Description
Hello,
Please send me your updated CV with expected salary and availability if interested for below role.
Candidates only from Poland can apply.
Function: Channel Management
Job Title: Digital Service Analyst
Job Family: Digital operations
Job Purpose (overall high level summary of the role):
The Global Open Banking Shared Service (OB-SS) is a joint business and technology, cross line of business organisation responsible for the implementation and ongoing management of Client’s Open Banking operations globally. This role is within the business side of the team and its purpose is to work with country and regional Open Banking teams and OB-SS Technology to assist in defining their BAU operating model and manage the live service. Reporting to the Channel Management Lead this role involves operating within a small specialist team across all business areas and with a global capacity.
The job holder will act as the primary point of contact with Third Party Providers (TPPs), which are the direct users of the Open Banking channel, globally. They will manage all incoming TPP queries and be responsible for understanding the query or issue, collecting all relevant information required, initial diagnosis, clear articulation of the problem and solution and ownership of queries or issues e2e. They will be required to work with engineering and business colleagues to drive issues through to a satisfactory resolution at pace. The job holder will in time be capable of addressing many simpler queries directly, especially those relating to business logic. They will also be responsible for creating and maintaining internally and externally facing documentation to assist with issue resolution, for example, a library or responses to common issues and theyt will assist the operations manager with reporting against SLAs. This is a customer facing and highly expert role that requires excellent communication and relationship management skills, deep understanding of Client’s Open Banking solution, the ability to analyse problems and think critically, and a disciplined approach to management.
Principal Accountabilities: key activities and decision making areas
Value Creation
• Builds effective working relationships with product owners, technical teams and third party providers to deliver excellent service
• Articulates or translates complex information in clear, meaningful and structured way to suit audience, including developers and external counterparties
• Brings structure and order to undefined problems, making them easier to address and solve including managing communications around them
• Proactively identifies areas for improvement makes relevant recommendations
• Builds consttructive relationships with TPP developers, and Client engineering teams
• Often acts as an expert across multiple products or services simultaneously
Typical Targets and Measures
• Target – Maximise time spent on generating value for our partners.
• Measure 1 – % resource time allocated to ‘partner facing’ activities by competency.
• Target – Manage OB live service and achieve service level targetrs
• Measure – % of target delivered against plan
Operational Performance
• Delivers againt operational SLAs
• Manages resolution of TPP issues from creation to closure
• Meticulously tracks live issues and assumes e2e ownership, working collaboratively with a large number of colleagues
• Target – Consistent delivery of high service levels
• Measure – Adherence to slAs
• Target – Effectively manage operational risks and internal controls
• Measure – Number of outstanding risks not mitigated to plan
Capability and People Development
• Works collaboratively within the team and across team to share knowedge and has a proactive approach to continuous learning
• Maintains good reference documentation including for the onboarding of new team members
• Builds excellent relationships with internal and external developers
• Seeks opportunities to work collaboratively across boundaries (e.g. with different teams, geographies, cultures etc.)
• Gains a clear understanding of others point of view by listening, asking clarifying questions and reflecting back; encourages and facilitates open and honest debate with tact and integrity, even where sensitive issues are involved
• Promotes pace and energy within the team
• Builds professional relationships and networks with people in or outside the team as part of day-to-day work
• Target – Manage and develop our people effectively in order to drive higher performance, manage underperformance and achieve departmental performance differentiation
• Measure –Build networks with key stakeholders, creating an ability to execute at pace with minimum conflict
• Target – OBSS team valued by all partners, with behaviours and capabilities recognized as “best in class”.
• Measure – Business and Delivery partner feedback’
Management of Risk (Operational Risk / FIM requirements)
• The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation. This will be achieved by consistently displaying the behaviours that form part of the Values and culture and adhering to Client’s risk policies and procedures, including notification and escalation of any concerns and taking required action in relation to points raised by audit and/or external regulators.
• The jobholder is responsible for managing and mitigating operational risks in their day to day operations. In executing these responsibilities, the Group has adopted risk management and internal control structure referred to as the TLoD. The jobholder should ensure they understand their position within the TLoD, and act accordingly in line with operational risk policy, escalating in a timely manner where they are unsure of actions required.
• The jobholder has responsibility for overseeing and ensuring that operational risks are managed in accordance with the Group Standards Manual, Risk FIM, & relevant guidelines & standards.
• The jobholder should comply with the detailed expectations and responsibilities for their core role in operational risk management through ensuring all actions take account of operational risks, and through using the ORMF appropriately to manage those risks. This will be achieved by:
o Continuously reassessing risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
o Ensuring all actions take account of the likelihood of operational risk occurring, addressing areas of concern in conjunction with Risk and relevant line colleagues, and also by ensuring that actions resulting from points raised by internal or external audits, and external regulators, are correctly implemented in a timely fashion.
Observation of Internal Controls (Compliance Policy / FIM requirements)
• The jobholder will adhere to, and be able to demonstrate adherence to, internal controls and will implement the Group compliance policy by adhering to all relevant processes/procedures.
• The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
• The jobholder will implement measures to contain compliance risk across the business area. This will be achieved by liaising with Compliance department about business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.
Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)
• Content heavy role – The Digital Business Analyst must demonstrate strong business knowledge and sound business sense, and stay abreast of the industry, business-wise and technology-wise.
• Relationship Management – The Digital Business Analyst must develop relationships with a group of diverse staholders (internal and external) and must be comfortable in operating at different levels, managing through influence, and adjusting approach to suit the audience
• Multi-disciplinary – The Digital Business Analyst need to be able to address problems and shape solutions designs that encompass all aspects of the product (customer, people, process, policy, technology - system, data, infrastructure, etc.)
• Initiative & Problem Solving – TPP issues are often poorly defined and unstructured. The Digital Business Analyst must be able to bring structure to a problem and to form hypothesis about possible root causes and solutions. They must be able to communicate with extreme clarity
• Global Role – This role spans all countries Client operates in and a requirement to work alongside all cultures is imperative, coupled with potential time zone variances which the team has to handle to ensure our service is delivered to the highest standard
Role Context (The environment and operating conditions of the role including the extent of guidance and authority)
• Open Banking is transforming the traditional relationship between banks and their customers. Client is already implementing Open Banking initiatives in many of the markets it operates in around the world and more are in the pipeline. These initiatives are primarily driven by regulators and increasing numbers of commercial propositions and partnerships are emerging. This creates an environment that is changing very quickly with a wide range of new and competing requirements arising all the time.
• The Global Open Banking Shared Service was established to enable Client to meet these requirements in an efficient and effective way by bringing together deep technical and functional Open Banking skills and knowledge and leveraging the bank’s global Open Banking infrastructure.
• This creates a very dynamic, past paced working environment where Business Analysts are required to be highly proactive and encouraged to operate with limited supervision and a high degree of flexibility to engage and consult with stakeholders at all levels, solve problems and make meaningful contributions to the definition and delivery of Open Banking projects.
Role Context (The environment and operating conditions of the role including the extent of guidance and authority)
• Open Banking is transforming the traditional relationship between banks and their customers. Client is already implementing Open Banking initiatives in many of the markets it operates in around the world and more are in the pipeline. These initiatives are primarily driven by regulators and increasing numbers of commercial propositions and partnerships are emerging. This creates an environment that is changing very quickly with a wide range of new and competing requirements arising all the time.
• The Global Open Banking Shared Service was established to enable Client to meet these requirements in an efficient and effective way by bringing together deep technical and functional Open Banking skills and knowledge and leveraging the bank’s global Open Banking infrastructure.
• This creates a very dynamic, past paced working environment where Business Analysts are required to be highly proactive and encouraged to operate with limited supervision and a high degree of flexibility to engage and consult with stakeholders at all levels, solve problems and make meaningful contributions to the definition and delivery of Open Banking projects.
Knowledge & Experience / Qualifications (For the role – not the role holder. Minimum requirements of the role.)
Knowledge
• Understanding of Client Group structures, processes and objectives
• Understanding of Client’s strategy and the role of change programmes in delivering the strategy
• Strong understanding of banking and understanding of how change drives benefits for Client, its customers and other stakeholders
• Strong knowledge of the external environment – regulatory, political, competitors, customers etc.
• Strong understanding of Open Banking both in terms of regulatory requirements it places on banks and commercial opportunities it creates
• Strong understanding of Open Banking implementation
Experience
• Extensive experience with requirements, design and issue resolution, with a mix of business, operations and technology focused projects
• Excellent verbal and written communication, inter-personal skills, clarity of thought and articulation
• Excellent problem definition and solving ability
• Some project management skills
• Sound judgmental skills to identify and resolve problems
• Proven ability to work across regions whilst maintaining a global perspective
• Proven ability to work with developers and externals stakeholders
Capabilities
• Achieving Excellence
• Delivery at Pace
• Impactful communication
• Stakeholder Management
• Problem Solving and Critical Thinking
• Collaboration
• Team development