Investor Servicing Root Cause and Trend Analyst

Investor Servicing Root Cause andTrend Analyst

London

6 Months

£25 per hour PAYE

Our client is a globally recognised financial institution specialising in asset servicing solutions and asset management. With a commitment to diversity, inclusion, and innovation, they boast a diverse and engaged workforce across more than 40 countries.This role offers a hybrid work schedule, with 3 days based in the London office and 2 days working remotely, from Monday to Friday, 9:00 AM to 5:00 PM

Duties and Responsibilities:

• Conduct thorough Root Cause analyses of investor-related issues to identify the underlying reasons for problems or concerns.
• Collaborate with relevant teams to address and rectify the Root Causes, aiming for long-term solutions.
• Utilise data analytics tools and methodologies to identify trends in investor behaviour, complaints, and concerns.
• Provide insights and recommendations based on trend analysis to enhance overall Investor Servicing strategies.
• Leverage knowledge and experience in contact centre operations to understand and address investor inquiries and concerns efficiently.
• Work closely with the complaint handling team to ensure timely and effective resolution of investor complaints.
• Generate and analyse Management Information (MI) and reports related to Investor Servicing.
• Use MI to track performance metrics, identify areas for improvement, and provide regular updates to relevant stakeholders.
• Proficiently use tools such as Powerpoint, Excel, Power BI, and Word to create presentation packs.
• Develop weekly and monthly presentations highlighting key findings, trends, and recommendations for management and stakeholders.
• Identify opportunities for driving efficiencies in Investor Servicing processes.
• Propose and implement enhancements to streamline operations and improve the overall investor experience.
• Demonstrate a strong understanding of FCA regulations and ensure that all Investor Servicing activities comply with regulatory requirements.
• Stay updated on regulatory changes and incorporate necessary adjustments to processes.

Knowledge, Skills, and Experience:

• Proficient in conducting thorough Root Cause analyses to identify the underlying issues affecting investors and the business.
• Strong analytical skills to identify trends in investor behaviour, complaints, and concerns using data analytics tools and methodologies.
• Prior Knowledge in a similar role within Investor Servicing, contact centre operations, or complaint handling.
• Solid background in contact centre operations and complaint resolution.
• Strong investigative skills to delve into complex issues, identify Root Causes, and propose effective solutions.
• Ability to create informative and visually appealing presentations using tools like PowerPoint, Excel, Power BI, and Word.
• A mindset for continuous improvement, seeking ways to enhance processes and contribute to the overall improvement of Investor Servicing.
• A solid understanding of FCA regulations and compliance requirements related to Investor Servicing in the financial industry.

If you haven't received a response from us within 48 hours, your application may not have been successful on this occasion. However, we will retain your details for future opportunities.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

If you are a dedicated and experienced professional seeking an opportunity to grow in a globally recognised financial institution, we invite you to apply. Join the team and be a part of our commitment to diversity, innovation, and corporate social responsibility.