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Incident Management Specialist

2 months ago

Clayton le Moors, Lancashire, United Kingdom Frasers Group Full time
About the Role

We are seeking a highly skilled and experienced Incidents and Remediation Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading the end-to-end Operational Incident response effort and associated remediation activities.

Key Responsibilities
  • 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
Requirements
  • 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
About Us

Frasers Group is a leading retail company that is rethinking the retail experience. We are committed to delivering a positive colleague experience and to being 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

We offer a wide range of benefits and perks for our colleagues, including a benefits package, reward and recognition schemes, and opportunities for career development and growth.