As a Root Cause Analysis Manager you will be reporting to the Customer Outcomes Officer. You'll be pivotal in the delivery of our complaints department for all three products, motor finance, loans, and cards.

The role will be responsible for supporting the complaints function, in driving successful delivery of our RCA framework, complaint outcomes and improvements.

In your day-to-day role, as a Root Cause Analysis Manager you will :

Informing the business about key complaint measures, outcomes and early warning signs to protect VBG from an increased level of risk concerning complaint natures and drivers

Investigating and identifying root cause associated with complaints and ensuring the root cause team maintain a thorough record and understanding of business drivers of complaints and that RCA in lending and specialist complaints is reported through a formal process

Assess customer outcomes and maintain a forensic level of data analysis to support cases outcomes and early warning signs.

Identify areas for customer outcomes and process improvements

Support complaints continuous improvement and transformation programmes.

Support project management of complaint related initiatives both for complaints

Work closely with the business and continue to identify gaps in data and understanding on complaints insight and challenges

Maintain a mature reporting environment which is within complaints

Explore and develop the use of analytics to support ongoing RCA activities

Understanding of how revolving credit, fixed term credit and asset backed finance products work within the group

Ability to produce and interrogate data from multiple sources on complaints

Regulatory knowledge of the required level that matches todays evolving regulatory landscape

Deep knowledge of complaint management and regulator credit worthiness complaint outcomes

Ability to know key performance measures and keep abreast of VBG performance to show early warning signs

Presentation and SLT paper level preparation and delivery

Ability to operate independently report effectively

Ability to work efficiently to meet deadlines

Strong problem solver

Ability to work at pace as directed by the HoD and strategic initiatives

Up to 30minute telephone call with a member of the Talent Acquisition Team

Up to 60 mins with the Hiring Team

Final interview with Senior Leadership