Root Cause Analyst

Job Description

Equiniti is a leading international provider of shareholder, pension, remediation, and credit technology. With over 6000 employees, it supports 37 million people in 120 countries.EQs vision is to be the leading global share registrar, offering complementary services to its client base and our values set the core foundations to our success. We are TRUSTED to deliver on our commitments, COMMERCIAL in building long term value, COLLABORATIVE in our approach and we IMPROVE by continually enhancing our skills and services. There has never been a better time to join EQ.Role SummaryThe Complaints Team has responsibility for dealing with FCA regulated, non -regulated, standard and complex complaints across the range of Homes England help-to-buy products. As the Subject Matter Expert (SME), you will inform senior management of all aspectsof complaint handling, including numbers, trends, root causes, mitigation, FOS and other regulatory interventions.In addition to providing analytical insight into business processes identified as causes of complaints, suggestions for improvement will be required. Collaboration with all levels of management within Operational departments (Head Office / Contact Centre)to understand customer journey and experiences is paramount.Core Duties/Responsibilities

• Build, develop and maintain a range of reporting and insight solutions linked to complaints including external reporting for regulatory purposes and regular/adhoc requests for internal stakeholders to help us understand and communicate our customer experience,how we manage it and how we improve tailored to various audiences including Senior Management and our client(s)
• Working with the Complaints operation contributing and delivering necessary reports outlining findings and recommendations
• Analysing data from all available sources, identifying causes of complaints and areas of further investigation
• Identifying data points to capture and drive thematic reviews
• To define the management action needed to mitigate, improve or eradicate root causes identity and track and report against appropriate actions / changes
• Enable a culture of continuous improvement of our processes and workflows by being proactive and innovative
• Support Team and Analysts where necessary working closely with them to achieve and drive results
• Support the complaints management team by overseeing the pipeline and allocation of work
• Engage with colleagues across the business to build relationships, reduce complaint volumes and increase first contact resolution
• Deliver and maintain the suites of Complaints MI reports
• Ensure data governance and retention rules are adhered to
• Develop and produce internal and external complaints MI / reporting, producing commentary to supplement reports where appropriate

Skills, Capabilities and Attributes The successful candidate will demonstrate the following experience, skills and behaviours:

• Demonstrable experience in an external financial services company or transferrable skills from similar industry
• Deep understanding of the regulators including ICO, FCA. Ofcom;
• Understanding of financial services in particular complaints, internal controls and customer service is highly desirable
• Experience in creating and delivering root cause frameworks - understanding of Root Cause approach and methodology
• Experience in delivering quality process improvements
• Experience in communicating effectively
• Presentable and articulate with the ability to interact with people at all levels;
• Must be confident, flexible, independent and self-motivated.
• Possess a methodical approach to problem solving and analysis
• Proficient in Microsoft Applications (Advanced excel, Power Point, Word, outlook)
• Ability to work at pace whilst ensuring accuracy of data

What We Offer Save for your Future - Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%All Employee Long Term Incentive Plan (LTIP) - Gives all EQ Colleagues the opportunity to benefit if the current owners successfully sell the company for a profit.Health and Wellbeing - Employee Assistance Programme: counselling, legal & wellbeing support for all colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhance cover.Employee discounts - Discounts and cashback at your favourite high street stores through our EQ Wins Platform.Flexible Benefits - The ability to purchase a wide variety of benefits through our flex plan; wine club, Apple gadgets, travel insurance, will writing, holiday trading and more.Time Off - Typically 28 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.Winning together - Equiniti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed.We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civilpartnerships.Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.