£35000Root Cause LeadSalary £35,000FT 35 hours per weekHybrid - Ashford/Sandwich - Travel to the Ashford/Sandwich Office a couple of times per monthThe 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.Role ResponsibilityThe 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 ManagementTo 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 decisionsContributing to continuous improvement of process in analysis / MI and reportingSupporting 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 madeActing 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 UnderstandingThe Ideal CandidateA minimum of 2 years’ experience within a financial services environment or compliance/assurance-based role would be advantageousExperience of using automated administration tools and systems to support process and record keepingKnowledge of the insurance industry and business operationsHighly organised and methodical, with the ability to juggle a multitude of tasks and deadlines, whilst working under pressureDemonstrable competence in writing clear and concise executive summaries and producing performance packs for senior managementMaintains discretion, confidentiality and professionalismExcellent communication skills across all business levelsThe 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 literacyPackage 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 style25 days holiday + bank holidaysOption to purchase additional leave up to 5 extra daysPension scheme matched up to 10%Life assurance policy on joining usWellbeing programmeColleague discounts including family discounts on cruises and holidaysRange of reductions and offers from leading retailers, travel groups and entertainment companiesEnhanced maternity and paternity leaveGrandparents leaveCompany performance related annual bonus - Up to 5%Income protectionAccess to Saga Academy, our bespoke learning platformAbout 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.Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity. We are 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.Job Reference: saga/TP/40191/3053