Complaints Data Analyst

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

Skills

• 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