RCA - Manager - Resolutions (Complaints) | Hull, UK

Fidelity International; Kingston upon Hull; On-site; GBP 40,000 - 80,000

Job description

RCA - Manager - Resolutions (Complaints)

Fidelity International Hull, United Kingdom

About the Opportunity
Job Type: Permanent
Application Deadline: 04 April 2025

Job Description

Title: RCA Manager
Department: Technical Support/Learning Hub (Resolutions)
Location: Kingswood, Surrey
Reports To: Associate Director
Level: 5

We help our clients invest for the future and to live the lives they want to lead. It's a responsibility we take seriously and it inspires us to do the right thing. Not just for our clients, but for each other and the world around us too. So join Resolutions and feel proud of the work you're part of.

About your team
Resolutions supports Fidelity drive our values of Integrity & Trust by being Brave, Bold, Curious & Compassionate, playing a critical role in resolving complaints & providing independent data and insight. Resolutions team is responsible for investigating, resolving and responding to complaints which could carry a financial, regulatory or reputational implication for the business. Our complaints cover a range of products and services offered by Fidelity and may be regulated and complex in nature.

About your role
You'll be responsible for managing the complaints Root Cause framework which will include overseeing the completion of analysis, providing data and insight to key stakeholders and forums and tracking the complaints reduction action plans. You'll have responsibility for ensuring that the framework is maintained to be regulatory compliant and insight to business areas is optimized to ensure that key stakeholders are suitably engaged.

Key responsibilities include (but not limited to):

• Accountable for the day to day success of the RCA & its framework
• Oversee the completion of detailed root cause analysis by business areas into complaint themes intended to identify opportunities to improve the customer experience
• Drive forward process improvements with business partners
• Support key business areas in ensuring that improvement areas are shared with key stakeholders and obtain sign off/approval to changes as necessary
• Support with the governance of the Complaint Root Cause Forum (CRCF)
• Production of high quality powerpoint presentations
• Develop and maintain the complaints Root Cause framework including appropriate coding structures
• Provide regular and ad hoc insight and reporting to business stakeholders maintaining a high level of quality
• Work closely with GPS Business Intelligence team to provide inputs for any regulatory and business reporting
• Develop and maintain effective relationships and communication within the wider Resolutions team and beyond
• Support ad-hoc complaint data requests from other departments where necessary

About you
Experience & Qualifications required:

• Relevant UK financial services background, with experience in high-paced and complex complaints environment
• Experience in developing and managing complaint or other Root Cause frameworks would be desirable
• Experience in developing, producing and co-ordinating Management Information
• Experience in stakeholder management with ability to influence and negotiate
• Excellent organisation skills; ability to manage and prioritise several tasks simultaneously, with proven resilience when working under pressure and to tight deadlines
• Excellent interpersonal skills with the ability to communicate effectively and appropriately with senior stakeholders
• Problem solver with keen analytical and investigative skills
• Demonstrable focus on customer outcomes and drive for continual improvement
• Proactive and able to work unsupervised to deliver on goals and actions by using initiative and informed judgement in decision making
• Commitment, professionalism and maturity
• Self-confident, tactful and diplomatic
• Data literate with attention to detail and ability to generate insight from complex data sets
• Experienced user of Microsoft Office (Word, Outlook, Excel and Powerpoint, with Power BI experience preferred), Respond and Data tools

Feel rewarded
For starters, we'll offer you a comprehensive benefits package. We'll value your wellbeing and support your development. And we'll be as flexible as we can about where and when you work - finding a balance that works for all of us. It's all part of our commitment to making you feel motivated by the work you do and happy to be part of our team.

As an international financial services organisation, we are in-scope of international regulations in the way that we carry out our work. This position is involved in work that is regulated by the FCA and/or the PRA and their Individual Conduct Rules (COCON) apply to it, along with any other regulation. We provide training on COCON and how it affects our employees. More information about COCON can be found in the Employment Handbook.