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Incident Service Manager
2 months ago
Job Summary
We are seeking an experienced Incident Service Leader to join our team in Edinburgh. As a key member of the Corporate Incidents Senior Management Team, you will be responsible for managing the operational day-to-day activity across multi-site locations, including oversight of our Offshore teams.
Key Responsibilities
- Manage Incident Team Leaders and team members to deliver to agreed processes and identify process improvements.
- Effectively manage resources across the department, planning short-, medium- and long-term resource requirements.
- Ensure regulatory compliance in all activities and embed Consumer Duty focus in working practices.
- Communicate effectively with the team, ensuring Team Leaders and team members are aware of department progress, strategy, and process amendments.
- Deliver CI activity for new books of business migrating onto BaNCs, planning and integrating the work into the team.
Requirements
- Proven experience in Financial Services and Outsourcing.
- Experience in client management in a commercially focused environment.
- Sound technical and product knowledge from a Financial Services organization.
- Experience of performance managing teams in a commercial environment.
- Hands-on experience of leading and managing teams in a medium-sized Customer Services Operation function.
About Diligenta
Diligenta is a leading provider of platform-based Life and Pensions Administration Services. Our vision is to be recognized as the best-in-class provider, delivering exceptional customer service and transforming our clients' operations. We foster a culture of positive change and development, offering opportunities for growth and career advancement.
