Problem Manager (18-month FTC)

About finova

finova is the UK’s largest cloud-based mortgage and savings software providers, supporting more than 60 leading lenders and 3,000 mortgage brokers. Our award-winning software suite includes origination solutions for mortgages and savings, servicing solutions for mortgages and savings, broker CRM solutions, and a range of solutions that connect lenders, intermediaries and consumers. Fast implementation and open architecture are at the centre of our technology, giving our customers the flexibility to integrate into their existing system or configure solutions to meet the needs of their business.

Core Banking Platform  

finova’s Core Banking Platform includes the UK market-leading cloud-based originations software and integrated in-life servicing software. The platform supports mortgages, equity release, specialist lending and savings. Over £75 billion has been originated through the system by our customers and over £27 billion of loans and savings are managed through the servicing platform.

The platform is designed for fast implementation and facilitates day-to-day banking operations. Utilising the latest technology, the API-led platform seamlessly integrates with over 20 third-party applications, enabling financial institutions to self-configure the platform effortlessly and efficiently to meet the rapidly changing demands of the market. 

About the role

The successful candidate will be pivotal in leading investigations and conducting root cause analysis to address problems. They will leverage ITSM tools to manage issues through their lifecycle, ensuring clear communication with clients about status and resolutions. By conducting trend analysis, they will proactively identify potential challenges and collaborate with various departments to implement effective fixes. This position offers the opportunity to drive process improvements and enhance service excellence, supporting finova's commitment to customer success. This is an 18 month fixed-term contract.

About you:  

In terms of your experience, your attitude is everything, but we'd particularly love to see: 

• You are an experienced customer centric Problem Analyst who recognises the impact of effective Problem Management on a customer’s success and their experience of finova.

• You are skilled at applying Problem Management tools and techniques to lead Root Cause Analysis sessions. You draw out contributing causes that are both technical and process based.

• You have experience of leading Major Incidents, driving cross functional team to incident resolution whilst communicating progress both internally and externally.

• You ensure that all problem actions are raised with the appropriate teams and tracked to conclusion. 

• You are a meticulously organised person who confidently manages multiple tasks across varying workstreams from start to finish.

• You are experienced in using ticket logging systems and administer tickets with care and precision.

• You understand Problem Management, how it directly correlates with Incident Management, and have experience working within the ITIL framework.

• You think analytically and you relentlessly peruse workarounds and resolutions.

• A confident communicator with exceptional written skills, you can gather technical information from across multiple sources and synthesise it into a single coherent business communication.

• You have a background in Financial Technology / Financial Services. 

• You have some technical expertise and can methodically replicate issues via the finova applications to provide detail to technical SMEs to support their investigations.

What will you be doing? 

• Conducting proactive and reactive problem investigations.

• Leading cross functional Root cause analysis and problem analysis sessions.

• Working with ITSM tools to prioritise and manage Problems through their lifecycle, ensuring regular and meaningful updates.

• Communicating directly with clients via the ITSM tool, keeping them updated as to Problem status, next steps and time frames for update and resolution.

• Conducting trend analysis to proactively identify problems. 

• Working with relevant departments to identify root causes, workarounds and true fixes. 

• Managing problems through the problem cycle ensuring fixes are properly recorded so we don’t see preventable repeat incidents. 

• You will have the opportunity to improve processes, to identify ways of driving service excellence and, by implementing those improvements, support finova’s focus on Customer Success.

What will you get from joining the finova family? 

Flexible Working:

• 25 days holiday in each calendar year plus bank holidays
• Bank Holiday trading: flexibility to work bank holidays and take another day off that fits your values, beliefs or celebration calendar better
• Increasing your work life balance, holiday trading allows employees to buy an extra 5 days holidays
• Work from anywhere in the world for up to 4 weeks a year
• We recognise the importance of juggling family and work life therefore finova offer a flexible hybrid working policy
• We’re open to applicants from all walks of life, please feel free to ask us if you require flexible working and we’ll do our best to accommodate

Looking After You:

• Life Assurance, Group Income Protection and Private Medical Insurance
• Pension scheme via Salary Exchange
• Employee Assistance Programme with counselling sessions available
• Virtual GP to save you time in trying to get an in-person appointment

Family Friendly policy:

• Enhanced maternity and paternity pay
• Paid time off for fertility treatments and pregnancy loss

Extra Perks:

• Cycle to Work Scheme
• Access to a huge range of benefits & discounts for shops, restaurants and gym memberships
• Free fresh fruit daily
• Share your passions and Interests with like-minded people through our colleague networks and social groups - from book clubs to fitness challenges and group parties

Giving you the chance to give back:

• Give-As-You-Earn scheme allowing you to support your favourite charities straight from your monthly salary
• One days paid volunteering day a year

Equal Opportunity Statement 

Diverse teams really are the best teams, we promote a working environment in which diversity is recognised, valued, and encouraged. We acknowledge the multicultural and diverse nature of the UK workforce and society in general. We are committed to principles of fairness and mutual respect where everyone accepts the concept of individual responsibility. Our policy seeks to ensure job applicants and employees are treated fairly and without favour or prejudice. We are committed to applying this throughout the entire employee lifecycle. 

We know that some candidates (and, from the research we've seen, especially women) may feel less inclined to apply for a role if they don't quite meet every requirement of the role. If you like the look of a role but you're not 100% sure if your skillset will meet our requirements, please reach out and we will be happy to talk through your experiences. 
 

Personal Data 

finova retains applicants’ personal data on our HR System for the purpose of reviewing and evaluating applications and contacting candidates to discuss job opportunities. For unsuccessful candidates, finova will retain your personal data and CV for the duration of 6 months. 

For more information on how we collect and use your information please see: https://www.finova.tech/privacy-statement