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Root Cause Analysis Manager

Customer Management Resourcing
Bradford, GB
From £35,000 to £40,000 per annum
Closing date
14 Dec 2021

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Job Type
Full Time
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Job title Root Cause Analysis Manager Location Flexible Salary £35,000 - £40,000 Benefits We are looking to appoint an established Root Cause Analysis Manager to:
• Drive improvements in company and customer experience through the review of multiple processes, complaint reasons and outcomes to support the identification of root causes
• Work with SMEs to propose solutions to issues identified through Root Cause Analysis investigations
• Engage with stakeholders to ensure findings of investigations are well communicated and follow a clear chain of ownership
• Manage the production of documentation from the Root Cause Analysis area
• Ensure VBL meets its obligations regarding analysing and learning from complaints and similar customer feedback
• Line management of the Root Cause Analyst Specialists Key responsibilities include:
• Works as an advocate for the customer, using customer feedback to raise awareness of areas where Customer Experience can be improved
• Recommend topics for Root Cause Analysis focus using information from a variety of sources and through incorporating knowledge of current business priorities into the decision making process
• Reach out to other teams to share knowledge across Root Cause Analysis, Quality and Assurance, sharing best practice and aligning similar actions for greater visibility across the organisation
• Review all documentation produced by the Root Cause Analysis area including meeting packs, commentary, minutes, action logs to ensure it is accurate and an audit trail is preserved
• Take ownership of Finding Meetings - presenting evidence clearly and facilitating a workshop style discussion around raised themes and ideas
• Embed a process of 'post implementation review' to revisit processes after an improvement has been implemented to look at any impact on complaint trends
• Promptly escalate any compliance or financial risks arising from the sources of complaints and other customer friction points
• Follow departmental processes and frameworks to ensure compliance to all relevant policies Essential skills & experience:
• At least 3 years' experience in an FCA or similarly regulated environment
• Understanding of common operational systems and processes
• Experience working with stakeholders and SME at all levels Desirable:
• Experience working in a Complaints, Quality or similar function
• Experience of identifying, managing and implementing process and/or system changes to improve business operations
• Experience of managing or leading initiatives with a business change emphasis
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