The opportunity
🚀 We’re on a mission to make money work for everyone.
What you'll do
Establishing and refining our FOS RCA framework and methodology to drive: consistent and high-impact investigations.
Overseeing the monitoring of KRIs including referral, overturn, and uphold: rates to identify high-risk focus areas and allocate analytical resources effectively.
Preparing for and presenting strategic insights at key governance forums to: create oversight and gain buy-in from senior leaders.
Driving cross-functional accountability with domain leads, Product,: Engineering and Operations to ensure business owners accept responsibility for root causes and implement agreed actions.
Evaluating the long-term effectiveness of completed remediation initiatives: through rigorous post-implementation reviews, ensuring systemic issues are fully resolved and measuring overall risk reduction.
Mentoring and developing a high-performing team of RCA Analysts, conducting: quality checks on deep dives, and fostering a culture of continuous operational improvement.
What they're looking for
- Root cause leadership: proven experience leading RCA strategies, failure investigations, or continuous improvement functions within financial services is essential
- Regulatory expertise: in-depth knowledge of DISP, FCA regulatory expectations, and the end-to-end FOS journey and Ombudsman decision-making processes is essential.
- Senior stakeholder influence: exceptional ability to negotiate with, challenge, and gain buy-in from senior leaders to drive change.
- Data & analytics oversight: fluent in data-driven decision-making, with experience using tools like Looker to track metrics, identify trends, and measure risk exposure.
