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Incidents and Remediation Manager
1 month ago
At Frasers Group we’re rethinking retail. Through digital innovation and unique customer experiences, we’re serving our consumers with the world’s best sports, premium and luxury brands globally. As a leader in the industry, we’re elevating the retail experience for our consumers providing flexible and convenient ways to pay across our collection of established brands, including Studio, Sports Direct, FLANNELS, USC, Frasers, and GAME
Frasers Group Financial Services is the next chapter of elevation for the Frasers Group.
We fear less and do more. Our people are forward thinkers who are driven to operate outside of their comfort zone to change the future of retail, embracing challenges along the way. The potential to elevate your career is massive, the experience unrivalled.
Why join us?
Our purpose – we are elevating the lives of the many with access to the world’s best brands and experiences
Frasers Group Financial Services is committed to delivering a positive colleague experience and to be able to make the most of it you need to immerse yourself into delivering on our principles:
- Think without limits - Think fast, think fearlessly, and take the team with you
- Own it and back yourself - Own the basics, own your role and own the results
- Be relevant - Relevant to our people, our partners and the planet
Are you ready to join the Fearless?
The role of the Incidents and Remediation Manager is acting as the Incidents and Remediation SME, leading the end-to-end Operational Incident response effort and associated remediation activities.
- Manage the end-to-end Operational Incident journey from identification to remediation and closure
- Act as a business SME for Operational Incidents and associated Remediation
- Lead the effective and efficient delivery of all FGFS service communications.
- Lead, manage, and develop the performance and potential of the team
- Provide accurate and appropriate MI and reporting to The Senior Incidents and Resilience Manager, wider business areas and SLT/Forums etc. as appropriate
- Ensure adherence to all governance, risk and compliance standards across the team
- Expert knowledge of Incident Management, Remediation and Service Communications processes and protocols
- Strong stakeholder management skills
- Excellent communication and engagement skills
- Strong experience of working and delivering in a regulated environment
- Strong working knowledge of financial standards and guidelines and how they apply to incidents and remediation – e.g. FCA, TCF, Data Protection
- Ability to prioritise and apply self-discipline to ensure optimum efficiency in performance and meet fast paced and challenging deadlines and demands
- Ability to make authoritative, appropriate, pragmatic decisions
- Diligent with exceptional attention to detail
- Knows when to delegate and when to escalate
- Ability to foster strong working relationships across the business
- Understand project protocols and discipline
- Reporting – Appropriate pitch, accuracy and level of information
- Is analytical, pragmatic and systematic in approach to problem solving and maximising opportunities
- Ability to manage conflict and knows when to escalate
As FGFS is within a regulated environment any offer is subject to satisfactory background checks including criminal record check, credit check, and employment references.
Along with your benefits package we also offer a wide range of perks for our colleagues:
Reward, Recognition and Opportunities
Frasers Champion- Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have thought without limits, owned it or been relevant.
Fearless 1000 – By October 2025, we want our share price to hit £10. If that happens for 30 or more consecutive trading days, all colleagues across the business will receive a bonus The top 1000 performers in the company will receive unprecedented bonuses, worth from £50,000 to £1million Senior leaders across the business nominate these performers twice a year for embodying our core values and delivering exceptional performance*.
*subject to terms and conditions
Frasers Festival – an event like no other Our Frasers Festival is our celebration for Head Office and Retail Staff across the UK and Europe – hosting a MEGA brand village, guest speakers from the world's biggest brands, evening entertainment, the ultimate Frasers Fearless Fitness Challenge and much more.
CEO Sessions – Once a quarter we offer 20 employees the opportunity to attend our “CEO Sessions” ran by our CEO and leadership team. Employees have the chance to connect, network and submit questions around specific topics such as our Sports or Luxury business.
Retail Reconnect – In order to build the planets most admired and compelling brand ecosystem, all employees must understand our business, product and customers. Each financial year, Head Office employees will gain insights by spending two days in one of our stores or the Warehouse. The goal is to learn how the work you do impacts our teams on the frontline, and to bring ideas back to the office which will improve how we work.
Employee Welfare
Frasers Fit – Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice- all completely free.
Retail Trust – We know that its not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline, wellness hub, counselling and financial/legal support.
What’s next?
Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter- this will be behaviourally focussed and centred around how you align with our Culture and Values. If successful we anticipate two further interview stages with the Hiring Manager/wider team which will be more technically focussed and could include a presentation/task so we can see your skills in action.
