Back to Job Search

Senior Root Cause Manager

  • Location: Wolverhampton
  • Salary: £65,000 per year
  • Job Type:Permanent

Posted about 1 month ago

  • Sector: Customer Contact
  • Contact: Natasha Goldstone
  • Contact Email: ngoldstone@merje.com
  • Contact Phone: 0161 883 2740
  • Expiry Date: 13 June 2024
  • Job Ref: NG/11711

The key purpose of this role is to lead the First Line Root Cause Analysis initially focusing on Complaints with the aim to develop the role and extend coverage to QA, Control Testing and Outcomes Based Testing. Ensuring that the framework and processes are in place to conduct effective root cause analysis to identify trends and common themes, escalating concerns and ensure corrective action plans are established and delivered in support of increasing on the spot resolution, reducing complaint volumes, upheld and FoS referrals / overturned decisions.

Key Responsibilities:

  • Provide leadership and direction to the Group RCA Team, continuing to develop the RCA programme / structure whilst horizon scanning on upcoming key regulatory change and expectations.

  • Provide guidance, advice and recommendations to Senior Management across Operations, Product and IT in support of corrective action plans identified through RCA analysis.

  • Lead and present key RCA delivery and dashboard, reporting key information to appropriate governance forums.

  • Build and maintain strong and trusted relationships with key stakeholders across the Bank, ensuring they have a good understanding complaints, RCA and action plans for their business area.

  • Take ownership for the strategy, design, delivery and execution of the Group’s Root Cause framework and strategy.

Required Knowledge and Experience:

  • Proven experience of leading and successfully embedding / overseeing a Root Cause function ideally in a banking or financial services environment is essential.

  • Senior Management experience of working in a Complaint or RCA team (minimum 7 years’ experience) is essential.

  • Experience of leading and performance of managing high performing teams across multiple sites is essential.

  • Experience in delivering presentations and engaging with senior leadership including Executive level is essential.

  • Technical experience with previous experience working as a Head of department in a banking or financial service environment is essential.

Applicants must be located and eligible to work in the UK without sponsorship.

Please note, should feedback not be received within 28 days, unfortunately, your application has been unsuccessful. In applying for this role, you may be registered on our database so we can contact you about suitable opportunities in the future. Your data will be managed in accordance with our Privacy Policy, which can be found on our website.