Outcomes Testing Team Manager

About the team

At OSB Group, the Chief Controls Office team is an independent first-line assurance function responsible for ensuring the bank has effective systems, processes, and governance in place to manage risk, maintain regulatory compliance, deliver good customer outcomes and operate safely and ethically. 

What you will be doing?

As the Outcomes Testing Team Manager, you’ll lead and develop a team of Outcomes Testing Specialists, creating a supportive environment where colleagues can grow and perform at their best. You’ll oversee the delivery and quality of outcomes testing, ensuring conclusions are fair, evidence-based and focused on the experiences of our customers. You’ll use testing insights to identify emerging risks and opportunities for improvement, working collaboratively with stakeholders to drive positive change. As a subject matter expert in Consumer Duty and customer outcomes, you’ll also provide guidance and support wider strategic priorities and initiatives.

• Lead, coach and develop a high-performing, inclusive team, building technical expertise, sound judgement and a flexible, multi-skilled capability. Create an environment where colleagues feel supported, perform at their best and continue to grow, demonstrating OSB’s leadership capabilities through everyday actions and decisions.
• Own delivery of the Outcomes Testing Plan, ensuring activity is appropriately resourced, delivered within agreed timescales and completed to consistently high standards. Monitor capacity, performance and quality, addressing risks, dependencies or delivery concerns promptly.
• Ensure robust and consistent testing quality, reviewing testing activity and written outputs to confirm evidence is sufficient, judgements are objective and conclusions accurately reflect customer outcomes. Lead moderation and calibration to strengthen consistency and capability across the function.
• Analyse and translate testing results into meaningful insight, identifying trends, root causes, systemic issues, emerging risks and potential customer harm. Maintain a clear view of customer outcome performance and present evidence-based conclusions to senior stakeholders, providing constructive challenge and escalating material concerns where appropriate.
• Act as a subject matter expert in Consumer Duty and customer outcomes, providing practical guidance to colleagues and stakeholders while remaining informed of regulatory developments, business changes and emerging risks. Collaborate with other Team Managers and support the Outcomes Testing & Reporting Department Lead with strategic priorities, projects and change initiatives.
• Drive continuous improvement while maintaining strong risk and governance standards, identifying opportunities to improve testing quality, efficiency and coverage through data, analytics, automation and technology. Ensure compliance with Risk Management, Data Governance and mandatory training requirements, keeping customers and the appropriate management of their data at the heart of decision-making.

What's in it for you?

We offer a base salary depending on experience from £48000 per annum and a competitive benefits package including:

• Annual discretionary bonus opportunity up to 17.5%
• 30 days annual leave
• Choose to contribute 3% or 5% pension, with employer contributions of 6% or 8% respectively
• Enhanced family-focused benefits
• Hybrid-working (3 days in office)

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

About us

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.

Do you have the skills?

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

• Significant experience within regulated financial services in outcomes testing, quality assurance, compliance monitoring, risk, audit or a comparable discipline, with strong knowledge of Consumer Duty, customer outcomes and the UK regulatory environment.
• Proven people leadership experience, with the ability to engage, coach and develop a high-performing team, manage performance effectively and build capability.
• Strong analytical and quality assurance skills, including reviewing testing activity, assessing evidence and judgements, interpreting data and producing clear, evidence-based conclusions and reports.
• Excellent communication, stakeholder management and influencing skills, with experience presenting findings, providing constructive challenge and supporting stakeholders to agree and deliver appropriate actions.
• Strong planning, organisation and decision-making skills, with the ability to manage competing priorities and deliver agreed plans within timescales, alongside experience of change, continuous improvement, technology and Microsoft Office tools.

Next steps

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. If you need any adjustments or support, we’re here to make sure you can show your best self.

We are proud to be a Disability Confident employer and are committed to creating an inclusive and accessible workplace where everyone can thrive.

We welcome applications from people of all backgrounds and encourage candidates with disabilities and long-term health conditions to apply.

If you meet the minimum criteria for the role and would like to be considered under our Disability Confident Scheme, please indicate this on your application.

Diversity, Equity & Inclusion

Our team value spending time together in the office, typically 3 days a week to support collaboration and connection with colleagues, but we’re happy to have a conversation about what flexibility might look like for you.

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.