessions with all stakeholders involved in the project.  Ensure all lessons are analyzed, feedback and where possible approaches changed/adopted to help the journey of the next initiative/project. 

Conduct and co-ordinate end to end process reviews aiming for optimal and effective process outcomes for the business and customer.

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

Carry out effective R&D for process change opportunities to establish process improvement recommendations to improve processing across Operations and for all processing carried out by OSBi.

Manage required workshops to support user journey mapping and requirements utilising BOx and other project tools to document outcome and benefits.

Work closely with the UK Process Redesign and project teams with the aim for OSBI to be self-sufficient in delivering to agreed target operating model and transition into a BAU process for continuous improvement on areas of workflow and imaging.  

Ensure all work activity has robust and achievable project and resource plans to support delivery for projects owned by the team or where support is being given for other business projects.

Assigning ownership of activities to ensure delivery, reporting on any potential or identified risks timely

Input and maintain assigned RAIDD and action items assigned to the team.

Producing and maintaining effective milestone and project plans against agreed project objectives and tracking delivery against agreed plans.

Support the Business Automation and Transformation team in UK and Bangalore making recommendation for best processing opportunities to remove manual workaround and processing risk.

Engagement with the Training team to documenting and review training material relating to servicing processing changes.

Line Management & development responsibility for Transformation team ensuring monthly appraisals are completed and focus is given to the ongoing development and training of team to agreed quality standards and KPIs.

Completed data analysis reviews as required to assess information to make recommendations towards process reviews and business cases. 

Support with process reviews and internal and external audit reviews.

Ensure all Treating Customer Fairly requirements are met.

Deputize for Line Manager as required and complete ad-hoc duties as outlined by Line Manager. 

Maintain the company’s compliance standards and own compliance training

Qualification

Graduation from a recognized university is essential

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

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

Experience Details

3 years previous experience within the Financial Services sector in a Project management role is essential

2 years  previous experience of managing a Process and operational transformation is essential

3 years  previous Line Management and supervising of staff in a project and business analyst role is essential

2 years previous experience in automation, workflow and RPA technologies is desirable