Root Cause Analysis Consultant

About the role

Standard Bank Group is looking for an experienced Root Cause Analysis Consultant to join its Voice Branch team, the contact centre serving Personal and Private Banking. The role analyses and interprets customer service failures across Personal and Private Banking South Africa, identifies problem areas and makes recommendations that prevent them recurring. It focuses on complaints with the highest value, impact and reputational risk, and works with stakeholders across the business while protecting customer information in line with compliance requirements.

Key responsibilities

• Analyse and interpret customer service failures across Personal and Private Banking South Africa to identify problem areas and understand their origin
• Perform root cause analysis on processes, people, systems and products behind customer dissatisfaction, focusing on high-value, high-impact complaints and reputational risk
• Make clear recommendations to management, with input into business cases and quick wins that reduce complaints and identify process optimisation opportunities
• Work with product owners and business unit managers to agree reporting and analysis requirements, and deliver reports on agreed timelines
• Support continuous improvement in Voice Branch and protect customer information in line with compliance requirements and legislation

Required profile

• Bachelor's degree or Advanced Diploma (NQF 7 or higher) in a related field such as Business Commerce, Data Analytics, Statistics or Information Systems
• 3 to 4 years' experience in data analysis, data management and tools within financial services operations, including applying root cause analysis to process and control failures
• Proven analytical capability and critical thinking: interpreting complex data, testing assumptions, separating symptoms from causes and turning root causes into practical recommendations for senior stakeholders
• Strong working knowledge of banking processes, distribution channels and products, and how they shape customer experience
• Sound understanding of governance and regulatory matters relating to data and customer service, with strong risk identification and data integrity discipline
• Experience in customer complaints or contact centre environments is advantageous

Required skills

• Root cause analysis and risk identification
• Continuous process improvement
• Data integrity
• Knowledge of banking processes and procedures, and of products and services