We are looking for an experienced Root Cause Analysis Consultant to join our Voice Branch team, the servicing contact centre for Personal and Private Banking. The role analyses and interprets customer service failures across Personal and Private Banking South Africa, identifies the problem areas and makes the recommendations that prevent them recurring.The role performs root cause analysis on the complaints with the highest value, impact and reputational risk, and identifies process optimisation opportunities. Its findings shape business cases and quick wins, and give the business a clear, trusted view of where service can improve. It works with stakeholders across Personal and Private Banking South Africa, supports continuous improvement in Voice Branch and protects customer information in line with compliance requirements and legislation.Key responsibilities:Analyse and interpret customer service failures across Personal and Private Banking South Africa to identify problem areas and understand their originPerform root cause analysis on the processes, people, systems and products behind customer dissatisfaction, with a focus on high value and high impact complaints and reputational riskMake clear recommendations to management, with input into business cases and quick wins that reduce customer complaints and identify process optimisation opportunitiesWork with product owners and business unit managers to agree reporting and analysis requirements, and deliver reports to agreed timelinesSupport continuous improvement in Voice Branch and protect customer information in line with compliance requirements and legislation
