Ensure rigor and governance is sustained within the ongoing RCA process to support clear identification and escalation of key business risks.
Work collaboratively with the Insights team to ensure the accuracy and effectiveness of the data used for any RCA.
Use specific complaints Insights to pro-actively determine and support the RCA agenda and process reviews.
Operate within the established RCA framework and continuously review to ensure framework remains fit for purpose and root cause is relevant.
Produce and develop RCA reports specifically in relation to customer insights.
Conduct trend analysis to identify and highlight any organisational themes in relation to customer complaint reasons.
Own and maintain the RCA tracker, coordinating updates and ensuring accurate auditability of all actions identified through RCA.
Proactively engage with the Cross functional team following identification of mitigating actions required in their business areas.
Strong communication skills with proven track record of influencing.
Ability to work at pace with no compromise to quality.
Analytically sound in order to analyse key data and produce meaningful, value-adding RCA outputs.
High level of drive and personal commitment, with a desire to develop own skills and experience.
Ability to work under pressure and adhere to strict deadlines.
Customer service/ Process understanding skills
Effective conflict resolution skills
Interpersonal & communication skills
Knowledge of Competition & Current trends in financial Industry