Complaints Data Analyst

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.

• 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
• 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
• Experience using Power BI is desirable but not essential