About us:
OsbIndia (OSBI) is an offshore subsidiary of OSB Group. OSBI was incorporated in 2004 as a key part of the OSB Group’s business strategy to provide operational service support. OSBI works with the Group’s trading brands in the UK, providing exceptional customer support and service delivery to new and existing customers.
OSBI also prides itself on offering operational excellence by devising and utilizing process improvements and functional efficiencies.
Job Description
Job Title: IT Service Operations Senior Analyst
Department: IT – Service Operations Reporting to: IT Service Operations Manager
Location: OSB India Private Ltd, Bangalore Version date: 07/05/2026
1. About OneSavings Bank plc
OneSavings Bank plc (OSB) the specialist lending and retail savings group began trading as a bank on 1 February 2011 and was admitted to the main market of the London Stock Exchange in June 2014 (OSB.L). OSB joined the FTSE 250 index in June 2015.
The Group, which is headquartered in Chatham, Kent OSB is authorised by the Prudential Regulation Authority, part of the Bank of England, and regulated by the Financial Conduct Authority and Prudential Regulation Authority.
OSB primarily targets underserved market sub-sectors that offer high growth potential and attractive risk-adjusted returns in which it can take a leading position and where it has established expertise, platforms and capabilities. These include private rented sector Buy-to-Let, commercial and semi-commercial mortgages, residential development finance, bespoke and specialist residential lending and secured funding lines. It is differentiated through its use of high skilled, bespoke underwriting and efficient operating model. OSB lends through the Kent Reliance, InterBay Commercial, Prestige Finance and Heritable Development Finance brands, originating organically through specialist brokers and independent financial advisers.
OSB is predominantly funded by retail savings originated through the long-established Kent Reliance name, which includes online and postal channels, as well as a network of branches in the Southeast of England. Diversification of funding is currently provided by participation in the Funding for Lending Scheme and access to a securitisation programme. The majority of the Group’s administrative support functions are performed by its wholly owned OSB India operation, based in Bangalore & Hyderabad, India
2. About OSB India Pvt Ltd
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.
3. Job Purpose
The key purpose of this role is to lead, supervise and coach a team of service delivery analysts or engineers to ensure that the core services and deliverables required of the team are met. These activities include maintaining accurate IT Service Management processes and procedures, KPI’s, KRAs, and CSF’s. The team will ensure these activities are specified, documented, assessed, and reported as per agreed timelines.
The role will often require detailed performance and data analysis followed by production of team and senior management level reporting of the metrics and statistics, identifying trends, and forming recommendations for management action or process improvement. The role will also encompass continual service improvement process coordination and measurement and designing and building new reports for the service management tool to improve service operations effectiveness.
The person fulfilling this role may need to travel to UK or Internationally as expected by the IT or Business for, and not limited to, reporting automation, supporting process assessment, or continual improvement related activities.
4. Core Responsibilities
- Produce accurate service reporting including scorecards, and management reporting packs in line with business requirements and agreed deadlines.
- Define, measure, monitor, and report on Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) to assess service performance.
- Create reports for all KRIs and KPIs from Service Now and present to leadership with actionable insights – Excellent data analysis and presentation skills
- Conduct data and IT performance analysis, identify trends and patterns in IT Service performance data, and produce reports, document findings, specify improvement recommendations and lead any associated actions on an on-going basis.
- Establish and maintain strong stakeholder relationships, leading and facilitating service reporting reviews and meetings with IT and business stakeholders as required.
- Develop, maintain, and own IT process documentation and all associated supporting materials to ensure consistency and clarity across service operations.
- Conduct and facilitate regular process reviews to validate data accuracy, assess process effectiveness, and ensure ongoing compliance with audit and governance requirements.
- Manage and maintain the Continual Service Improvement (CSI) framework and tracker, ensuring improvement initiatives are prioritised, tracked, measured, and reported effectively – outcome driven
- Support Service Level Agreement reviews and support identification and completion of any changes.
- Track Risk Events, KRI’s and other risk metrics specific to IT Service Delivery area. Coordinate for associated actions on an on-going basis by conducting regular meetings with action owners.
- Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations
- Be aware of the process of service introduction and participate on the process where necessary
5. Experience Requirements
- 5 years’ experience in Service Delivery, Service Reporting and Service Level Management is essential
- 3 to 5 years’ experience data reporting and presentation, creating dashboards, KPIs, SLAs, operational matrix is essential
- Excellent Presentation skills is essential
- 3 to 5 years previous experience in automation of reporting is essential (Service Now / PA / PowerBi / Excel)
- 3 to 5 years previous experience in Service Now is essential
- 7 years overall experience in IT is essential
6. Knowledge Requirements
- Excellent knowledge of Service Reporting, Service Level Management & Continual Service Improvement.
- Detailed knowledge of the IT Service Operations processes is essential
- Detailed knowledge of the ITSM Best practices is essential
- Excellent knowledge of MS Visio, MS Excel, PPT is essential
- Detailed knowledge of the ISO 20K, 27K, 9K is desirable
- Basic knowledge of IT Infrastructure technologies used in a banking domain in desirable
- Detailed knowledge of IT Service Management (ITSM) module and reporting on ServiceNow is essential
7. Required Qualifications/Certifications
- Bachelor’s Degree qualification is essential
- ITIL 4 Foundation certification is essential
- ITIL 4 Specialist: Create, Deliver & Support certification is desirable.
- SAFe / Agile Certification is desirable
8. 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.
Why join OSBI?
We understand your career and how you progress is as unique as your individual personality. We've created a culture and an environment that encourages personal growth and offers our people opportunities to learn and succeed. Whether you're in the early stages of your career or already have an established profession, we're constantly seeking to hire talented individuals who want to make a difference and grow with us. We're a connected company working together to create a business in which we can all take pride and prosper.
If you want to know more about OSBI, please click on the website link: www.osb-india.com
To know more about OSBI culture please find us on Instagram @OSBINDIA
To find out more about the roles & updates please follow our LinkedIn Page www.linkedin.com/company/osbi.
