About This Role

• Ownership and project management of individual Corporate Incidents to ensure agreed actions and timescales are met, including handling complex and technical CIs.
• Internal stakeholders, policy holders, advisors and external clients are involved and receive appropriate communications. Meetings with all relevant parties organised and facilitated.
• Incident process effectively managed from initial investigation, population analysis, planning of activities, calculation of detriment, root cause fix and customer remediation.
• Rectification is completed in accordance with Life & Pensions Regulations, TCF (Treating Customers Fairly) principles and Phoenix Remediation Frameworks.
• Appropriate decision making taken against Incident procedures and regulatory guidelines to ensure customers are put back into the position they should have been.
• Potential issues identified and pro-active in identifying solutions which meet TCF principles and business need.
• System records used and updated correctly.
• Data effectively analysed and populations assessed for impact and required actions.
• Ability to work towards Key Performance Indicators and deliver against objectives set through monthly focus reviews.
• During root cause analysis identify any themes in relation to procedures or systems, recommending solutions where appropriate and liaising with internal stakeholders to implement these.
• Impact Assessments to be completed in a clear and concise manner, leaving an audit trail that can be followed by anyone, including the relevant Ombudsman or FCA (as appropriate).
• High level of customer focus maintained at all times.
• Changes to process and systems facilitated, including review of process documentation and system specification documents.
• Own knowledge of products, procedures and systems is kept up to date, CI Analysts are viewed as Subject Matter Experts / Technical Specialists and this knowledge is required to progress their Corporate Incidents effectively.

• Minimum of 4 GCSE’s to include Maths and English C and above (or equivalent)
• Strong knowledge of Life and/or Pensions products with expert knowledge in at least one area. Is used as a SME within their business area
• Ability to learn and effectively navigate multiple computer systems and interrogate system specifications.
• Ability to learn and effectively navigate multiple computer systems. Ability to take on board product and process knowledge and apply it quickly.
• Excellent working knowledge of computer packages such as Microsoft Word, Excel, Project.
• Strong analytical skills, ability to make sound logical decisions, understands the impact of key decisions.
• Works autonomously with excellent planning and organisation skills, ability to manage own workload effectively and plan and organise activities required for CI resolution.
• Strong customer focus with excellent written and verbal communication skills.
• Ability to work effectively under pressure
• Demonstrates flexibility and adaptability, self disciplined and motivated, demonstrates flexibility, adaptability and reliability

The hiring manager to contact is: Derek Scott Email: \r\nDerek.Scott@diligenta.co.uk

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