Incident Resolution Specialist (FTC)

LGBT Great; London; On-site; GBP 35,000 - 55,000

Job description

Incident Resolution Specialist (FTC) Location: London Salary: Competitive Contract Type: Fixed term Position Type: {Advertised Full Time / Part Time} Expiry Date: 25/04/2025 23:59

The Vacancy

Contract duration: 12 months

The Incident Resolution Specialist is responsible for owning the day-to-day incident resolution management process ensuring that disruptions to business operations are identified, recorded and resolved efficiently and effectively. This includes conducting root cause analysis and delivering the implementation of preventative measures leading to best-in-class client and stakeholder outcomes.

Role Responsibilities:

• Monitor and respond to front office incidents reported by users, systems, or automated tools.
• Demonstrate subject matter expertise when dealing with the resolution of front office incidents, ensuring timely and effective resolution of disruptions and identifying key elements the require redress.
• Collaborate with front office teams and other internal stakeholders to resolve incidents, prioritising own workload according to the severity and urgency of the incidents.
• Follow the established incident management procedures and best practices and ensure compliance with policies and standards.
• Maintain clear and consistent communication with stakeholders during incidents, providing regular updates on status and resolution efforts, and escalating accordingly.
• 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.
• 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.
• Ensure all incidents are properly documented, including actions taken and lessons learned.
• Identify opportunities for process improvements within all areas of the business and provide detailed feedback on incidents and common themes of failure to the Incident Resolution Lead.
• Assist the Incident Resolution Lead to drive forward business process improvements.
• Provide training and guidance to front office staff on incident management processes and tools.
• Perform role always ensuring adherence to the expected behaviours stated in the FCA Conduct Rules.

Knowledge, Skills and Experience:

• Experience in incident management or a similar oversight or risk role within the wealth or asset management sector.
• 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).
• Proven ability to manage and resolve incidents effectively, demonstrating ownership with clear decision making.
• Analytical approach to problem solving and ability to identify, present and mitigate areas of risk or operational underperformance.
• Excellent verbal and written communication skills to effectively convey complex information to stakeholders.
• Demonstrable organisational skills to manage multiple incidents and priorities simultaneously.