Complaints Data Analyst

The Role:

To support the Complaints Function with all Group data analysis & reporting requirements, including regulatory returns, Board level updates, Fair Value Assessments and generating data triggers which initiate our root cause analysis programme of work.

Responsibilities will include:

• Generation of analysis and reports which drive business decisions in regards to Complaint handling.

• Work with relevant areas of the business to understand and resolve data source and quality challenges.

• Deliver improvements such as automation, to our current process to improve workflow and data quality 

• Create dashboards to provide insight to internal stakeholders re Complaints performance .

• Complete Fair Value Assessments to ensure our products have the relevant Complaints information available 

• Assist with the production of all reporting requirements for the Complaints function e.g. UK ExCo packs, APAC Board, GIVM and FCA Returns 

• Contribute to process improvement initiatives to enhance complaints performance 

• And other ad hoc duties as required.

Skills:

Career Framework

• Business Process Improvement (Proficiency Level 2)
• Regulatory Compliance (Proficiency Level 2)
• SLA Management (Proficiency Level 2)
• Stakeholder Management (Proficiency Level 2)
• Third Party Management (Proficiency Level 1)
• TPA/DCA Management (Proficiency Level 2)
• Quality Assurance (Proficiency Level 2)
• Complaints Negotiation (Proficiency Level 2)
• Insurance Industry Expertise (Proficiency Level 2)

Further Relevant Skills and Experience

• Strong time management and prioritisation skills
• Excellent analytical and problem-solving skills
• Good communication skills
• Be an excellent cross-functional team player. Candidate will be working with stakeholders across multiple business functions, and therefore will need to have good stakeholder management skills
• Some understanding and experience of the General Insurance market and/or Lloyd’s market would be beneficial
• Experience using Power BI is desirable but not essential

Competencies: 

Stakeholder engagement 

Cultivates and maintains positive relationships with relevant internal or external stakeholders, effectively involving and communicating with them to drive collaboration, support, and alignment towards shared goals.

Collaboration and teamwork: 

Works effectively with team, project or other work groups or those outside formal line of authority to accomplish goals. Actively participates as a member of a team; develops and builds cohesive team relations to produce required outputs; possesses knowledge and understanding of colleagues work.

Adapting to change: 

Adjusts thoughts, feelings, and behaviours to handle new, challenging, or complex situations; embracing change as a growth opportunity when working within new work structures, processes, regulations, or requirements.

Continuous Improvement 

Analyses current and future state business requirements and identify strategies to continuously improve products, services or processes.  Guide and inspire others to achieve results to enhance efficiency, quality and consistency.

Innovation

Creates, develops and implements new ideas to enhance new or improved processes, systems, solutions, products or services; tries different and novel ways to deal with problems and opportunities.

Resilience

The ability to cope with and recover from setbacks, challenges or difficulty. Persevering even under pressure or crisis situations and uses ways that foster strength and growth, often emerging stronger than before.

Future Focused

Anticipates changes in regulations, technology and client needs, proactively responding to key trends happening in the industry.  Thinks about the future through identifying opportunities and obstacles whilst planning effectively.