Assistant Manager – Complaints Root Cause Analysis at Fidelity International

, , United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

15 Jul, 26

Salary

0.0

Posted On

16 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Root Cause Analysis, Data Analysis, Management Information, Reporting, Customer Care, Regulatory Compliance, Process Improvement, Stakeholder Management, Data Integrity, Consumer Duty, Risk Management, Communication, Organizational Skills, Excel, Snowflake, Respond

Industry

Financial Services

Description

About the Opportunity Job Type: Permanent Application Deadline: 22 April 2026 Title: Assistant Manager – Complaints Root Cause Analysis Department: Customer Care Location: Kingswood Fields (Hybrid) Reports To: Emily Chan, RCA Manager Level Assistant Manager We support our clients and members in planning for their futures so they can enjoy the lives they aspire to. We take this responsibility seriously, motivating us to make ethical choices—not only for our clients but also for one another and the wider community. Join Resolutions and take pride in the contributions you make. About your team Resolutions helps Fidelity uphold integrity and trust by acting bravely, boldly, curiously and compassionately, while resolving complaints and offering independent data and insights. About your role The Assistant Manager – Complaints Root Cause Analysis plays a key role within Customer Care, leading the development of robust, evidence‑based Root Cause Analysis (RCA) and thematic insight across Complaints and Vulnerable Customer teams. This role is responsible for identifying, analysing and evidencing systemic drivers of complaints and customer harm, ensuring clear linkage between data, customer experience and operational or process weaknesses. It supports governance forums by translating data and quality findings into meaningful insight, driving targeted actions that improve customer outcomes, reduce regulatory risk and strengthen control effectiveness. While management information is a key enabler, the primary focus of the role is to ensure RCA activity is rigorous, consistent and action‑oriented, with clear ownership and measurable improvement. Key Responsibilities Root Cause Analysis Lead and coordinate robust Root Cause Analysis (RCA) across Complaints and Vulnerable Customer activity, ensuring outputs are evidence‑based, consistent and focused on systemic improvement rather than individual case resolution. Identify and track emerging themes, systemic risks and recurring drivers of complaints, linking quantitative MI with qualitative quality findings. Ensure RCA outputs clearly articulate customer impact, regulatory risk and control weaknesses, supporting strong customer outcomes and Consumer Duty alignment. Challenge superficial or symptom‑based explanations, promoting deeper analysis to identify true underlying causes. Track and oversee actions arising from RCA and quality reviews, ensuring clear ownership, measurable outcomes and timely delivery. Provide insight to governance forums that connects complaint drivers to process, policy, product or operational design issues. Work with operational leaders to embed learning from RCA into process improvements, training, controls and preventative measures. Root Cause MI, Data Integrity & Reporting Deliver management information across Customer Care to support thematic analysis and root cause identification. Conduct data integrity and validation checks, particularly in support of complaints regulatory returns and external reporting. Identify data gaps or quality issues that may obscure true root cause trends, and work with operational teams to strengthen data capture and classification. Maintain and enhance reporting within Respond and Snowflake, improving automation, thematic tagging and insight capability. Collaborate with teams producing related MI to ensure alignment between internal performance reporting, external regulatory reporting and RCA outputs. Support the development of MI and KPIs that better measure systemic risk, complaint drivers and the effectiveness of remediation activity. About you Essential Experience producing management information, reporting or insight in a business or operational environment. Strong written communication skills, with the ability to explain data clearly and concisely for senior audiences. Good organisational skills, with experience managing multiple deliverables and deadlines. Experience using data and reporting tools (e.g., Excel, reporting platforms, databases). An interest in customer outcomes, governance or conduct risk within a regulated environment. Desirable Experience supporting formal governance or senior management forums. Exposure to regulatory reporting, root cause analysis or quality frameworks. Experience within Customer Care, Complaints, Client Services or a regulated financial services environment. Experience using Respond, Snowflake or similar systems. Feel rewarded For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com. As an international financial services organisation, we are in-scope of international regulations in the way that we carry out our work. This position is involved in work that is regulated by the FCA and/or the PRA and their Individual Conduct Rules (COCON) apply to it, along with any other regulation. We provide training on COCON and how it affects our employees. More information about COCON can be found in the Employment Handbook.

Responsibilities

The Assistant Manager leads the development of evidence-based Root Cause Analysis to identify systemic drivers of complaints and customer harm. They translate data findings into actionable insights to improve customer outcomes, strengthen controls, and ensure regulatory alignment.