Job Description

Support the Business Services Manager in ensuring robust governance to support process change (non-system) in line with the agreed procedures and standards. Support the enhancement of Business Services and Operations technical and practical competence through the hands-on support of creating Process Improvement tools and methodology in order to create a successful improvement culture; focusing of data-driven improvements and sustainable change. Support the Business Services Manager to track process changes, coordinate requirement gathering and facilitate the delivery through various departments. Preparing associated agendas, supporting papers in advance of scheduled meetings and where required chair / facilitate meetings to achieve meeting objective. Work as a liaison with the operational and business functions to plan business readiness criteria ahead of the implementation of change, ensuring all impacted departments are in readiness to absorb changes. Support with maintaining the high level portfolio view of all annual special operational events, business change and process change delivery. Liaise with Business Services workstream leads and business representatives to obtain and provide information on business change/event position including status updates, progress on actions, decisions needed, ensuring effective escalation and management of risks and issues and back to green activity plans/timelines where needed. Executing defined business operations monthly and annual activity including, but not limited to, annual statement mailings, HMRC returns, FSCS reporting, annual general meeting mailings, global rate change events, mortgage fee and tariff reviews and other agreed irregular, monthly and annual events defined within the function. Be able to perform data analysis and interpret patterns and trends and present findings to stakeholders; reconcile large volumes of data to support with the delivery of business events and business change activity. Provide support in ensuring documented procedures are established, kept up to date and communicated in respect to all business operations annual activity. Effective cross functional co-ordination of business stakeholders required for supporting with the delivery of business operations and change activity. Be familiar on the Banks Vendor Management and Outsourcing Policy and Procedures. Provide support in ensuring documented procedures are established, kept up to date and communicated in respect to all business operations annual activity. Support effective cross functional co-ordination of business stakeholders required for supporting with the delivery of business operations and change activity. Ensure the defined governance standards and requirements for documentation are strictly adhered to and evidenced including relevant sign offs/approvals and required artefacts are in line with the agreed risk assessment matrices. Support the maintenance of a complete, version-controlled document library for the required procedures, templates etc being used by the team. Support with KRI and KPI reporting against agreed metrics. Where required, support with agreed corrective actions to address potential or breached risks and performance standards. Maintaining up to date process change documentations, including RAID's (Risks, Assumptions, Issues and Dependencies) log, plans and action logs. Support with RAID reviews and workshops ensuring timely and accurate focus on management and closure of identified risks and issues. Ensuring all amendments and updates to key artefacts/policy, procedures are effectively communicated and trained out to the team and change community and where required the changes are approved at the Vendor Management Committee. Conducting quality assurance activities including internal and external audit reviews in line with the agreed OSB quality control framework. Gathering and archiving project Lessons Learned and reusable data and support the Lessons Learned Roadmap/ Action plan production and maintenance of themes identified in collaboration with the Manager Support with internal and external audit reviews. Regular and accurate production of key management information and reporting in line with agreed reporting schedule. Be able to perform data analysis and interpret patterns and trends and present findings to stakeholders; reconcile large volumes of data to support with the delivery of business events and business change activity. Ensure regular controls reporting to key stakeholders in the business and support investigations where discrepancies occur to identify root cause. Liaise with key stakeholders to agree corrective action and track to closure. Attend working parties and meeting as required to support business need. Contribute to personal performance and development reviews and planning. Fully engage in any personal training and development activity that is agreed. Ensure all Treating Customer Fairly requirements are met.

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