About This Role

• Responsible for leading and developing a multi-disciplinary Corporate Incidents team, managing a complex portfolio of incidents and configuration items.
• The role focuses on driving effective incident resolution through strong process governance, KPI/SLA management, quality assurance, and stakeholder engagement.
• Acts as an escalation point, ensures appropriate solutions and impact assessments, and maintains high service standards through continuous monitoring and improvement.
• Accountable for resource planning, coaching, performance development, and fostering a strong customer-focused culture.
• Ensures accurate management information, effective communication, and compliance with regulatory requirements (FCA, AML, DPA, HMRC, SM&CR).
• Maintains up-to-date product and systems knowledge and supports the migration of new books and systems onto BaNCs.
• Management of internal Stakeholders and External third parties to provide the appropriate support to the Incident process.

• CF1 / FA1 / FA2 Qualifications are desirable
• 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.
• 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.
• Delivery focused and results orientated, able to effectively prioritise and execute tasks.
• T&C scheme will be available and expected to work towards as part of your role.

The hiring manager to contact is: David Burns Email: David.Burns@diligenta.co.uk

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