Job Description

Senior Root Cause Manager

The key purpose of this role is to 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. Ensuring 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.

Key Responsibilities:

  • Provide leadership and direction to the Group RCA Team, continuing to develop the RCA programme / structure whilst horizon scanning on upcoming key regulatory change and expectations.
  • Provide guidance, advice and recommendations to Senior Management across Operations, Product and IT in support of corrective action plans identified...

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