Job Description

About the team:

The main focus of the team is to ensure we are collectively achieving right customer outcomes and treating all of our customers fairly. The team is very flexible and has a strong unity to it which breeds an excellent working culture. The core function of the team is to assess the performance of the Financial Support Team function ensuring policy and process adherence and how this transpires to good customer outcomes via various Quality Assurance activities. This role is based in our Wolverhampton office.
About Us:

You will have the opportunity to oversee the quality of the Quality Assurance team in Wolverhampton, including adherence to all agreed levels of authority, contributing to the implementation of new policies, procedures and mandates across the function. You will also be responsible for all line management responsibilities of the Quality and Controls team. You will assist Group Quality & Control Manager with the management of Financial Support within risk appetite and acting as the first line of defence.



Your responsibilities will include;



Line manage and coach all direct reports, including all aspects of performance management, development, conduct, sickness management, appraisals, employee administration and recruitment. Provide the Group Quality & Control Manager with detailed analysis of monthly financial support MI, as requested As a subject matter expert, be responsible for the identification of best practices across financial support and where appropriate implement new initiatives and ways of working via continuous improvement. Create various reporting packs for key stakeholders utilizing M.I and interpreting this to highlight key trends/issues. Ensure that you and your team 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 and your team 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.

What you will be doing: Enhanced family-focused benefits*
Hybrid-working (3 days in office, 2 days from home)*
Annual bonus opportunity*

Please use this link to see the fantastic benefits available at OSB: OSB Careers


In return for your commitment:

At OSB Group, we understand how much our people bring to our organisation, which is why we try our best to give back too! Our Purpose is to help our customers, colleagues and communities prosper and we are on a transformation journey to become 'the bank of the future'.

Our commitment to professional development, flexible working, and employee well-being fosters a dynamic and supportive workplace.


Could you be the one?:

We are looking for talented individuals who have the experience and knowledge set out below:

3 years Previous Line Management experience within a call centre environment is essential. Experience of working within Financial Services is required. Desirable to have end to end mortgage financial support experience. Desirable to have experience in Quality Assurance and controls Strong leadership and engagement skills Ability to work in a fast paced environment Excellent proficiency in Microsoft Excel Excellent attention to detail

What to do next:

If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply. Still on the fence? Hear from our team or explore our process: OSB Careers Shortlisted candidates will go through a personalised recruitment process, that is relevant and conversational - inclusive any individual reasonable support required. We want to bring out the best in you!

Diversity, Equity & Inclusion Not sure if you meet the spec? Let us decide.

Research tells us that those from marginalised groups feel like they need to meet 100% of the criteria to apply. Here at OSB, we are committed to inclusivity and understand the value different experiences and perspectives can bring, so please don't feel like you need to check every box to apply for a role internally. We champion diversity at all levels, with Board-level Diversity Champions tracking our progress. We are proud to be signed up to the Women in Finance Charter to actively support the growth and development of senior women in our sector and are dedicated to treating all our employees and job applicants equally, opposed to discrimination on any grounds.