About This Role
Summary of the role
To support Diligenta (Phoenix account) deliver effective identification, resolution and remediation for incidents, in line with regulatory and client expectations. Manage and motivate a Team of Incident Specialists, ensure key milestones are achieved in line with Clients expectations. Support the wider business area with in-depth knowledge, providing Technical expertise to ensure the right Customer treatment and business outcomes are delivered.
Working as part of the Corporate Incidents Management Team to effectively lead and manage a team working on Corporate Incidents for the Phoenix account. To provide clear direction for direct reports, working with them to translate the strategy of the Corporate Incidents department into clear action plans.
Please note, as this is a people leadership role the successful applicant will be supported to succeed in their new role through enrolment in the appropriate level of our Diligenta Leadership 'Step' Pathway (subject to eligibility criteria), designed to drive quality and consistency across the organisation.
What you will be doing
- Manage a team to ensure Incidents on the Phoenix account are identified and reported in accordance with client and internal standards.
- Incidents to be resolved (and customer remediation completed) to quality and timeliness targets, this will be for a wide ranging and complex portfolio of CI's.
- Work closely with team members to deliver processes and identify process improvements, by understanding issues and making appropriate changes and recommendations.
- KPIs and SLAs are understood and promoted within the team, ensuring progress against them is closely monitored and any blockers or exceptions are highlighted.
- Review of Impact Assessments, act as an effective escalation point for the team in the event of any blockers or uncertainty around appropriate solutions.
- Communications with own team are effective, ensuring team members are aware of department progress, strategy and any process amendments or cascades.
- An effective Incidents management culture exists within the team, with engagement of key stakeholders and effective training in place.
- Incidents themes are identified and reported and key stakeholders are effectively engaged to deliver improvements to reduce risk of reoccurrence.
- Positive relationships exist and are maintained with the client, with effective reporting in place.
- Management of resources across the team, ensuring resourcing and cover is in place and highlighting any training or recruitment needs.
- Team members are coached, developed and managed to their full potential through regular performance and development sessions.
- Understanding and compliance with FCA, money laundering, DP and HMRC regulations, both personally and within the wider team. The role is part of the T&C and SM&CR regimes and therefore the appropriate exams need to be passed and regime requirements met.
- Supporting migration of new books and systems onto BaNCs.
What we are looking for
- 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.
- CF1 / FA1 / FA2.
- Minimum of 5 GCSE's to include Maths and English C and above (or equivalent).
The hiring manager to contact is: Lindsey Clark
Email: lindsey.clark@diligenta.co.uk
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