Root Cause Lead
Salary £35,000
FT 35 hours per week
Hybrid - Ashford/Sandwich - Travel to the Ashford/Sandwich Office a couple of times per month
The Roots Cause Lead reports directly to the Head of Complaints, to collect and collate complaint Management Information (MI) to facilitate and conduct Root Cause Analysis reviews into reportable complaints (limited to SSL Operations) to identify the root causes of any issues, trends or themes arising in the complaint’s operation.
Working in collaboration with the wider business across the Insurance division, you will be responsible for creating bespoke root cause analysis/insight reports to assist with Complaint Root Cause Analysis, conducting investigations as necessary, whilst also proposing solutions to reduce complaint volumes based on findings.
The job holder will possess excellent personal and leadership skills, with the ability to collaborate closely with business stakeholders across multiple entities.
Package DescriptionEveryday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues.
We offer total flexibility over where you work you choose a place that you feel most comfortable and productive, either from home or in one of our hubs in London, Ashford or Sandwich.
BENEFITS AVAILABLE TO ALL COLLEAGUES:
Our working week is 35 hours per week, these can be worked flexibly to suit your working style
25 days holiday + bank holidays
Option to purchase additional leave up to 5 extra days
Pension scheme matched up to 10%
Life assurance policy on joining us
Wellbeing programme
Colleague discounts including family discounts on cruises and holidays
Range of reductions and offers from leading retailers, travel groups and entertainment companies
Enhanced maternity and paternity leave
Grandparents leave
Company performance related annual bonus - Up to 5%
Income protection
Access to Saga Academy, our bespoke learning platform
Main Responsibilities
The Root Cause Lead will have one direct report; the Root Cause Analyst.
Creating bespoke analysis/MI reports, with analysis and interpretation, tailored to various audiences, including Senior Management
To produce ad-hoc and regular analysis/ MI on demand, whilst exploring automation with a view to streamlining production.
Analysing data from all available sources, identifying causes of complaints and areas of further investigation.
Interpreting information to determine and be able to articulate whether an issue is systemic/recurring and how it is categorised.
To define the management action needed to mitigate, improve, or eradicate root causes identified.
Being responsible for preparing data for the regulator, together with gathering and providing information for internal & external audits.
Providing a consultative approach to assessing and delivering analysis/ MI and reporting solutions throughout business reports and the accompanying decisions
Contributing to continuous improvement of process in analysis / MI and reporting
Supporting with the maintenance and any future development opportunities of the Complaints Management System.
Track and report against appropriate actions / changes, providing a success summary rating to demonstrate the results of complaints root cause activity (CRCA).
Support the development of the complaints root cause framework (process, documentation, practice principles) making recommendations for change and facilitating the ongoing business education around the CRCA.
Leading and supporting the proposal of solutions to reduce complaint volumes because of the CRCA; ensuring that actions are conducted in accordance with internal guidance and have the customer at the heart of decisions made
Acting as a point of contact for key Stakeholders for CRCA activity fostering a positive, open, and honest culture that prioritises good customer outcomes and show high levels of engagement with the wider business, sharing experience and knowledge for the benefit of the team and wider business.
Provide regular complaints MI relating to Consumer Duty Pillar 3 – Customer Understanding
The Ideal Candidate
A minimum of 2 years’ experience within a financial services environment or compliance/assurance-based role would be advantageous
Experience of using automated administration tools and systems to support process and record keeping
Knowledge of the insurance industry and business operations
Highly organised and methodical, with the ability to juggle a multitude of tasks and deadlines, whilst working under pressure
Demonstrable competence in writing clear and concise executive summaries and producing performance packs for senior management
Maintains discretion, confidentiality and professionalism
Excellent communication skills across all business levels
The ability to foster a positive culture that prioritises good customer outcomes and shows high levels of engagement with the wider business.
Advanced Excel Skills
Effective use of Microsoft Word and good general IT literacy
About The CompanyOver the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.
At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.
We’re passionate about diversity, equity, and inclusion. Championing diversity is important to us, and diverse teams really are the best ones. We’re dedicated to creating a culture where every colleague feels like they belong. So that at Saga, more than anywhere else, you can be your best, be yourself and make a difference.
Fair consideration is given to all applicants, including those with disabilities and those over who are over the age of 50. As champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams. We are also an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.
Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.
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