Root Cause Analysis Advisor

An opportunity has arisen for a Root Cause Analysis Advisor to join the RCA team within the bank. The team manages investigations into root cause issues of complaints and finds solutions to improve the customer experience and prevent reoccurrence of any systemic issues identified.

You will be responsible for developing and managing an RCA capability and framework that is auditable and in line with group policies, regulation and FCA requirements. You will manage ongoing monitoring and analysis of RCA data, trends and issues to identify and recommend improvements or changes in operational procedures, partnering and influencing key stakeholders from across the various business units within the bank to ensure that issues are understood and recommendations translated into operational solutions.

The successful candidate must have a proven record of policy experience and delivering improvements within the area of complaints (preferably within a PPI programme) within a large Financial Services organisation, ideally a global bank. Knowledge of Root Cause Analysis requirements in essential for the role. A good understanding of Internal Audit, Risk management and Quality Assurance frameworks is also required. Strong stakeholder management skills are essential for this role.