Root Cause Analysis Manager
Who are Diligenta?
Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.
Summary of the Role
As a Root Cause Analysis Manager you will be responsible for the day-to-day oversight of all analysis and output undertaken by the team. Leading the team in its day-to-day activities, development of the team in high standards of qualitative and quantitative output and effective liaison with business areas on the findings from root cause analysis activity and impact tracking any changes made.
Benefits
- 33 days including Bank Holidays.
- Eligibility for an annual discretionary bonus scheme.
- Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services).
- Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods.
- Cycle to Work Scheme & Interest free Season Ticket loans.
- A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing.
- A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave.
- A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection.
- Apply to find out about our other benefits.
What you'll be doing:
- Overseeing the production, approval and completion of all root cause analysis linked to areas of failure demand e.g. complaints, repeat contacts, notifiable events and customer vulnerability all linked to providing good customer outcomes
- Promoting quality standards for the analysis being undertaken and sharing of best practice across the M&G account
- Escalating any operational concerns to key stakeholders
- Working with Diligenta and M&G Stakeholders, providing regular updates via governance sessions, working groups and other points of contact as required within role
What we're looking for
- Strong knowledge of Life, Pensions & Investment (LPI) products
- Experience working within a Continuous Improvement environment with a strong understanding of root cause analysis framework
- An excellent communicator with experience working and engaging with Senior Stakeholders
- Hands on experience of leading and managing teams with great success
- Excellent problem solving and decision making capabilities
If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.
Ready to take the next step in your career? Apply today and become part of our innovative team!