Complaints Data Analyst

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:

• 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 regarding 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.
• Excellent cross‑functional team player with strong 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.
• 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 identifies strategies to continuously improve products, services or processes.
• Innovation – Creates, develops and implements new ideas to enhance new or improved processes, systems, solutions, products or services.
• Resilience – The ability to cope with and recover from setbacks, challenges or difficulty.
• Future Focused – Anticipates changes in regulations, technology and client needs, proactively responds to key trends happening in the industry.

Our Benefits:

We offer all employees a comprehensive benefits package that focuses on their whole wellbeing. This includes hybrid working, a competitive base salary, non‑contributory pension, discretionary bonus, insurances including health (family) and dental cover, and many other benefits to enhance financial, physical, social and psychological health.

EEO Statement:

We are fully committed to equal employment opportunities for all applicants and providing employees with a work environment free of discrimination and harassment. All employment decisions are made regardless of age, sex, gender identity, ethnicity, disability, sexual orientation, socio‑economic background, religion or beliefs, marital or caring status, or any other status protected by the laws or regulations in the locations where we operate. We encourage and welcome applicants from all diverse backgrounds. We make reasonable adjustments throughout the recruitment process and during employment.