My client is looking for a Root Cause & Assurance Manager within complaints to continually evolve, design, develop and embed the Root Cause Management framework to ensure it meets regulatory requirements as well as business needs in an ever changing landscape and fast paced environment.
The role will be responsible for establishing best practises to continually improve the Root Cause framework, as well as Operational process design through real time analysis, deep dive reviews, key risk indicators and formalising the required preventative measures and corrective action plans to resolve business risk and enhance our Customer Journey across the Group.
•Conduct horizon scanning for Root Cause to ensure framework meets regulatory expectations and business needs
•Governance and accountability of the Customer Relations Root Cause function and ongoing strategy.
•Ensure FOS activity is being managed effectively and ongoing analysis around trends, decision and lessons learnt are clearly documented and shared with stakeholders both across the Group function and wider business to drive business change where appropriate.
•Accountability and governance of ensuring robust non transactional assurance assessments are conducted in accordance with the Customer Relations Risk Assessment Matrix across the Group function.
•Effectively manage and make recommendations against key risk indicators, ensuring regular reviews of targets, quality and assessment of wider business impact which may be established through complaint outcomes and FOS lessons learned activity
•Responsible for Issue Management of the Operational low and sub low risk events, ensuring impacted teams have clear corrective actions plans for closure and ensure team are accountable for delivering closure of events through corrective action plans
•Develop and maintain a positive, productive, collaborative and professional relationship with key stakeholders across the Bank to co-ordinate the Root Cause work schedule
•Pro-actively work with a wide range of stakeholders across the Group to report on findings and areas of opportunity identified through real time and deep dive reviews
•Inspire and motivate the Group Root Cause Team to continuously identify areas of concern and emerging risks in a fast pace and ever changing environment
•Lead, develop and coach the Group Root Cause Team, driving continued team development, succession planning and growth
•Own resource planning for your area and provide to department manager for review and consideration to ensure that you are able to continue to drive a high and sustainable level of analysis and reporting output.
•Responsible for ensuring reporting across the Group function is completed in a timely and accurate manner, ensuring local reports and committee / board packs are produced in line with SLA’s. From a regulatory reporting perspective, ensure all remedial action and evidence is addressed before submission to Group Manager for final review before submission.
•Undertake training and coaching across the team as well as the business, ensuring knowledge and understanding of recommendations and areas of process improvement.
•Co-ordinate workshops with key stakeholders to validate Root Cause findings and generate agreed actions to ultimately reduce complaints and Fos referrals.
Skills, experience & knowledge
•Experience in conducting effective root cause and assurance is essential
•Experience in Operational Management, including managing and developing staff is essential
•Experience in Customer Journey Assurance is essential
•Experience of Complaint Handling is desirable
•Specialist knowledge of the FCA’s regulatory framework for handling customer complaints and Treating Customers Fairly is essential
•Specialist knowledge of industry leading Root Cause application frameworks, techniques and delivery is essential
•Specialist knowledge of approaches and principles for customer experience is essential
•Specialist knowledge of investigation methods and resolution of complaints is essential
•Specialist knowledge & application of the vulnerable customer process is essential
•Specialist knowledge of FOS Framework is essential
•Specialist knowledge of Risk Management is essential
•Detailed Knowledge of ethical standards, BCOBS, MCOBS, DISP is essential
•Excellent knowledge of Mortgage and Savings operational processes is essential.
•Specialist skills in respect of investigation, resolution, root cause and assurance is essential
•Specialist skills in respect of verbal and written communication, across both Internal and External stakeholders are essential
•Specialist skills in respect of building relationships are essential
•Advanced skills in respect of leading a diverse team in a fast paced environment are essential
•Advanced skills in respect of Microsoft Office (Power Point, Word, Excel, Outlook) are essential
•Advanced skills in respect of coaching and developing people is essential
Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.