Service Oversight Analyst (Fintech)

TL;DR

Service Oversight Analyst (Fintech): Monitoring and challenging the operational effectiveness of outsourced front and back office activities with an accent on SLA/KPI adherence and MI analysis. Focus on identifying service risks, driving remediation plans, and ensuring positive customer outcomes under Consumer Duty expectations.

Location: Bath (Flexible working arrangements considered)

Company

hirify.global is a long-established savings and investments firm combining asset management and insurance expertise.

What you will do

• Monitor and challenge outsourced service performance against SLAs, KPIs, and operational standards.
• Analyze MI, including throughput and aged backlog, to identify recurring service issues and trends.
• Support the oversight of operational risk topics and escalate material service-related concerns.
• Track corrective actions and remediation plans to ensure service failures are addressed.
• Ensure service performance aligns with customer impact and Consumer Duty expectations.
• Maintain audit-ready evidence of oversight activities and challenge notes.

Requirements

• Experience in operations or service management.
• Strong MI analysis capabilities.
• Confidence in challenging third-party providers and identifying service risks.
• Understanding of customer operations and SLA-based environments.

Culture & Benefits

• Competitive pension scheme with up to 18% total contributions.
• 38 days of annual leave, including bank holidays, with options to purchase more.
• Comprehensive health and protection cover, including private healthcare and life assurance.
• Inclusive "Inspiring Families" policy with paid parental leave.
• Share Save and Share Incentive Plan options.