RCA Analyst - £30,000-£35,000 - Chester based - Hybrid - Permanent Employee benefits Pension scheme - up to 8% employer contribution Employee referral programme - up to £600 Love2Shop vouchers 26 days holiday 8 Bank Holidays.
Option to buy up to 5 days Perks at Work Above and Beyond awards Income protection scheme Employee of the Year Long Service awards Discretionary annual bonus Life assurance Discounted gym membership Flexible working Training and exam sponsorship Employee assistance programme Paid volunteer days Purchase additional annual leave Social events About SMF Established in 2014, Specialist Motor Finance has built up a portfolio of customers with hire purchase agreements who may not have been offered finance by a mainstream lender.
SMF takes a supportive and collaborative approach to its customers throughout their agreement, offering financial support and multiple payment options while striving to deliver good customer outcomes.
Training and education Preferably graduated with a technical subject Program management or Project Management related training such as Six Sigma Good technical knowledge and understanding of availability of technology in the marketplace About the role The Root Cause Analysis Analyst will play a pivotal role in identifying and addressing the underlying causes of poor customer outcomes and sub optimal processes.
This role is essential for driving continuous improvement, enhancing customer satisfaction, and ensuring compliance with industry regulations.
Key responsibilities Data Analysis:Collect and analyse data related to customer complaints, loan processing errors, and other operational issues to identify patterns, trends, and root causes.
Investigation:Conduct thorough investigations into customer complaints and operational failures, collaborating with relevant departments to gather necessary information.
Reporting:Prepare detailed reports on findings, including root cause analysis, and present actionable recommendations to senior management.
Process Improvement:Work closely with cross-functional teams to develop and implement corrective and preventive actions (CAPAs) to address identified root causes and prevent recurrence.
Compliance:Ensure all findings and recommendations comply with relevant regulatory requirements and industry standards.
Training:Provide training and support to staff on root cause analysis methodologies and best practices.
Continuous Improvement:Proactively identify opportunities for process improvements and contribute to the development of a culture of continuous improvement within the organisation.
Candidate requirements Analytical Skills: Strong analytical skills with the ability to interpret complex data sets and identify patterns and trends.
Problem-Solving: Excellent problem-solving skills and the ability to think critically and strategically.
Communication: Exceptional communication skills, both written and verbal, with the ability to present technical information clearly and persuasively.
Have outstanding stakeholder management skills.
Identify and raise risks in line with company risk reporting structure / framework Attention to Detail: High level of attention to detail and accuracy in documenting findings and recommendations.
Experience: Previous experience in root cause analysis, quality assurance, or process improvement roles, preferably within the financial services or motor finance industry.
Technical Proficiency: Proficiency in root cause analysis methodologies and tools, as well as data analysis techniques.
Regulatory Knowledge: Understanding of relevant regulatory requirements and industry standards, including FCA regulations and DISP rules.
Project Management: Project management skills and experience leading cross-functional initiatives are advantageous.
The ideal candidate is a data-driven professional with a passion for uncovering the root causes of issues and driving continuous improvement.
They should have a strong background in statistical analysis, excellent problem-solving abilities, and the capability to synthesize complex data into actionable insights.
A keen eye for detail, coupled with outstanding communication skills, is essential for success in this role.
The successful candidate will be required at all times to act within the standards expected within Consumer Duty and comply with The Conduct Rules which set the minimum standard of individual behaviour expected when carrying out a role at Specialist Motor Finance.
These rules include: You must act with integrity You must act with due skill, care and diligence You must be open and cooperative with the FCA, the PRA and other regulators You must pay due regards to the interests of customers and treat them fairly You must observe proper standards of market conduct You must act to deliver good outcomes for retail customers Interested?
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