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Incident Service Manager

1 month ago

Edinburgh, Edinburgh, United Kingdom Diligenta Full time
Incident Service Leader

About the Role

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 and embed Consumer Duty focus in our working practices.
  • Communicate effectively with the team, ensuring they are aware of department progress, strategy, and any process amendments or cascades.
  • Deliver CI activity for new books of business migrating onto BaNCs.

Requirements

  • Proven relevant experience in Financial Services and Outsourcing.
  • Experience in client management in a commercially focussed environment.
  • Sound technical and product knowledge from a Financial Services organisation.
  • 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.

What We Offer

  • 33 days including Bank Holidays.
  • Eligibility for an annual discretionary bonus scheme.
  • Personal and career development opportunities.
  • Access to Perks at Work and Cycle to Work Scheme.
  • A comprehensive set of Moments that Matter policies.
  • A contributory company pension scheme.

About 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.