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.



This role requires a solid understanding of Power BI and Excel.




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

• Advanced Microsoft Excel skills, including formulas and functions


• Experience using Power BI


• Excellent working knowledge of XLOOKUP/VLOOKUP, INDEX/MATCH, SUMIFS, COUNTIFS, IF/IFS and nested formulas


• Knowledge of Power Query for importing, combining, cleansing and transforming data


• Ability to automate repetitive reporting processes, ideally using macros/VBA where appropriate


• Excellent analytical and problem-solving skills


• Good communication skills and ability to work independently


• Some understanding and experience of the Insurance market would be beneficial