The ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists Responsibilities Communicate with customers via phone, email and chat Provide knowledgeable answers to questions about product, pricing and availability Work with internal departments to meet customer's needs Data entry in various platforms Qualifications At least 1 - 3 years' of relevant work experience Excellent phone etiquette and excellent verbal, written, and interpersonal skills Ability to multi-task, organize, and prioritize work Show more Show less
About the Company OSB India is an offshore subsidiary of OneSavings Bank Group plc. the UK based Challenger Bank. OSB India was incorporated in 2004 as a key part of the OneSavings Bank business strategy to provide operational service support. OSB India works with the Bank's trading brands in the UK, providing exceptional customer support and service delivery to new and existing customers. OSB India also prides itself for offering operational excellence by devising and utilizing process improvements and functional efficiencies. OSB Group Digital Transformation Vision OSB Group is embarking on a comprehensive digital transformation initiative to modernize our technology infrastructure and elevate customer experience across all brands. Our vision is to establish ourselves as a world-class engineering organisation recognised by stakeholders and team members for our commitment to: Fostering exceptional partnerships Building strong, collaborative relationships across all levels Embracing continuous learning Promoting knowledge sharing and professional development Driving innovation and improvement Consistently enhancing our capabilities and solutions Responsibilities Own and drive the technology strategy and delivery across the Accounts, Parties, Documents, and Payments domains. Develop and maintain domain-specific roadmaps that align with core banking modernization, CRM evolution, documentation standards, and payment resiliency. Collaborate with Product teams to ensure platform capabilities support business propositions in Savings, Lending, and Servicing. Solve complex technical problems, guide architecture decisions, and oversee high-impact delivery initiatives. Lead and manage a team of technical professionals, including developers, architects, testers, and project managers, delivery lead. Define, implement, and maintain the end-to-end technical delivery process, including project management, software development, quality assurance, and deployment. Define and implement cloud security policies and infrastructure cost strategy to ensure the security and scalability of the bank's cloud infrastructure. Lead end-to-end change delivery, including defining the process and governance around change management, to ensure successful implementation of technical solutions. Define and implement a comprehensive test strategy and tools, ensuring that all software releases meet the required quality standards. Manage full-stack engineering capability, from front-end development to back-end integration, to ensure the delivery of high-quality technology solutions. Ensure that front-end engineering meets the bank's customer experience standards and is optimized for usability and accessibility. Maintain an up-to-date understanding of emerging technologies and industry best practices and use this knowledge to drive innovation and continuous improvement across the technical delivery function. Work with business stakeholders to identify technology requirements and translate them into technical solutions including understanding customer needs and translate them into actionable technology requirements. Ensure that all projects are delivered on time, within budget, and to the required quality standards. Define, implement, and maintain the governance framework for technical delivery, ensuring that it is aligned with the organization's objectives and goals. Monitor and report on the progress of technical delivery projects, providing regular updates to senior management. Develop and maintain a strong culture of continuous improvement, ensuring that the team is constantly striving to improve its delivery capabilities. Support the Engineering Director in leading the development and implementation of the company's technology strategy, in line with the overall business goals and objectives with a servant leadership mindset. Work closely with the Engineering Director and other senior leaders to develop and execute the company's technology vision and roadmap. Lead the development and implementation of a modern cloud foundation and data platform that is robust, scalable, fully automated, secure, and can support the growth of the business. Lead the development and implementation of a savings journey or lending journey on top of the cloud and foundation layer using the latest technologies and agile ways of working. Collaborate with cross-functional teams, including product, design, and customer service, to ensure successful delivery of products and features. Lead the development and launch of new technology products and features, including market research, customer validation, and testing. Stay current on new technologies and trends and evaluate their potential impact on the company's technology strategy. Manage a team of engineers and provide guidance, mentorship, and coaching to foster a culture of innovation and continuous improvement. Develop and maintain relationships with technology vendors and partners to ensure that the company has access to the latest technologies and solutions. Provide hands-on leadership guidance, mentorship, and coaching to the technology team, and be comfortable getting involved in the technical details to foster a culture of innovation and continuous improvement. Must be hands on technical. Support the Engineering Director in leading the company's efforts to adopt new technologies such as blockchain, crypto, and web3 technologies, and evaluate their potential impact on the company's technology strategy. Develop and implement blockchain-based solutions and services, as appropriate, to drive innovation and growth. Manage the budget and resources of the engineering team to ensure that projects are delivered on time and on budget. Support the Technology Director's talent vision and roadmap to build a high performing team in multiple locations by creating job descriptions, coding interviews, team fit, behavioural fit. Create a learning plan to support current and future technology road map.
Maximum 5 years of Information Technology/Technology Operations/Information Security experience required. Minimum 3 years of experience in Cybersecurity, Identity & Access Management, Role Based Access Control, and Identity Governance is mandatory. Knowledge on User Life Cycle Management, Access provisioning, Access administration is must. Experience with technologies such as Role-Based Active Control (RBAC) and Attribute Based Access Control (ABAC) is required. Experience in User Access Re-certification activities is mandatory. Working knowledge on Active Directory is must. Working experience on any IAM tool (SailPoint/Okta/OneIdentity/Varonis/MIM) would be added advantage. Knowledge on Identity and Access Management role/processes/tools is must. Prior experience in processing IAM requests (Add/Modify/Delete) is must. Experienced in Incident management & Change Management processes. Knowledge of and the ability to adhere to SAS and SOX audit requirements pertaining to Identity & Access Management job requirements. Experience with work-flow management tools such as ServiceNow. Leveraging creative thinking and problem solving skills, individual initiative, and utilizing MS Office (Word, Excel, Access, and PowerPoint). Understanding personal and team roles; contributing to a positive working environment by building solid relationships with team members; proactively seeking guidance, clarification and feedback. Identifying and addressing business needs: building relationships with Stake Holders; developing an awareness of Firm services; communicating with the business/stake holders in an organized and knowledgeable manner; delivering clear requests for information; demonstrating flexibility in prioritizing and completing tasks; and communicating potential conflicts to a supervisor Experience performing user administration tasks for various in-house and third-party applications. Analyzing, prioritizing, and resolving faults to resolution. Resolve tickets according to SLAs and escalation procedures. Strong analytical, problem solving and organizational skills. Be proactive, dynamic, and flexible. Good Communication skills, able to articulate well with business and stakeholders. Education Qualification : Any graduate/post graduate with Computer Science background. Skills:- Identity management, Access control, SailPoint, Information security, Cyber Security and Identity Governance
Effectively manage, develop, and train the service desk team achieve service excellence. Establish clear objectives, provide regular feedback, and conduct performance reviews of the TLs, SMEs. Drive the team to meet all defined Metrices for calls and tickets. Identify automation possibilities within existing BAU tasks and lead to completion. Report to leadership on daily/ weekly / monthly stats as guidelined Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved. Promote the service desk with senior management and working to ensure that it is properly viewed as a core business asset. Coordinate and manage all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations Coordinate IT Service Desk training and development programs Performance monitoring setting KRAs, KPIS for all roles directly reporting to him / her Provide assistance to build, review and maintain Standard Operating Procedures, IT / Application Manuals, Support Manuals, Checklists, Compliance (e.g. SLA) dashboards and all other Management Information packs as required Review shift staffing to understand team workload, their skills and how much capacity the service desk has for the day/week. Review metrics and reports to adjust staffing and workflows as needed to optimize service-desk performance. Foster a positive and productive team culture Be and advocate of customer satisfaction and critically review any negative feedback or concerns that customers have raised as a part of the post-ticket satisfaction survey. Analyse data to identify areas for improvement and implement proactive measures. Generate reports and analyse key performance indicators (KPIs) to assess team performance, identify trends, and recommend improvements. Adhere to IT security policies and practices. Monitor and address security-related concerns and access control. Manage internal and external audit reports related to IT service desk activities and processes Ensure 24/7 team availability to actively support Any other responsibilities assigned to him / her by IT management team as required.
The Data Delivery Manager will have delivery responsibility for pieces of Data Office work while also having a wider Data Office role of assisting the Senior Data Delivery Manager in ensuring that Data Office resources are managed against demand across the data teams. From a delivery perspective the Data Delivery Manager will work with both Agile and Waterfall methodologies, the Data Office will be moving to predominately Agile, but some Waterfall will persist. The Data Delivery Manager will lead pieces of Data Office work either by providing delivery management to the Scrum Masters or directly to some of the Data Engineers / Senior Data Engineers.From a wider Data Office resourcing and delivery perspective the role will operate across the Data Office, working with the Senior Data Delivery Manager and the other members of the leadership team to ensure that resources are correctly allocated and projects and programmes are tracking to their deliverables. The Data Delivery Manager role is a leadership role as opposed to a hands-on technical role, from time to time, the role may provide direct line management to some other members of the Data Delivery Team. Therefore, the Data Delivery Manager role will encompass all aspects of delivery management, team management and leadership covering: To lead delivery of pieces of Data Office work using Agile or Waterfall methodologies. Occasional line management support to other members of the Data Delivery team when required in the absence of the Senior Data Delivery Manager. To undertake Data Office Resource Planning and Allocation that covers all aspects of the Data Office. From a Project perspective actively work with the Change Delivery Programme and Project Managers to understand the forth coming project demand and then help ensure that Data Office resources are allocated to the projects in a timely manner. Work closely with the Change Delivery teams, representing the Data Office and ensuring that the plans derived are deliverable from a Data Office viewpoint. Actively work with the Change Delivery Programme and Project Managers to ensure delivery timelines are adhered to, delivery risks are managed and any blocking delivery issues are resolved in a timely manner. Be a point of contact for the Data Office and then during delivery to be a point of escalation for data issues / problems. To provide proactive Stakeholder Management (up to Director level) to all parties impacted by / working with the Data Office, providing advice and guidance as requested, and always representing the Data Office in a positive and proactive way. Forge effective working relationships across the wider IT team, Change Delivery and the Business to aid the delivery of data solutions and to help shape and drive the Data Office across the organisation. Represent the Data Office in senior forums / discussions e.g. Steering Groups, Project Boards, Change Boards Work closely with the Senior Data Delivery Manager and other members of the leadership team to drive the Strategy for the Data Office. Derive and provide reporting covering Data Office work and performance. Assist with Data Office recruitment activities, helping to review CVs and conduct interviews. To play an active role in the IT management community, providing support and help to other IT management colleagues as requested / required. To provide delivery mentoring and guidance to other data delivery professionals, particularly in Agile. Ensure that you fully understand and comply with the organisation’s Risk Management Policies as they relate to your area of responsibility and demonstrate in your day to day work that you put customers at the heart of everything you do. Ensure that you fully understand and comply with the organisation’s Data Governance Policies as they relate to your area of responsibility and demonstrate in your day to day work that you treat data as an important corporate asset which must be protected and managed. Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations. Ensure that you keep your professional knowledge up to date in order to comply with the Knowledge and Competence requirements of the Mortgage Credit Directive. Experience Requirements 8+ years previous experience of managing a multi-site IT team is essential, preferable within the Financial Services Industry. 5+ years previous experience of IT software delivery management experience is essential. 3 years previous experience in managing multiple stakeholders at different levels of seniority is essential. 3 years previous experience of IT process development, management, developing technical roadmaps and strategy is essential. 3 years previous experience of working in formal change and project management processes as well as working in a formal release process is essential. 2 years previous experience of resource planning, management and allocation is essential. 2 years previous experience of undertaking recruitment, interview and selection activities is desirable. The role will require an appreciation and high-level understanding of data architectures, and of the design and delivery of data transformations and visualisations. The successful candidate will need to work flexibly with a varied workload in an environment which is vibrant and dynamic. The role reports to the Senior Data Delivery Manager in UK (with Line Manager reporting to Head of Data at OSBI, Bengaluru) and will need to work closely with other members of the data leadership team.
The Data Delivery Manager will have delivery responsibility for pieces of Data Office work while also having a wider Data Office role of assisting the Senior Data Delivery Manager in ensuring that Data Office resources are managed against demand across the data teams. From a delivery perspective the Data Delivery Manager will work with both Agile and Waterfall methodologies, the Data Office will be moving to predominately Agile, but some Waterfall will persist. The Data Delivery Manager will lead pieces of Data Office work either by providing delivery management to the Scrum Masters or directly to some of the Data Engineers / Senior Data Engineers.From a wider Data Office resourcing and delivery perspective the role will operate across the Data Office, working with the Senior Data Delivery Manager and the other members of the leadership team to ensure that resources are correctly allocated and projects and programmes are tracking to their deliverables. The Data Delivery Manager role is a leadership role as opposed to a hands-on technical role, from time to time, the role may provide direct line management to some other members of the Data Delivery Team. Therefore, the Data Delivery Manager role will encompass all aspects of delivery management, team management and leadership covering: To lead delivery of pieces of Data Office work using Agile or Waterfall methodologies. Occasional line management support to other members of the Data Delivery team when required in the absence of the Senior Data Delivery Manager. To undertake Data Office Resource Planning and Allocation that covers all aspects of the Data Office. From a Project perspective actively work with the Change Delivery Programme and Project Managers to understand the forth coming project demand and then help ensure that Data Office resources are allocated to the projects in a timely manner. Work closely with the Change Delivery teams, representing the Data Office and ensuring that the plans derived are deliverable from a Data Office viewpoint. Actively work with the Change Delivery Programme and Project Managers to ensure delivery timelines are adhered to, delivery risks are managed and any blocking delivery issues are resolved in a timely manner. Be a point of contact for the Data Office and then during delivery to be a point of escalation for data issues / problems. To provide proactive Stakeholder Management (up to Director level) to all parties impacted by / working with the Data Office, providing advice and guidance as requested, and always representing the Data Office in a positive and proactive way. Forge effective working relationships across the wider IT team, Change Delivery and the Business to aid the delivery of data solutions and to help shape and drive the Data Office across the organisation. Represent the Data Office in senior forums / discussions e.g. Steering Groups, Project Boards, Change Boards Work closely with the Senior Data Delivery Manager and other members of the leadership team to drive the Strategy for the Data Office. Derive and provide reporting covering Data Office work and performance. Assist with Data Office recruitment activities, helping to review CVs and conduct interviews. To play an active role in the IT management community, providing support and help to other IT management colleagues as requested / required. To provide delivery mentoring and guidance to other data delivery professionals, particularly in Agile. Ensure that you fully understand and comply with the organisation's Risk Management Policies as they relate to your area of responsibility and demonstrate in your day to day work that you put customers at the heart of everything you do. Ensure that you fully understand and comply with the organisation's Data Governance Policies as they relate to your area of responsibility and demonstrate in your day to day work that you treat data as an important corporate asset which must be protected and managed. Maintain the company's compliance standards and ensure timely completion of all mandatory on-line training modules and attestations. Ensure that you keep your professional knowledge up to date in order to comply with the Knowledge and Competence requirements of the Mortgage Credit Directive. Experience Requirements 8+ years previous experience of managing a multi-site IT team is essential, preferable within the Financial Services Industry. 5+ years previous experience of IT software delivery management experience is essential. 3 years previous experience in managing multiple stakeholders at different levels of seniority is essential. 3 years previous experience of IT process development, management, developing technical roadmaps and strategy is essential. 3 years previous experience of working in formal change and project management processes as well as working in a formal release process is essential. 2 years previous experience of resource planning, management and allocation is essential. 2 years previous experience of undertaking recruitment, interview and selection activities is desirable. The role will require an appreciation and high-level understanding of data architectures, and of the design and delivery of data transformations and visualisations. The successful candidate will need to work flexibly with a varied workload in an environment which is vibrant and dynamic. The role reports to the Senior Data Delivery Manager in UK (with Line Manager reporting to Head of Data at OSBI, Bengaluru) and will need to work closely with other members of the data leadership team.