About OSB India Pvt Ltd
OSB India is an offshore subsidiary of OneSavings Bank Group plc., the UK based Challenger Bank. OSB IndiaIndia 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.
Job Purpose
The main purpose of the role is to own and run a section or multiple sections within the Savings operations team and manage people who process customer transactions within the team.
Core Responsibilities
- Own and manage the process under remit within the savings function. Track and ensure al’s and KPI’s are met for the process’s owned
- Ensure sufficient staffing and coverage on a daily basis to manage the workload. Make plans to manage peak seasonal volumes with no impact to SLA and quality performance of the team.
- Lead all initiatives to track trends on quality and complaints and put proactive measures in place to constantly improve these metrics. Have a clear understanding of key drivers of quality issues and complaints within the team and implement good corrective actions.
- Develop an excellent understanding of savings products and processes with knowledge of what drives volume, market changes that influence savings ops and be proactive to respond to the changing needs.
- Be the face for the process under remit – Coordinate with various stakeholders from other teams within operations as well as compliance, legal, IT and operations risk.
- Represent savings operations at various forums as required from time to time.
- Develop a keen understanding of risk within the process and ensure appropriate controls are in place at every stage of the process. Have an understanding of the department risk assessment matrix and ensure timely updates.
- Proactively manage any issues within the area of remit and ensure timely escalation at the right forums. Have a clear understanding of the operations risk process and where risk events occur own and execute corrective actions.
- Perform periodic reviews of process manuals and ensure they are up to date so that the team is always audit ready.
- Perform process deep dives ensuring that processes are efficient and fir for purpose providing the right customer outcomes.
- Identify and raise change requests to create process efficiencies within the function. Have a clear understanding of the change process – ops and system changes.
- People management for the team under remit including regular one to ones, yearend review and KPI tracking. Feed into yearend performance discussions. Lead the quarterly R&R process.
- Have a very good feel for the sentiment within the team. Be proactive about making people decisions on people. Own and drive the people engagement plan for the team.
- Identify any training requirements within the team and ensure they are raised with People Development.
- Lead team huddles and ensure all operations and process updates are covered and the team is up to date with any changes.
- Track and ensure the team complete all mandatory training, monthly one-to-ones, surveys etc.
- Create succession plans within the team to ensure no key man dependency.
- Own the BCP for the team and participate and coordinate any testing of BCP as required.
- Contribute towards large projects as delegated. Serve as the SME and conduct system testing as and when required.
- Lead data collection activities as part of audit or compliance reviews. Develop ability to face off to these teams and explain the process.
- Be the first point of contact for any exception processing and maintain the exception log for such cases.
- Own the FTE projections and forecast for the team at the beginning of the year. Track and ensure good utilisation rates through the year.
Experience Requirements
- 8-10 years’ experience in Banking operations
Knowledge Requirements
- Intermediate level skills in Microsoft Word and Excel
- Basic knowledge of UK mortgage and/or savings products is desirable.
- Background in banking operations and ability to form and execute processes.
- Good sense of operational risk and the ability to build robust controls.
- 2-3 years of previous people management experience.
- Some background on working on operations change.
Skill and Competency Requirements
- Attention to detail and ability to learn and adapt quickly is essential.
- Intermediate level skills in respect of verbal & written communication are essential.
- Intermediate level skills in respect of the ability to self-manage are essential.
Required Qualifications/Certifications
- Qualification: B.Com/BBM/MBA (Finance)
Responsibilities re Information Security Management System (as per ISO 27001 Certification Requirements)
- Ensure strict adherence to company’s security policies and procedures (for ex: Password policy, clear screen and clear desk policy, etc.)
- Take ownership of all the assets/information assigned and secure it in compliance with ISO 27001 standard implemented in the company.
- Co-operate and co-ordinate for the internal audits conducted in the company (complying to ISO 27001 standard).
- Report to the Incident Response Manager, any incidents you come across in the office with regard to Security threats like threats to physical asset & stored information or any risks detrimental to the Security Policies of the company, etc.,.
- Responsible to supervise in ensuring that all personnel reporting to you shall observe all Security requirements and be appropriately trained in Security.
