The role of the Incidents and Remediation Manager is acting as the Incidents and Remediation SME, leading the end-to-end Operational Incident response effort and associated remediation activities.
Key Responsibilities:
* Manage the end-to-end Operational Incident journey from identification to remediation and closure
* Act as a business SME for Operational Incidents and associated Remediation
* Lead the effective and efficient delivery of all FGFS service communications.
* Lead, manage, and develop the performance and potential of the team
* Provide accurate and appropriate MI and reporting to The Senior Incidents and Resilience Manager, wider business areas and SLT/Forums etc. as appropriate
* Ensure adherence to all governance, risk and compliance standards across the team
Minimum Qualifications:
* Expert knowledge of Incident Management, Remediation and Service Communications processes and protocols
* Strong stakeholder management skills
* Excellent communication and engagement skills
* Strong experience of working and delivering in a regulated environment
* Strong working knowledge of financial standards and guidelines and how they apply to incidents and remediation - e.g. FCA, TCF, Data Protection
* Ability to prioritise and apply self-discipline to ensure optimum efficiency in performance and meet fast paced and challenging deadlines and demands
* Ability to make authoritative, appropriate, pragmatic decisions
* Diligent with exceptional attention to detail
* Knows when to delegate and when to escalate
* Ability to foster strong working relationships across the business
* Understand project protocols and discipline
* Reporting - Appropriate pitch, accuracy and level of information
* Is analytical, pragmatic and systematic in approach to problem solving and maximising opportunities
* Ability to manage conflict and knows when to escalate
As FGFS is within a regulated environment, any offer is subject to satisfactory background checks including criminal record check, credit check, and employment references.
What's Next?
Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter- this will be behaviourally focused and centered around how you align with our Culture and Values. If successful, we anticipate two further interview stages with the Hiring Manager/wider team which will be more technically focused and could include a presentation/task so we can see your skills in action.
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