As our Senior Outcome Testing Analyst, you will assist our Senior Outcome Testing Manager in the day-to-day managerial tasks and responsibilities. This includes managing and allocating resources and workloads to ensure delivery of plans, providing direct support and guidance through feedback and coaching.
Completing customer outcome monitoring reviews to provide assurance over FGFS procedures and the effectiveness of those in delivering adherence to policy; including the achievement of customer outcomes and the quality of delivery of those outcomes. You will build effective and supportive relationships across 1st Line operations and with key stakeholders to drive continuous improvement of FGFS customer interactions and outcomes.
* Root Cause Analysis of Regulated Complaints in line with agreed service level
* Executing the outcome testing annual plan and service levels for complaints root cause analysis, managing, and monitoring team performance to deliver, achieve SLA and deadlines
* Completing assigned monitoring activities across all areas of Financial Services with the objective of assuring that targeted customer outcomes are successfully delivered to a standard aligned with regulatory and FGFS quality expectations.
* Identifying areas of weakness or limitation in operational procedure, system, control, or agent interactions which impact Studios' ability to achieve the targeted customer outcomes. Work collaboratively with operational colleagues and managers to develop the design of improvements, track and validate as implemented.
* Proactive participation in workshops and close out meetings associated with the assigned monitoring activity.
* Design and deliver required reporting for internal purposes and governance arrangements.
As FGFS is within a regulated environment, any offer is subject to satisfactory background checks including criminal record check, credit check, and employment references.
Minimum Requirements:
* Experience of working within the financial services sector
* Experience of working and delivering in a regulated environment
* Awareness and understanding of the Consumer Duty & Vulnerable Customer Guidelines
* Good working knowledge of financial standards and guidelines - e.g. FCA, TCF
* Ability to deliver when faced with changing priorities and demands
* Ability to generate positive team ethos and morale that delivers outcomes
* Excellent written and verbal communication and engagement skills
* Is customer focused and passionate about achieving the right outcome for our customer
* Is analytical, pragmatic and systematic in approach
* Ability to manage conflict and knows when to escalate
* Attention to detail
* Is self-motivated and able to work as part of a wider team
* IT literate (particularly Microsoft Excel & PowerPoint)
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