Senior Manager, Root Cause

2 weeks ago

Kent, United Kingdom Skillful Full time €55,000 - €65,000

Role: Senior Root Cause Manager

Location: Chatham - Ideally 3 days in office (may be some flex) and can be flexible on start/finish times.

Salary: £55k - £65k

A specialist Bank are looking for a Root Cause Senior Manager to lead the First Line Root Cause Analysis... and what a bank to join

This challenger bank supports underserved segments of the mortgage market and have done for over a century Their team of experts deliver specialist lending and retail savings through their industry leading brands - the teams are close knit; management is open and transparent, and they hire passionate people who want to make a difference.

They are going through a huge modernisation & transformation project (currently on month 12 of a 5 year plan) and investing heavily in all areas of the business from their IT systems, data and suppliers to platforms, products and most importantly, their people to make sure they can be that driving force within the Mortgage and Savings world.

Anyway, the role

You will 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.

This is a fantastic opportunity for you to come in and make this role your own, you will instil change, have the opportunity to grow a strong, values led team and grow this into new areas.

You will ensure 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.

You will need to be hands on to drive and establish the standards related to all aspects root cause, building effective senior relationships across Operations, IT and Product.

You will initially have responsibility for 5 direct reports split across Chatham, Midlands and India.

So, if you have experience in:

  • Leading and successfully embedding / overseeing a Root Cause function ideally in a banking or financial services environment
  • A Complaint or RCA team at a senior level
  • Leading and performance of managing high performing teams across multiple sites
  • In delivering presentations and engaging with senior leadership including Executive level
  • Technical experience with previous experience working as a Head of department in a banking or financial service environment
  • Managing offsite operations

Then we want to speak with you – and so will they.

We are more than happy to send you a full spec or sing their praises over a brief call - just let us know what you prefer.

Info@meetskillful.com/ Chris.manning@meetskillful.com

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