Root Cause Analyst - FTC

Location

Wolverhampton, West Midlands | United Kingdom

Job description

As Root Cause Analyst you will join the Chief Controls function at OSB Group, reporting into the Root Cause and Assurance Manager, and become a pivotal support function for the Group Customer Relations Team. The Root Cause team look at why our customers complain and complete detailed analysis to identify causes and provide recommendations on process and system improvements to positively influence our customer’s experience, ensuring they receive a good outcome and prevent further complaints from happening.

The role can be based from our Chatham or Wolverhampton office and this is a 12 months fixed term contract position.

The OSB Group is a FTSE 250 specialist mortgage lender, primarily focused on carefully selected segments of the mortgage market.

Our specialist lending is supported by our Kent Reliance and Charter Savings Bank retail savings franchises. Diversification of funding is provided by sophisticated securitisation platforms. OSB’s unique cost-efficient operating model is supported by our wholly-owned subsidiary OSBIndia.

Alongside passion for our products and customers, we're passionate about our people and want to continue building a collaborative and engaging environment. Being dedicated to Diversity, Equity and Inclusion, we encourage differences and recognise that individuals from diverse backgrounds and experiences can bring valuable insights and enhance the way we work. This is supported by our Diversity, Community and Environment Employee Engagement Networks and our commitment to the Women in Finance Charter and Women in Leadership Programme. 

In this role you will conduct meaningful Root Cause Analysis using known methodologies to address a problem statement or identify re-occurring or systemic issues, agree corrective action plans and test the effective of these, to stop complaints from occurring, specifically across the Savings workstream.

Your responsibilities will include:

• Conduct in depth analysis of complaints
• Prepare detailed analytical reports providing insights into a department’s key risk and performance area
• Drive process improvement in operational performance to improve the customer journey.
• Proactive stakeholder engagement to ensure Senior Management are aware of their key risks
• Identify and report on risks and issues where necessary to ensure adherence to the appropriate FCA regulations and provide good customer outcomes.
• Support the Senior Analyst with thematic deep dives
• Discuss and validate Root Cause findings and agree timely corrective action plans and track closure.
• Complete Assurance testing to validate corrective actions have been successful and prevent further/ new complaints.

With a number of exciting opportunities in this role, you will be part of the transformation project which will create a new operating platform for the business. As the company and team grows, so should you!

We offer a base salary dependent on location and experience between £30,000 - £35,000 and a competitive benefits package including:

• Discretionary annual bonus opportunity of up to 15%
• 28 days annual leave plus bank holidays
• Contributory pension (8% employer 5% employee)
• Medical Cash Plan

We are looking for talented individuals who have the experience and knowledge set out below:

• Advanced Excel/VBA skills are essential skills to produce MI reports and presentation, including in depth analysis and deep dives into any trends.
• Previous experience in an analyst position with the ability to complete detailed root cause analysis and present in detailed reports
• Experience of working within a complaints function
• Strong understanding of RCA Methodologies
• Knowledge of MCOBS and Regulatory and Operational risk frameworks and reporting is essential
• Experience in Financial Services, ideally with knowledge of Savings
• Strong stakeholder management and communication skills with the ability to disseminate information

We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves.

If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply.

Alternatively, if you wish to have an informal and confidential chat please get in touch. Contact details can be found on our careers page.

If shortlisted from your initial application we operate a personalised recruitment process. Interviews are a two way street, we aim for them to be relevant and conversational to get the best out of you!

OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. We embrace equal opportunities and are opposed to discrimination on any grounds.

As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop and advance senior women in our sector. We don’t stop there though, we have broadened our approach to encourage diversity and inclusion at all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board level and on a monthly basis receive updates on our progress.

Whilst we are an organisation that values face-to-face interaction to build and nourish our culture, we also acknowledge that people are not just productive in an office and tied to the 9 to 5. Flexible-working opportunities are important for establishing a healthy work-life balance so if you see a role of interest we are happy to be asked about flexibility and explore together if we can make it work.

All applicants must have rights to work in the UK and be willing to undertake the relevant pre-employment screening checks should your application be successful.

Job tags

Salary

£30k - £35k per annum