Senior Root Cause Manager

As Senior Root Cause Manager you will join the Chief Controls function reporting to the Deputy Chief Controls Officer and leading and coaching a small team. This is a brand new role and that will take up the existing focus of root cause of complaints but will grow and develop to extend analysis to cover Quality Assurance, Control Testing and Outcome Based Testing. This role is pivotal to support the function and ultimately reduce the level of complaints., The role can be based from our Wolverhampton or Chatham office and we operate a hybrid working policy and occasional travel between offices will be required., Our specialist lending is supported by our Kent Reliance and Charter Savings Bank retail savings franchises. Diversification of funding is provided by sophisticated securitisation platforms. OSB's unique cost-efficient operating model is supported by our wholly-owned subsidiary OSBIndia.
Alongside passion for our products and customers, we're passionate about our people and want to continue building a collaborative and engaging environment. Being dedicated to Diversity, Equity and Inclusion, we encourage differences and recognise that individuals from diverse backgrounds and experiences can bring valuable insights and enhance the way we work. This is supported by our Diversity, Community and Environment Employee Engagement Networks and our commitment to the Women in Finance Charter and Women in Leadership Programme.
What you will be doing:

In this role, the Senior Root Cause Manager will ensure that the framework and processes are in place to conduct effective root cause analysis to identify trends and common themes, escalating concerns and ensure corrective action plans are established and delivered in support of increasing on the spot resolution, reducing complaint volumes, upheld and FoS referrals / overturned decisions.

Your responsibilities will include:

• Lead and present key RCA delivery and dashboard, reporting key information to appropriate governance forums


• Build and maintain strong and trusted relationships with key stakeholders across the Bank, ensuring they have a good understanding complaints, RCA and action plans for their business area


• Take ownership for the, design, delivery and execution of the Group's Root Cause framework and strategy


• Continue to develop and enhance the RCA Dashboards with key metrics


• Develop and oversee the root cause analysis on complaints performed by the Bank's 3rd party service providers


• Explore and develop the use of analytics in supporting of enhancing the RCA workstream


With a number of exciting opportunities in this role, you will be part of the transformation project which will create a new operating platform for the business. As the company and team grows, so should you!
In return for your commitment, As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop and advance senior women in our sector. We don't stop there though, we have broadened our approach to encourage diversity and inclusion at all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board level and on a monthly basis receive updates on our progress.

We are looking for talented individuals who have the experience and knowledge set out below:

• Proven experience of leading and successfully embedding / overseeing a Root Cause function within a banking or financial services environment


• Robust senior management experience working in a Complaints or RCA team


• Strong track record of reducing complaints through the use of root cause analysis and implementation of processes


• Specialist knowledge and understanding of Consumer Duty, DISP rules and FoS


• Demonstrable experience in delivering presentations and engaging with senior leadership including Executive level


• Previous experience of leading, coaching and developing staff across multiple sites


• Strong stakeholder management and communication skills with the ability to disseminate information, Whilst we are an organisation that values face-to-face interaction to build and nourish our culture, we also acknowledge that people are not just productive in an office and tied to the 9 to 5. Flexible-working opportunities are important for establishing a healthy work-life balance so if you see a role of interest we are happy to be asked about flexibility and explore together if we can make it work.

All applicants must have rights to work in the UK and be willing to undertake the relevant pre-employment screening checks should your application be successful.

The OSB Group is a FTSE 250 specialist mortgage lender, primarily focused on carefully selected segments of the mortgage market., OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. We embrace equal opportunities and are opposed to discrimination on any grounds.

We offer a base salary dependent on experience and location between £55,000 - £65,000 and a competitive benefits package including:

• Discretionary annual bonus opportunity of up to 15%


• 28 days annual leave plus bank holidays


• Contributory pension (8% employer 5% employee)


• Life Assurance (4x salary) plus Group Income Protection


• Access to Private Medical Insurance and Medical Cash Plan


• Maternity & Adoption Leave - Occupational Maternity/Adoption Pay provided at 100% of salary for the first 26 weeks.


• Paternity Leave - 8 weeks of paid leave to be taken within 12 months of birth or adoption.


• Additional benefits such as Hybrid working, Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals, Payroll giving and Save as you Earn scheme.