Senior Root Cause Manager
OneSavings Bank
- Wolverhampton
- £55,000-65,000 per year
- Permanent
- Full-time
- 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
- 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.
- 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