Overview
About the team:
As Senior Root Cause Manager you will join the Chief Controls function reporting to the Deputy Chief Controls Officer and leading and coaching a small team. This is a brand new role and that will take up the existing focus of root cause of complaints but will grow and develop to extend analysis to cover Quality Assurance, Control Testing and Outcome Based Testing. This role is pivotal to support the function and ultimately reduce the level of complaints.
The role can be based from our Wolverhampton or Chatham office and we operate a hybrid working policy and occasional travel between offices will be required.
Our philosophy:
Before you read on, we’d like you to know that we’re committed to diversity and hope that our employee base reflects the diverse nature of our society. To understand more, please follow: https://www.osb.co.uk/careers/overview/
What you will be doing:
In this role, the Senior Root Cause Manager will ensure 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.
Your responsibilities will include:
- 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, design, delivery and execution of the Group’s Root Cause framework and strategy
- Continue to develop and enhance the RCA Dashboards with key metrics
- Develop and oversee the root cause analysis on complaints performed by the Bank’s 3rd party service providers
- Explore and develop the use of analytics in supporting of enhancing the RCA workstream
With a number of exciting opportunities in this role, you will be part of the transformation project which will create a new operating platform for the business. As the company and team grows, so should you!
In return for your commitment:
We offer a base salary dependent on experience and location between £55,000 – £65,000 and a competitive benefits package including:
- Discretionary annual bonus opportunity of up to 15%
- 28 days annual leave plus bank holidays
- Contributory pension (8% employer 5% employee)
- Life Assurance (4x salary) plus Group Income Protection
- Access to Private Medical Insurance and Medical Cash Plan
- Maternity & Adoption Leave – Occupational Maternity/Adoption Pay provided at 100% of salary for the first 26 weeks.
- Paternity Leave – 8 weeks of paid leave to be taken within 12 months of birth or adoption.
- Additional benefits such as Hybrid working, Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals, Payroll giving and Save as you Earn scheme.
Could you be the one?
We are looking for talented individuals who have the experience and knowledge set out below:
- Proven experience of leading and successfully embedding / overseeing a Root Cause function within a banking or financial services environment
- Robust senior management experience working in a Complaints or RCA team
- Strong track record of reducing complaints through the use of root cause analysis and implementation of processes
- Specialist knowledge and understanding of Consumer Duty, DISP rules and FoS
- Demonstrable experience in delivering presentations and engaging with senior leadership including Executive level
- Previous experience of leading, coaching and developing staff across multiple sites
- Strong stakeholder management and communication skills with the ability to disseminate information
What to do next
If this sounds like you, please apply now!
If shortlisted from your initial application we operate a personalised recruitment process.
Interviews are a two way street, we aim for them to be relevant and conversational to get the best out of you!
OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. We embrace equal opportunities and are opposed to discrimination on any grounds.
As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop and advance senior women in our sector.
We don’t stop there though, we have broadened our approach to encourage diversity and inclusion at all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board level and on a monthly basis receive updates on our progress.
All applicants must have rights to work in the UK and be willing to undertake the relevant pre-employment screening checks should your application be successful.
