About This Role

• Management of a team of Incident Analysts, Business Analysts, Incident Technical Specialists and Incident Administrators who are managing a wide ranging and complex portfolio of CI’s
• Work closely with team members to deliver processes and identify process improvements, by understanding issues and making appropriate changes and recommendations
• KPIs and SLAs are understood and promoted within the team, ensuring progress against them is closely monitored and any blockers or exceptions are highlighted
• Appropriate CI solutions are agreed, providing input and direction as required
• Review of Impact Assessments and feedback provided
• Act as an effective escalation point for the team in the event of any blockers or uncertainty around appropriate solutions
• Management of internal Stakeholders and External third parties to provide the appropriate support to the Incident process
• Excellent quality maintained with the team through undertaking quality checking
• Communications with own team are effective, ensuring team members are aware of department progress, strategy and any process amendments or cascades
• Adequate processes, controls and systems are maintained to provide continuous monitoring of performance across the team
• Effective management of resources across the team, ensuring resourcing and cover is in place and highlighting any training and recruitment needs.
• Culture and behaviours developed and maintained within the department, ensuring that there is a high degree of customer awareness in the team at all times and that customer needs are understood and met
• Teams are coached, developed and managed to their full potential through regular performance and development sessions
• Positive relationship with Phoenix maintained through contact on individual CI’s as required, ensuring any actions coming out of this are completed in a timely fashion
• Client and internal MI fit for purpose, ensuring thorough review and inputting of commentary that an accurate position of CI progress is articulated.
• Understanding and compliance with FCA, money laundering, DPA and HMRC regulations, both personally and the wider team
• The role is part of the T & C and SM & CR regimes and therefore the appropriate exams need to be passed and regime requirements met

• Communicates in a professional and positive manner within Diligenta and with customers and clients, verbally and in writing, using plain English and avoiding the use of jargon
• Has the ability to coach, challenge, involve and develop staff
• Strong analytical and decision making skills, with the ability to solve problems and identify opportunities for improvement
• Flexible approach to work / activities to ensure that deliverables are met
• Calm and measured when dealing with difficulties, problems and challenges
• Delivery focused and results orientated, able to effectively prioritise and execute tasks
• Proactive and able to work under own initiative
• Hands on experience of leading and managing teams in a medium sized Customer Services Operation function
• Sound technical and product knowledge from a Financial Services organisation, enabling the review of Impact Assessments to ensure appropriate solutions are being proposed
• Experience of performance managing teams in a commercial environment
• Understands and operates within the required regulatory environment
• At least 2 years experience of managing and completing operational planning for a team (Desirable)
• Able to demonstrate a track record of identifying opportunities for increased performance and driving these through to completion (Desirable)

The hiring manager to contact is: Derek Scott Email: derek.scott@diligenta.co.uk

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