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Incident & Governance Analyst, Edinburgh
Client:
Phoenix Group Holdings
Location:
Edinburgh, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Reference:
cf4ff851dc2e
Job Views:
3
Posted:
03.03.2025
Expiry Date:
17.04.2025
Job Description:
Job Type: Permanent
Location: This role is based in either our London, Birmingham or Edinburgh offices with time spent working in the office and at home.
Flexible working: All of our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process.
Salary and benefits: Up to £45,000 depending on experience plus 8% bonus up to 16%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more.
Who are we?
We want to be the best place that any of our 6,600 colleagues have ever worked. We’re the UK’s largest long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done.
We have an incredible opportunity to join us here at Phoenix Group as an Incident and Governance Analyst to join our Client Services team in Retirement Solutions.
The role
The successful candidate will work alongside the Incident and Governance Manager to help improve customer outcomes for Annuity customers by using their experience and skills to help support Incidents and Governance activity across Client Services.
Working within a growing, brilliant, friendly risk and oversight team across our Edinburgh, Birmingham and London locations, you will be supporting the end-to-end Incident Process across internal and external suppliers. Understanding the importance of SMF reasonable steps, you will also help lead Client Services in ensuring our Governance is delivering the right decisions to achieve good Customer Outcomes for Annuity customers.
This is a fantastic opportunity as the team that is being built is brand new, so if you have passion to share ideas, want to shape how governance and incident management should be done and meet new people, then this is the right opportunity for you.
We want you to bring your own experience, ways of working and knowledge – we want to hear from you if you love to challenge how we can make things simpler for our customers and delivering consistency in how we support our customers across suppliers.
Key Responsibilities
* Support the Incident and Governance Manager in Client Services in operating the Incident Management Process and Governance Framework.
* Support and challenge our internal and external suppliers to ensure delivery against agreed frameworks, processes, and regulatory timescales.
* Identify and resolve Incidents that impact Annuity customers.
* Deliver effective insight through Incident reporting to influence change internally and externally to improve customer outcomes.
* Support Client Services governance schedule and terms of reference evidencing reasonable steps.
* Attend and challenge at Governance forums, ensuring that good customer outcomes are being achieved.
* Extract data from internal tools to be able to provide detailed insight and trends for Senior Management.
* Proactively work with internal teams on incidents to ensure they are logged, managed and closed in line with internal processes.
* Build and maintain relationships with internal and external stakeholders.
What We’re Looking For
* Incident Management experience within Financial Services.
* Governance and Reporting experience within Financial Services.
* Demonstrated ability to thrive during change and create efficiencies.
* A proven record of working within a responsive, fast-paced team.
* Highly organised and proven consistency in delivering against timelines.
* Regulatory knowledge.
* Annuity Product knowledge.
* Certifications - UK - The Institute of Risk Management.
* Project Management Qualifications.
We want to hire the whole version of you.
We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.
If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.
Please note that we reserve the right to remove adverts earlier than the advertised closing date. We encourage you to apply at the earliest opportunity.
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