Senior Root Cause Analysis Manager (Complaints, QA, Outcome) | £55k-£65k + 18% Bonus

Role:
Senior Root Cause Manager
All potential applicants are encouraged to scroll through and read the complete job description before applying.
Location:
Wolverhampton - 3 days a week in office, plus flex hours
Salary:
£55k - £65k
A specialist Bank are looking for a Root Cause Senior Manager to lead the First Line Root Cause Analysis... and what a bank to join!
This challenger bank supports underserved segments of the mortgage market and have done for over a century! Their team of experts deliver specialist lending and retail savings through their industry leading brands - the teams are close knit; management is open and transparent, and they hire passionate people who want to make a difference.
They are going through a huge modernisation & transformation project (currently on month 12 of a 5 year plan) and investing heavily in all areas of the business from their IT systems, data and suppliers to platforms, products and most importantly, their people to make sure they can be that driving force within the Mortgage and Savings world.
Anyway, the role!
You will 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.
You 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.
You will need to be hands on to drive and establish the standards related to all aspects root cause, building effective senior relationships across Operations, IT and Product.
You will initially have responsibility for one direct report, approx. 6 FTE in total.
So, if you have experience in:
Leading and successfully embedding / overseeing a Root Cause function ideally in a banking or financial services environment
A Complaint or RCA team at a senior level
Leading and performance of managing high performing teams across multiple sites
In delivering presentations and engaging with senior leadership including Executive level
Technical experience with previous experience working as a Head of department in a banking or financial service environment
Managing offsite operations
Then we want to speak with you – and so will they.
We are more than happy to send you a full spec or sing their praises over a brief call - just let us know what you prefer.
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