Root Cause Analyst

Adecco ,
London, Greater London
More Details
Job Type: Full-time
Salary: £42,228 per annum

Overview

Root Cause Analyst Working hours: Monday - Friday 9.00am - 5.30pm Location: Aldgate Salary: up to £42,228 (DOE) company bonus Duration: Permanent Job Description: Pontoon has an exciting opportunity for a Root cause Analyst to join a prestigious financial services company on permanent basis. Your position will be to support the Complaints Strategy by reducing Customer complaints and dissatisfaction by Root Cause Analysis (RCA) of complaints and other areas where poor quality is identified. To achieve this you will demonstrate an investigatory mind-set with a talent for analysing, often complex issues, processes and data from interconnecting themes. You will focus on understanding and analysing problems, working collaboratively with colleagues across the business, to investigate issues and communicate themes back. You must be able to think creatively and analytically, to challenge the status quo and be able to influence leaders to implement your recommendations. Duties Identify and understand the underlying issues of complaints and areas of poor quality, undertaking investigation and identifying remedial action to reduce or eliminate similar issues in the future. Conduct RCA on varying degrees of complex data sets and themes, using multi-level analysis to identify skill gaps or broken processes & procedures with recommendations for possible fixes. Drive through improvements recommended as a result of RCA, ensuring appropriate actions are taken to reduce customer fail-points or cost, improve process efficiency, reduce risk and ultimately improve the Customer experience Log all issues, from a variety of sources into a central database with quantification of severity for prioritisation in Issue Management and Change meetings. Lead meetings with appropriate colleagues to discuss issues and issues and themes identified across the Scheme with a view to progression and resolution. Production of Management and Business Intelligence, both quantitative and qualitative, using various software platforms. Report and present findings, actions and resolutions to Senior Management, Partners and Stakeholders. It would be great to see candidates with: Experience in collating information and data and delivering insight into with actionable plans to deliver change, improvements, efficiencies and benefits. Strong verbal and written communication skills Excellent Presentation Skills Analytical and problem-solving skills Proactive and persuasive Champion for change Pontoon is part of the Adecco Group which is an equal opportunities employer. If you do not hear from one of our consultants within 7 days of applying for this role, please assume you have been unsuccessful in this instance. Your CV will be kept on file and you will be considered for future vacancies that match your skills. Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://candidate-privacy

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