FOS Root Cause Analysis Manager (Fintech)

Location: Remote within the UK; Monday-Friday, 40 hours per week, with core hours from 8am to 6pm. Visa sponsorship is not available.

Salary: £41,300–£52,250 per year, plus performance-based incentive awards.

Company

Digital banking company providing personal and business accounts, savings, investments, pensions, credit products, and customer-focused financial services in the UK.

What you will do

• Establish and refine the Financial Ombudsman Service root cause analysis framework and investigation methodology.
• Monitor key risk indicators, including referral, overturn, and uphold rates, to identify high-risk areas and allocate analytical resources.
• Prepare strategic insights for governance forums and secure senior leadership buy-in for remediation actions.
• Drive accountability across Product, Engineering, Operations, and business domain leads for resolving root causes.
• Evaluate remediation effectiveness through post-implementation reviews and measure overall risk reduction.
• Mentor RCA Analysts, review the quality of investigations, and promote continuous operational improvement.

Requirements

• Essential experience leading root cause analysis strategies, failure investigations, or continuous improvement functions in financial services.
• In-depth knowledge of DISP, FCA regulatory expectations, the FOS journey, and Ombudsman decision-making processes.
• Strong ability to influence, challenge, and negotiate with senior stakeholders.
• Experience with data-driven decision-making and tools such as Looker for tracking metrics, identifying trends, and measuring risk exposure.
• Experience preparing executive committee materials and managing enterprise risk.
• Ability to turn complex operational failures and technical findings into clear recommendations for board-level audiences.

Culture & Benefits

• Home-based remote work with additional support for the remote workspace.
• MacBook provided to every employee.
• Performance-based incentive awards and additional employee benefits.
• Inclusive workplace focused on diversity, development, and continuous improvement.

Hiring process

• Application questions followed by a 30-minute recruiter call.
• One-hour technical interview.
• Second-stage interview with a case study after successfully completing the first stage.