Corporate Incident Resolution Specialist

2 months ago


Edinburgh, Edinburgh, United Kingdom Diligenta Full time
About Diligenta

Diligenta is a leading provider of life and pensions administration services, committed to delivering exceptional customer experiences and transforming client operations.

Job Summary

The Corporate Incident Lead will be responsible for reviewing and resolving corporate incidents for our clients, investigating and analyzing the cause, and planning actions to rectify the issue. This role will also involve managing complex and specialized incidents, providing technical support to the wider CI team, and contributing to the development of the team.

Key Responsibilities
  • Manage the project management of individual corporate incidents to ensure agreed actions and timescales are met.
  • Lead CI team training, mentoring, and auditing.
  • Support CI-related changes from raising initial change requests through review and feedback on business requirement documents and carry out testing of passed BAT cases.
  • Work towards key performance indicators and deliver against objectives set through monthly focus reviews.
  • Complete required regulatory and tax reporting and breach identification.
Requirements
  • Strong knowledge of life and/or pensions.
  • Excellent communication skills.
  • Ability to work effectively under pressure.
  • Proficient skills in MS Office Word and PowerPoint.
  • Ability to train and mentor.
  • Excellent planning and organization skills, ability to manage own workload effectively and plan and organize activities required for CI resolution.


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