Corporate Incidents Lead

1 week ago

Edinburgh, United Kingdom Diligenta Full time

**Who are Diligenta?**
Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as ‘home’ by existing employees, we drive a culture that is founded on positive change and development.
**The Opportunity**
The main purpose of an Incident Technical Specialist is to review and resolve Corporate Incidents for our clients, by investigating and analysing the cause and planning the actions required to rectify the issue by self or relevant parties. Incidents may be systems, procedural or product related.

You will also manage more complex and specialised CI’s and provide Technical Specialist support to the wider CI Team
**You’ll be**:

- Owning the project management of individual Corporate Incidents to ensure agreed actions and timescales are met, including handling complex and technical CIs. Individuals will manage the most complex CIs within the Corporate Incidents team and will often manage large volumes of CI’s under a portfolio / programme management approach.
- Leading CI Team training, mentoring, and auditing.
- Supporting CI related changes from raising initial change request through review and feedback on Business Requirement Documents and carry out testing of passed BAT cases.
- Working towards Key Performance Indicators and deliver against objectives set through monthly focus reviews.
- Completing any of the required regulatory / tax reporting and breach identification
- Strong knowledge of Life and/or Pensions
- Excellent communication skills
- The ability to work effectively under pressure.
- Proficient skills in MS Office Word, PowerPoint
- The ability to train and mentor.
- Excellent planning and organisation skills, ability to manage own workload effectively and plan and organise activities required for CI resolution.

**The Perks**
- Company pension scheme
- Discretionary Bonus Scheme
- 25 days holidays + 8 bank holidays
- Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools.
- Access to our Confidential Helpline is available to be used by you and your family.

Job Reference: DGENTA02268

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