Job Description




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

• 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