Incident Resolution Lead
Location: London
Salary: Competitive
Contract Type: Permanent
Position Type: Advertised Full Time / Part Time
Expiry Date: 31/01/2025 23:59
The Vacancy
The Incident Resolution Lead is responsible for implementing, embedding and overseeing the Brooks Macdonald incident management within the front office, ensuring that disruptions to business operations are identified, recorded and resolved efficiently and effectively. This will include conducting robust root cause analysis and the implementation of preventative measures leading to best-in-class client and stakeholder outcomes.
Role Responsibilities:
1. Monitor and respond to front office incidents reported by users, systems, or automated tools.
2. Lead the resolution process for front office incidents, ensuring timely and effective resolution of disruptions.
3. Collaborate with front office teams and other internal stakeholders to manage and resolve incidents, coordinating the incident management resolver teams according to the severity and urgency of the incident.
4. Follow the established incident management procedures and best practices and ensure compliance with policies and standards.
5. Maintain clear and consistent communication with stakeholders during incidents, providing regular updates on status and resolution efforts, and escalating accordingly.
6. Utilise the company’s Governance, Risk and Compliance (GRC) Tools to document, track progress, manage risks associated with front office operations, and identify trends and patterns.
7. Conduct post-incident reviews to identify root causes and implement corrective actions to prevent recurrence, ensuring that the incident resolution meets at a minimum the agreed service level agreements and quality standards, and verifying the satisfaction of the end users and stakeholders.
8. Ensure all incidents are properly documented, including actions taken and lessons learned.
9. Identify opportunities for process improvements within all areas of the business and drive the implementation of best practices.
10. Provide training and guidance to front office staff on incident management processes and tools.
11. Generate and analyse incident reports to track performance metrics and identify trends.
12. Produce accurate and timely Management Information for relevant governance committees to drive timely incident resolution, mitigation and risk awareness to Senior Management.
13. Perform role always ensuring adherence to the expected behaviours stated in the FCA Conduct Rules.
Knowledge, Skills and Experience:
1. Experience in incident management or a similar oversight or risk role within the wealth or asset management sector.
2. Knowledge and understanding of investment product types managed by investment management firms including General Investment Accounts, ISAs, Offshore Bonds, personal and group pension products as well as knowledge of assets held (e.g. equities, funds, investment trusts, bonds).
3. Familiarity with risk management tools such as RiskSmart, aCCelerate, Metricstream or Archer.
4. Proven ability to manage and resolve incidents effectively, demonstrating ownership with clear decision making.
5. Analytical approach to problem solving and ability to identify, present and mitigate areas of risk or operational underperformance.
6. Excellent verbal and written communication skills to effectively convey complex information to stakeholders.
7. Ability to lead and motivate others during high-pressure situations.
8. Demonstrable organisational skills to manage multiple incidents and priorities simultaneously.
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