Root Cause Lead (12 month FTC)

The Root Cause team are responsible for continuous improvement, preventive measures and corrective action plans to resolve business risk relating to customer complaints by utilising methods of root cause analysis. At OneSavings Bank, we're proud to be an award-winning bank, with great customer satisfaction scores. We began trading as a bank in 2011 and were admitted to the main market of the London Stock Exchange in 2014, joining the FTSE 250 in June 2015. So we've had a really strong start and that's because we have great people, great products and a deep understanding of our markets. In the simplest terms, we're a specialist lender which is supported by our stable retail savings franchise, who has over 150 years of heritage behind them (Kent Reliance). OneSavings Bank Plc acquired Charter Court Financial Services Group Plc (CCFS) and its subsidiary businesses on 4 October 2019. They have three complementary brands: Charter Savings Bank; Precise Mortgages; Exact Mortgage Experts. The key purpose of this role is to manage a specialist team of analysts to carry out in depth reviews of all complaints received by the business, at a Group level with teams set up in the UK and India to establish new ways of working at a process and system perspective and looking for ways to improve the overall experience for our customers. Your responsibilities will include... + Owning the sample sizing framework, ensuring all tests outlined are completed in a timely manner + Co-ordination of workshops with key stakeholders to validate Root Cause findings and generate agreed actions + Engaging with stakeholders across the Group and third parties to report on findings and areas of opportunity identified through root cause analysis and process reviews + Ensuring accurate assessments of complaint handling in accordance with service levels and to ensure all complaint reporting are aligned to the FCA & FOS requirements + Line management responsibility of the Root Cause team + Ensuring quality reviews are being conducted in line with business quality assurance framework + Providing accurate and timely management information We offer a competitive salary dependent on experience (Grade 6) and a benefits package including: + 25 days holiday + bank holidays + Pension contribution + Quarterly Employee Recognition Programme + Perkbox discounts (cheap cinema tickets, family day outs and savings in high-street shops) + Charity fund matching (we're super keen for people to give something back!) A full list of our benefits package is available on our website: www.osb.co.uk/careers/benefits We are looking for talented individuals who have the experience and knowledge set out below: + Previous experience in conducting effective root cause analysis and resolution + Excellent knowledge and understanding of the FCA's regulatory framework and DISP rules for handling customer complaints and Treating Customers Fairly + Knowledge and experience in proactively seeking opportunities to improve business processes that positively benefits the customer and the business + Line management experience We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves. We are so committed to this we've made it one of four core values "Create Your Future". The other key values are: Stronger Together, Aim High and Take Ownership. We are looking for individuals that feel that these resonate with them. If this sounds like you, please send us your CV! For internal applications, please visit the internal careers page to apply. Alternatively, if you wish to have an informal, confidential chat about this role, please contact us on recruitment@osb.co.uk If shortlisted from your initial application, we operate a personalised recruitment process which means you won't be subjected to test after test, but instead, we like to leverage a two stage interview process. Interviews are a two way street, we aim for them to be relevant and conversational to get the best out of you! As a combined group, we are dedicated to diversity in the workplace and we are committed to a policy of treating all our employees and job applicants equally. No employee or potential employee will receive less favourable treatment because of any protected characteristic. We provide a fully inclusive and accessible recruitment process and pro-actively offer and make reasonable adjustments as and when required. We recognise that flexible working opportunities can be of benefit to both employees and the organisation, improving work-life balance and enabling the business to attract and retain skilled and valued employees. Please speak to us about how this could work for you. All applicants must have rights to work in the UK and be willing to undertake the relevant pre-employment screening checks should your application be successful. Unfortunately, due to the high number of applications currently