Join the team

Bring market data into management information to broaden the Groups use of feedback and research. Contextualise with operational and product data. The post holder will be expected to travel on occasions.

Core Responsibilities

Be an expert in all current group lending lines.

Support the creation of an economic assessment with conclusions and recommendations for changes in lending product design and proposition based on key consumer metrics/data.

Maintain a detailed peer group performance database pulling together key developments in proposition, personnel, strategy and performance.

Establish access to appropriate agencies to ensure OSB Group receives timely updates on changes to market behaviours.

Support ad hoc research and analysis work as required by the Head of Insight or the Executives/Directors.

Contribute to the production and verification of the mid and full year report and accounts for the group.

Enhance forecasting capabilities by building an understanding of actions and associated outcomes to support suggestions for improvement.

Core market metrics reporting - UK Finance commentary, Goodbody report, (demand for housing stock, Government budget) Landlords panel.

Conversion performance - Enhance reporting for timeframes and conversions. In particular split out “Valuation” for each lending brand. This should form part of BAU monthly reporting alongside CX KPIs.

Contribute to sector reviews with market and performance data.

Manage Risk management committee returns, RAG status commentary.

“Story telling” improvements – review how MI is presented and seek to improve how we communicate the underlying story each report tells us.

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

Qualification

Degree level education in relevant subject

Good standard of English

Experience Details

2 years previous experience in financial service sector is desirable

3 years previous experience in data mining and reporting is essential

2 years previous experience of providing market metric reports is essential

Knowledge Requirements

Detailed knowledge of the UK financial services industry is essential.

Specialist knowledge on current Insight techniques is essential.

Evidence of managing stakeholders expectations is essential.

Thorough working knowledge of Microsoft Word, Powerpoint & Excel is essential.

Thorough working knowledge of predictive and statistical tools such as (for example) Power BI is essential.

Basic knowledge of regulated environments is desirable.

Help inform proposition development priorities, channel strategies and product developments throughout the customer lifecycle.

• Help generate good outcomes for customers using research and other data sources
• Regulatory reporting on customer profiling and outcomes
• Support sector reviews with customer data

Core Responsibilities

Support reporting schedule for the Voice of the Customer forums, to bring all sources of customer data together to drive better outcomes for customers (Broker, Borrower and Saver)

Support the production of a customer lifecycle dashboard with recommendations for improving outcomes

Support the analysis of the customer profile monitoring data and reports aligned to policy and enrich reporting with key observations

Identify and work with key stakeholders across the business to produce detailed customer journey maps that aid better journey builds and customer outcomes.

Develop an understanding of consumer habits both online and offline and use the insight to work with the wider team, (Proposition, Sales and Marketing) to develop appropriate contact and engagement strategies.

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

Qualification

Degree level education in relevant subject

Good standard of English

Experience Details

3 years previous experience in financial service sector is desirable

2 years previous experience in data mining and reporting is essential

Knowledge Requirements

Specialist knowledge on current Insight techniques is essential.

Evidence of managing stakeholders is essential

Thorough working knowledge of Microsoft Word, Powerpoint & Excel is essential

Thorough working knowledge of predictive and statistical tools is desirable

Basic knowledge of regulated environments is desirable

Work with information security, compliance, legal and privacy functions to drive culture and behaviour change and provide assurance on effective and secure IAM operations by following defined procedures and challenge insecure behaviours.

Responsibilities

Continuous to improve our Identity and access management services line with company policies and standards as well as changing technologies and security guidelines.

Design, implement and maintain existing and new technologies to ensure audit and privacy compliance, where appropriate challenge and improve security and technology policies.

Drive continuous automation of IAM operations and controls to improve efficiency and security including Cloud Identity, Active Directory.

Troubleshoot and manage the resolution of issues related to identities, systems access accounts, authentication, authorization, entitlements, and permissions.

Mentor and train junior team members in the development, implementation, review, and testing of IAM technologies.

Qualification

Graduates from any stream.

Experience & knowledge requirements

7 - 9  years hands on experience.

Expert level technical skill in Identity and Access Management technologies and systems, including identity and access management (IAM) protocols such as SSO/SAML, OAuth/OIDC, SCIM and 2-step verification, systems including Google Cloud Identity and Active Directory.

Good knowledge on IAM architecture and integration's.

Coding/scripting experience in one or more general purpose languages.

Good knowledge on Active Directory.

Knowledge of Role based access control and Privileged Access Management (PAM).

Ability to quickly learn, understand, and work with new and emerging technologies, methodologies and solutions.

Strong problem solving skills.

Excellent written and verbal communication skills with the ability to influence and impact others and drive changes effectively.

Experience in defining and implementing IAM service metrics and reporting.

Process and procedural documentation for IAM services.

Experience with Privileged Access Management Systems is desirable.

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

Responsibilities

Handling incoming and outgoing telephone calls from both existing and prospective customers and dealing with all queries in a professional manner.

To demonstrate an all-round knowledge of the company’s products

Follow up to ensure that appropriate actions were taken on customers' requests.

Refer unresolved customer grievances or special requests to designated departments for further investigation.

Contributes to team effort by accomplishing related results as needed.

To ensure the timely communication of information to colleagues and line management

Maintain the company’s compliance standards and own compliance training

Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above.

To respond to all enquiries, whether received by telephone, in writing, by e-mail or made in person efficiently, professionally and within any specified timescales.

Coaching and training of new and existing employees, sharing of knowledge and tips with immediate colleagues.

To bring to the immediate attention of an appropriate line manager any problems or issues, such as a complaint, potential fraud, a health and safety issue, a breach of policies etc..

To ensure the timely communication of information to colleagues and line management

Qualification

SSLC qualification is essential

PUC qualification is essential

Graduation in commerce stream is desirable

Experience Details

12m previous experience working in mortgage, undertaking a voice process is essential

12m previous experience working within the financial services industry is desirable

Knowledge Requirements

Intermediate level skills in Microsoft Word and Excel are essential

Responsibilities:

To process all new investment accounts efficiently and without delay.

Demonstrate a full understanding of all internal and client compliance policies and procedures.

Any additional investment related work that the bank may from time to time require.

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

Qualification: 

B.Com/BBM/MBA (Finance) is essential.

Experience Requirements

At least 12 Months Experience in Non - Voice Banking domain is essential.

Knowledge Requirements

Intermediate level skills in Microsoft Word and Excel are essential

Basic knowledge of UK mortgage and/or savings products is desirable 

This position fosters a strong working relationship within the customer experience team, other Managers, department heads and senior management, and embraces the critical role to ensure long term success of the customer experience team in general. This position exercises independent judgment that requires sound decisions based on research and factual information with minimum supervision.

Responsibilities

To ensure the department meets all the set objectives defined in the KPI

Set and achieve Customer experience team goals and results by using ‘best practice’ leadership and management principles and ensuring adherence to organizational procedures, policies, and systems.

Develop the job performance standards and goals for all CSRs to achieve the organization’s customer service and retention goals and assist in reaching revenue objectives.

Adhere to and deliver the best results in terms of Customer Experience which will include delivering agreed goal results with respect to AHT, Service levels, Quality score, Compliance audits, Abandonment rates and any external audits.

Assign and direct the workflow to ensure excellent service is delivered through appropriate staff planning and scheduling to meet/exceed all of the department’s goals.

Establish and maintain quantity and quality standards by developing and ensuring compliance with all customer service and process standards through reviews, technical and call observation audits, reports and practices. Provides direct and timely feedback to all staff on the results.

Analyzing, and summarizing data on all facts of the operations and making appropriate recommendations.

Manage team’s issues, concerns and escalate as necessary to LM

Adhere to all the SLA/TAT agreed for different processes for S&I and Lending and ensure efficient service delivery

Responsible for Team’s training, coaching, mentoring, developing cross skilled resources and thereby create sufficient contingency among the team

Develop complete process and system understanding and recommend and propose scope for improvement thereby creating and adding value to the operations

Demonstrate leadership skills and lead from the front. Win the team’s confidence and support.

Assist in the recruitment and hiring of the most qualified applicants to meet the needs of the front end.

Qualification

Graduation in commerce stream is essential

Post graduate degree is desirable

Experience Details

96 Months experience is essential

Minimum 90+ months of relevant work experience – worked in similar capacity for about 24 months performing all or most of the tasks mentioned in the job specs above are essential.

Excellent team handling and people management skills are essential.

Should have experience of handling voice teams and processes.

A strong desire and the ability to keep up to date with developments in the industry are desirable.

Excellent communication skills are essential.

Knowledge Requirements

Knowledge of UK Banking process is essential

Knowledge of UK regulatory and compliance requirements is beneficial although not essential.

Lead a team of Process Leads and Sr. Process Leads providing coaching and feedback to support in their development

Key role will also include but not limited to ownership of RAMs management, recommendations, assess/identify risks and define controls, establish target testing where required, lead Customer Outcome testing discussions with stakeholders, participate in business reviews to represent Quality Assurance function, write White papers and recommendations based on the testing outcomes

To govern L1 & L2 regular testing and assurance activities in line with Groups Quality Operations Framework to provide effectiveness rating to business areas and obtain agreement from relevant stakeholders.

Manage and identify risk and report to the Quality Management , In addition, the role will require the oversight of corrective action plans.

The role holder will be solely responsible for leading the ongoing maintenance of Quality Framework, Quality Monitoring tool and procedure documents 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 whenever required.

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

Responsibilities

To lead and develop a team of Process Leads and Sr. Process Leads in line with the Fit to practice requirements.

Quality AM will be responsible for overall adherence of the Quality Risk Assessment Matrices for multiple business areas within stipulated timelines

To have oversight and be responsible for relevant reporting based on the testing outcomes generated by direct reports for Operational areas including identification of trends, root cause analysis and recommendations for improvements

Active participation in Call listening sessions and calibrations to provide an impartial decision around overall quality results

Ability to produce effective written communications, recommendations (e.g. white papers, testing scripts, rationale for customer outcomes etc.) and should be able to conclude data sets to provide relevant reports

Risk centric mindset to identify and mitigate gaps present in the existing and new processes

QA AM will solely responsible for implementation of target testing when emerging risk/s are identified or where new processes are implemented

Role is to ensure that aligned business areas are adhering to Treating Customers Fairly principles

Lead meetings related to corrective actions on QA Risk Events, Risk acceptances, Local Ops changes, Change Requests, Audit/Compliance readiness, Risk Register Meetings and own actions assigned from these meetings for the dept.

Automation, Projects and Process Improvement:
Identify, evaluate and lead the process improvement within the team and aligned business areas

Lead/Mentor all aligned projects, migrations, End to End customer journey reviews and work closely with relevant teams.

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

Ensure aligned team is calibrated with the Operational areas and drive consistent and fair customer outcomes

Building relationships and create two way communication channels with stakeholders

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 an expert in the Quality Assurance framework and be recognized as the go to person for Risk & Quality actions

Lead in internal and external audit reviews by active participation and by providing relevant inputs to Quality Management in a timely manner.

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

Qualification

Graduation/Post Graduation in commerce/mathematics discipline is essential.

Qualification in quality management (CQI or equivalent) qualification is desirable.

Degree in business finance or equivalent is desirable.

Qualification in process and risk management is desirable.

Experience Details

Minimum 6 years’ experience in Banking and Financial Risk is essential.

Minimum 2 years’ experience leading a team of SMEs or TLs

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

Knowledge Requirements

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

Excellent knowledge of Banking Operational functions is essential

Excellent knowledge of ethical standards, BCOBS, MCOBS, TCF Principles and DISP

Support quality initiatives and the on-going monitoring of these areas of responsibilities to meet the agreed Target Operating Model. To complete L2 regular testing and assurance activities and highlight gaps in L1 Ops Quality in line with Groups Quality Operations Framework to provide effectiveness rating.

Core Responsibilities

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

Complete validation of L1 testing and complete monitoring of L2 Re-performance testing of respective RAMs within stipulated timelines for minimum of 1-2 process areas

To provide relevant reporting based on the testing outcomes for Operational areas

Participate (Lead if required) call calibration sessions in support of striving for consistent and fair customer outcomes and coaching of colleagues.

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

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

Adhere to testing scripts to conduct control testing for the business areas

Identify/highlight risk and controls for areas of responsibilities including risk events when they occur

Execute Target testing when emerging risk/s are identified/where new processes are implemented

Perform Customer Outcome testing in line with TCF principles and should be able to provide rationale for the outcome

Should be able to execute corrective actions defined by Quality Management on QA Risk Events, Risk acceptances, Local Ops changes, Change Requests, Audit/Compliance readiness, Risk Register Meetings

Role requires a good knowledge of monitoring data crunching (on excel )to identify themes and trends

Role may also require participation in aligned projects, migrations, End to End & customer journey reviews and work closely with relevant teams.

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

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

Qualification

Graduate/Post Graduate in commerce/mathematics discipline is essential.

Qualification in Quality Management (CQI or equivalent) qualification is desirable.

Degree in business finance or equivalent is desirable.

Qualification in process and risk management is desirable.

Experience Details

Minimum 3 years’ experience in Banking and Financial Risk is essential.

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

Knowledge Requirements

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

Excellent knowledge of Mortgage or Savings Products servicing management is essential

Good knowledge of ethical standards, BCOBS, MCOBS, TCF Principles and DISP is desirable

Responsibilities

Handling customer requests that come through all means such as email, post and online applications.

To demonstrate an all-round knowledge of the company’s products

Follow up to ensure that appropriate actions were taken on customers' requests.

Refer unresolved customer grievances or special requests to designated departments for further investigation.

Contributes to team effort by accomplishing related results as needed.

To ensure the timely communication of information to colleagues and line management

Maintain the company’s compliance standards and own compliance training

Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above.

To respond to all enquiries, whether received by telephone, in writing, by e-mail or made in person efficiently, professionally and within any specified timescales.

Coaching and training of new and existing employees, sharing of knowledge and tips with immediate colleagues.

To bring to the immediate attention of an appropriate line manager any problems or issues, such as a complaint, potential fraud, a health and safety issue, a breach of policies etc..

To ensure the timely communication of information to colleagues and line management

Qualification

SSLC qualification is essential

PUC qualification is essential

Graduation is essential

Experience Details

12m previous experience working in an international mortgage or underwriting, undertaking non - voice or semi-voice process is essential

12m previous experience working within the financial services industry is desirable

Knowledge Requirements

Intermediate level skills in Microsoft Word and Excel are essential

Basic knowledge of UK mortgage and/or savings products is desirable

Responsibilities

To ensure the department meets all the set objectives defined in the KPI

Set and achieve team goals and results by using ‘best practice’ leadership and management principles and ensuring adherence to organizational procedures, policies, and systems.

Develop the job performance standards and goals for all analysts to achieve the organization’s operational goals.

Adhere to and deliver the best results in terms of internal and external customer experience which will include delivering agreed goal results with respect to Quality, Efficiency, Turnaround time, Compliance, Abandonment rates.

Assign and direct the workflow to ensure excellent service is delivered through appropriate staff planning and scheduling to meet/exceed all of the department’s goals.

Establish and maintain quantity and quality standards by developing and ensuring compliance with all customer service and process standards through reviews, technical and call observation audits, reports and practices. Provides direct and timely feedback to all staff on the results.

Analyzing, and summarizing data on all facets of the operations and making appropriate recommendations.

Manage team’s issues, concerns and escalate as necessary to LM

Adhere to all the SLA/TAT agreed for different processes and ensure efficient service delivery

Responsible for Team’s training, coaching, mentoring, developing cross skilled resources and thereby create sufficient contingency among the team

Develop complete process and system understanding and recommend and propose scope for improvement thereby creating and adding value to the operations

Demonstrate leadership skills and lead from the front. Win the team’s confidence and support.

To ensure legal compliance with all aspects of the Company’s business

Manage Attrition, Attendance and Utilization as per the agreed goals in KPIs

Undertake any other duties, commensurate with grade and job title, requested by TL/Line Manager or above

Qualification

Graduation in commerce stream is essential.

Post graduate degree in business management is desirable.

Experience Details

96 Months experience is essential

Excellent team handling and people management skills are essential.

Excellent communication skills are essential.

Minimum 90+ months of relevant work experience – worked in similar capacity for about 24 months performing all or most of the tasks mentioned in the job specs above are essential.

Should have experience of handling voice teams and processes.

A strong desire and the ability to keep up to date with developments in the industry are desirable.

Knowledge Requirements

Knowledge of UK Banking process is essential.

Knowledge of various Originations processes is essential.

Knowledge of UK regulatory and compliance requirements is beneficial although not essential.

Working hand in hand with business sponsors, programme, business analysts, IT and key stakeholders/work streams leads, process owners & developers internally and externally. The role holder will ensure processes and working practices are carried out in line with the agreed project approach and business change policies and procedures and operating frameworks.

Responsibilities

Work within and develop where needed the right ways of working and the required project and change operating framework for each project responsible, using agreed formats/documents and operating methods to meet project needs.

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.

Able to work at a strategic as well as a detailed level, engaging with a wide range of stakeholders across the Group and third parties.

Ensure effective data analysis and reviews are carried out to support the business case, proposed projects and system requirements.

Lead and facilitate system, process improvement and project requirements workshops and resolve complex scoping issues and stakeholder conflicts for allocated work schedule.

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 in the planning, design, development and deployment of new applications and enhancements to existing applications.

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.

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

Report and manage specific Project budgets for areas of responsibility.

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.

Collaborate and conduct research on software and hardware products to justify recommendations and to support purchasing efforts in line with Vendor Management policy and procedures.

Develop suitable corrective action plans to address areas of development opportunity through lessons learnt.

Liaise with in-house staff responsible for maintenance and development of existing systems and processes.

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.

Where required, line manage and coach all direct reports, including all aspects of performance management, development, conduct, sickness management, appraisals, employee administration and recruitment.

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

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

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.

Qualification

GCSE/GCE qualifications in both maths and English are essential

Prince 2 practitioner or PMI is essential

Experience Details

7 years in a Project Management role managing high profile / critical projects using waterfall and agile methodologies is essential

5 years experience of working and managing projects in a large and complex change function is essential

3 years experience of manging projects within the financial services sector is desirable

Knowledge Requirements

Specialist knowledge of project management methods and approaches in a large scale and complex environment with a particular emphasis on the use of banking industry standards is essential

Specialist knowledge of industry project management best practices and methods is essential

Detailed knowledge and experience of working as a Project Manager, Project Coordinator or Scrum Master/Product Manager within agile software development teams is desirable

Detailed knowledge of project governance, Prince 2 and project methodology is essential

Detailed knowledge of Microsoft Word, PowerPoint, Excel, Project and Visio is essential

Detailed knowledge of the project lifecycle and a variety of project approaches is essential

Detailed knowledge of Project Management Delivery tools(such as MSP, Clarizen or others) is desirable

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.

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.

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

Experience Details

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

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 along with Senior Team members to the documentation and maintenance of the Test Plan, Requirement Traceability Matrix (RTM) and Test Completion Report (TCR) for each approved project and assigned test phase.

Upskill on the OSB bank’s system and process knowledge through training sessions and implement the learnings on the project activities and deliverables.

Effective analysis of requirements from the requirement and solution documents provided by the business and Dev teams.

Create and maintain detailed test scenarios and test cases in line with the requirements and solution 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 and deviations are raised as Defects in Test management tool.

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.

Evidence of seeking opportunities to drive results, taking ownership and accountability for Testing deliverables across all test phases.

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.

Adherence to company/Testing team Policies, Procedures, Quality gateways and compliance standards.

Qualification

Graduate degree is essential

ISTQB Foundation Certificate in Software Testing is desirable

Experience Details

0 to 1 years of previous experience in a Testing role is essential

ISTQB Certification is desirable

Hands on experience or knowledge on is SQL 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 essential

Knowledge on Banking and Financial concepts is desirable

Knowledge on Test Management tools is desirable

Responsibilities

Should have banking / financial services domain experience

Responsible for development, review & maintenance of automation test scripts/test components

Perform scheduled batch run of the completed scripts

Responsible for creating test cases / test data matching the requirements

Perform test case execution in line with test release cycles 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

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

Qualification

Graduate degree / 3 Year Diploma is essential.

Certification in Automation Testing is desirable.

ISTQB foundation in software testing is desirable

Experience Details

1-3 years + hands on experience in automation using tools such as UFT & Selenium

1+ years of experience in using the ALM as test management tools for test artefacts management & execution

Exposure in Automation framework development & client interaction

Good experience on VB Scripting, Core Java, Excel Macros & SQL

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 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

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

Responsibilities

Handling incoming and outgoing telephone calls from both existing and prospective customers and dealing with all queries in a professional manner.

To demonstrate an all-round knowledge of the company’s products

Follow up to ensure that appropriate actions were taken on customers' requests.

Refer unresolved customer grievances or special requests to designated departments for further investigation.

Contributes to team effort by accomplishing related results as needed.

To ensure the timely communication of information to colleagues and line management

Maintain the company’s compliance standards and own compliance training

Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above.

To respond to all enquiries, whether received by telephone, in writing, by e-mail or made in person efficiently, professionally and within any specified timescales.

Coaching and training of new and existing employees, sharing of knowledge and tips with immediate colleagues.

To bring to the immediate attention of an appropriate line manager any problems or issues, such as a complaint, potential fraud, a health and safety issue, a breach of policies etc..

To ensure the timely communication of information to colleagues and line management

Experience Requirements

12m previous experience working in an international call centre environment, undertaking a voice process is essential

12m previous experience working within the financial services industry is desirable

Qualifications/Certifications

SSLC qualification is essential

PUC qualification is essential

Graduation in commerce stream is desirable

Knowledge Requirements

Intermediate level skills in Microsoft Word and Excel are essential

Basic knowledge of UK mortgage and/or savings products is desirable