Root Cause Analysis Manager- Complaints


Premium Job From REED Global

Recruiter

REED Global

Listed on

29th January 2020

Location

Birmingham

Salary/Rate

£300 - £375

Type

Contract

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Root Cause Analysis Manager- Complaints

ROOT CAUSE ANALYSIS/ ROOT CAUSE FRAMEWORK/ COMPLAINTS/ CHANGE MANAGEMENT/ PROJECT MANAGEMENT/ SIX SIGMA/ FINANCIAL SERVICES

6 Months Contract- Extensions Likely

£300-375 Per Day-PAYE

Birmingham- Required to work 2 days in Swansea each month

A Root Cause Analysis Manager required by our Global Financial Services client based in Birmingham on an initial 6 month basis. Root Cause Analysis is a vital part of complaint management which seeks to distinguish between symptoms and actual underlying root causes to why a complaint has been raised. It is designed to identify reoccurring or systemic issues that lead to customer dissatisfaction and presents an opportunity for us to improve our processes and enhance the customer experience.

An improved Root Cause Analysis Framework has been launched which comprises of a Root Cause Analysis methodology using approaches that look to fix issues quickly, based on risk or by way of longer strategic reviews. You will be responsible for driving and embedding the new framework in line with operational procedures within the Root Cause Analysis Team. Key Responsibilities:- Gather and analyse various sources of complaint data that lead to the identification of underlying root causes of complaints issues.- Articulate and translate analysis of complaint data into meaningful conclusions in a structured way, to suit a variety of audiences.-Presents findings and well-thought out solutions that provide healthy challenge and recommendations to reduce complaints or prevent them from reoccurring.- Use a range of presentation techniques, verbal and written, to communicate findings to stakeholders in line with operational procedures.- Have confidence to act quickly using insight and MI to alert business owners where a complaint trend or new issue is emerging.

-Prepare accurate input into the management and production of all documents and presentations for any relevant Governance Forums.

Key Requirements:- Evidence of ability to drive detailed analysis and facilitate requirements discussions with stakeholders.-Sound judgement, decision making and problem solving abilities, including an awareness of Six Sigma principles.- Proven implementation and change management experience.- Industry accreditation on Programme or Project Management- Six Sigma training and qualifications is desirable but not essential.-A sound understanding of the organisations current strategy together with an understanding of FCA requirements.

At the first instance, please submit your CV

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